Senior Manager, Radical Hospitality Programs

Tecovas•Austin, TX

7d•$115,000 - $130,000•Onsite

About The Position

Tecovas is seeking a Senior Manager, Radical Hospitality Programs to scale customer experience initiatives across its retail stores. This role will ensure a consistent and thoughtful customer journey, from initial interaction to post-visit follow-up, fostering loyalty. Reporting to the Senior Director of Retail Operations, the position oversees four key programs: Service Experience, Hospitality, Clienteling, and the Customer Survey & Review Program. The Senior Manager will translate customer experience strategy into actionable programs, standards, tools, and metrics, collaborating with various departments to ensure consistent delivery of 'Radical Hospitality' in every store. This role requires the candidate to be based in Austin, TX.

Requirements

6+ years of progressive experience in retail operations, hospitality, customer experience, or a related field.
Experience leading complex, cross-functional programs and driving operational improvements.
Experience building scalable processes, operating standards, and performance measurement.
Strong communication, analytical thinking, project management, and organizational skills.
Customer obsession balanced with operational discipline.
Ability to translate strategy into consistent execution across a growing retail fleet.
Strong judgment and problem-solving in fast-paced, evolving environments.
Excellent cross-functional partnership and influence without direct authority.
Passion for building scalable programs that strengthen Radical Hospitality.
Continuous improvement mindset with a focus on measurable business outcomes.

Responsibilities

Lead the execution and continuous improvement of customer experience programs supporting Radical Hospitality across the retail fleet.
Translate customer experience strategy into clear store behaviors, tools, routines, and measurable outcomes.
Build scalable processes and feedback loops connecting customer insights, training, field execution, and continuous improvement.
Partner cross-functionally with Retail Operations, Training, Visual Merchandising, Technology, Marketing, and Field Leadership to implement customer journey initiatives.
Balance day-to-day execution with longer-term program improvements for both customer and employee experiences.
Lead, coach, and develop direct reports, building team capability and operational excellence.
Lead execution of the in-store customer experience from first impression through checkout.
Develop and continuously improve front-of-house standards for greeting, zoning, mobile device usage, BootRunner, and customer engagement.
Partner with Visual Merchandising to ensure the physical environment supports the desired customer experience.
Evaluate customer and field feedback to recommend and implement improvements to salesfloor execution.
Partner with the Hospitality Manager to innovate and evolve hospitality programs, seasonal initiatives, corporate partnerships, and service offerings.
Manage gifting, gift wrapping, and other experience-enhancing programs, identifying opportunities to improve the customer experience.
Support the implementation and operational consistency of hospitality initiatives across the retail fleet, optimizing customizations and improving the in-store experience.
Measure program performance and recommend enhancements based on customer feedback and business results.
Lead execution of the clienteling program and operating model in partnership with Retail Operations and Technology.
Monitor KPIs and continuously improve adoption through performance reporting and field feedback.
Partner with Training to embed clienteling behaviors into everyday store operations.
Identify opportunities to strengthen long-term customer relationships through improved tools, processes, and execution.
Lead execution of the customer feedback program, translating customer insights into operational improvements.
Manage review platform strategy across Google and Yelp in partnership with cross-functional stakeholders.
Identify trends and opportunities that strengthen coaching, operational standards, and customer experience.
Develop regular reporting and actionable insights for Retail Leadership to evaluate program performance and inform future improvements.