Job Title (Tentative): Director of Customer Experience
Reports To: Chief Operating Officer (COO)
Works Closely With: Directors of Area Operations (DAOs), Marketing Leadership, HR Leadership, Store Managers, Training & Operations Teams
Position Summary
The Director of Customer Experience is responsible for setting, training, monitoring, and continuously improving the customer experience across all brands and locations. This role owns the performance, training, and service standards of all front-facing employees, including order takers, cashiers, food expediters, and any team member who directly interacts with guests.
This position is both strategic and highly hands-on. The Director of Customer Experience will design and implement customer service training programs, lead management training on customer service standards, oversee customer experience evaluations (including secret shopper programs), and create incentive programs that drive better service, upselling, accuracy, and communication of promotions and Limited Time Offers (LTOs).
The role also serves as the company’s subject-matter expert on handling all customers, especially difficult or upset customers, ensuring consistent, professional resolution standards are applied across all stores.
Key Responsibilities
Customer Experience Strategy & Standards
- Define and maintain company-wide customer service standards for all front-facing roles
- Ensure a consistent, brand-appropriate customer experience across all locations
- Develop clear service expectations covering communication, friendliness, speed, accuracy, and professionalism
Training & Development
- Strategize the identification and recruitment of talented front-facing employees (order takers, cashiers, and food expediters) with HR
- Design, implement, and continuously improve customer service training programs for:
- Front-facing employees
- Store Managers and Management Teams
- Set and manage training schedules, including:
- In-office training sessions
- On-site, in-store training and refreshers
- Train managers on how to coach, correct, and reinforce customer service behaviors on a daily basis
Manager Enablement & Accountability
- Equip store management with tools, scripts, and frameworks to:
- Coach customer service performance
- Handle customer complaints and escalations
- Reinforce upselling and promotional messaging
- Work closely with DAOs to ensure customer experience standards are being executed consistently at the store level
Customer Experience Audits & Secret Shopper Program
- Enhance our secret shopper program across all brands and locations
- Define evaluation criteria, including:
- Communication and tone
- Friendliness and professionalism
- Order accuracy
- Speed and clarity
- Handling of issues or special requests
- Analyze results, identify trends, and provide actionable feedback to operations and store leadership
Incentive Programs & Performance Motivation
- Design and implement incentive programs for front-facing employees that reward:
- Excellent customer service
- Upselling and suggestive selling
- Accurate order taking
- Proper communication of LTOs and new offers
- Ensure incentive programs are practical, measurable, and aligned with operational goals
- Track results and adjust programs based on performance data and outcomes
Customer Complaint & Escalation Management
- Establish clear standards and protocols for handling upset or problematic customers
- Train managers and teams on de-escalation, empathy, and resolution techniques
- Review escalated customer issues and identify systemic improvements to prevent recurrence
Cross-Functional Collaboration
- Partner closely with:
- COO on customer experience strategy and priorities
- DAOs on execution and accountability
- Operations and Training teams on implementation
- Marketing teams to ensure proper communication of promotions and new offers at the store level
Qualifications & Experience
- Proven experience in customer experience, operations, or service leadership (QSR, retail, hospitality, or multi-unit environments preferred)
- Strong background in training development and delivery
- Experience managing or influencing large teams across multiple locations
- Demonstrated ability to create incentive programs that drive measurable behavior change
- Excellent communication, coaching, and leadership skills
- Comfortable being both strategic and hands-on in the field
- Strong judgment and confidence when dealing with escalated customer situations
Key Competencies
- Customer-first mindset with operational discipline
- Strong trainer and coach
- Data-driven and results-oriented
- High accountability and follow-through
- Calm, professional approach to conflict and escalation
- Ability to influence without direct authority