Associate Project Manager, Customer Experience

Yum China Holdings; Honolulu (HI); Hybrid; USD 93,800 - 113,000; Full time

Benefits offered by this job

Hybrid work schedule

On-site childcare

On-site dining center

On-site gym

Vacation & holidays

Tuition reimbursement

Parental leave

401(k) with 6% match

Medical and dental benefits

Employee discounts

Job summary

Taco Bell, a Yum! Brands subsidiary, is seeking a seasoned CX program designer to lead the design and implementation of customer recovery systems. You will partner with Digital, Technology, and cross‑functional teams to drive initiatives and meet deadlines, while also guiding a team and external vendors.

The role emphasizes strong communication skills, Salesforce administration, and the ability to map customer journeys. Hybrid work and extensive benefits are included.

Qualifications

• BS/BA degree in a relevant field.
• 5+ years in project management and CX design.
• Strong verbal and written communication with ability to convey complex technical processes clearly.

Responsibilities

• Design, implement, and maintain Customer Care Recovery Systems and efficiencies (70%).
• Oversee The Loop field program with CX Data and Operations Analysts; improve program functionality and utilization.
• Coordinate with cross‑functional teams and external vendors to meet milestones and ensure successful delivery.
• Coach and develop direct reports.

Skills

Project management

CX program design

Customer journey mapping

Salesforce administration

Communication

Education

BS/BA degree in a relevant field

Tools

Salesforce

Job description

Overview

This fun and fast‑paced position within the Customer Experience team will oversee the design and implementation of customer recovery systems and efficiencies. Working closely with key cross‑functional partners and external vendors to deliver best‑in‑class post‑purchase recovery solutions and improve the customer experience.

Day‑to‑Day Responsibilities

• Design, implement, and maintain Customer Care Recovery Systems and efficiencies (70%)
  • Partner with Digital, Technology, and other cross‑functional teams to align on key initiatives, timelines, and project scopes.
  • Coordinate with external vendor partners and the CX team on project activities, resources, and tasks to meet milestones.
  • Monitor project progress, identify risks or roadblocks, and propose solutions to ensure successful delivery.
  • Manage vendor relationships for technical implementations, ensuring compliance with SLAs and contracts.
• Design, implement, and maintain enhancements to the restaurant‑facing Customer Feedback Program (30%)
  • Oversee “The Loop” field program with the CX team’s Data and Operations Analysts, ensuring ongoing support and continual improvement.
  • Partner with Restaurant and Technology teams to identify and implement solutions that improve program functionality and utilization.
• Additional responsibilities: coach and develop direct reports.

Qualifications

• BS/BA degree in a relevant field.
• 5+ years of experience in project management and CX program design, customer recovery, and/or customer journey mapping.
• Strong verbal and written communication skills with the ability to convey complex technical processes clearly.
• Proficiency in Salesforce administration.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.
• Demonstrated problem‑solving abilities and a proactive approach to resolving challenges.

Benefits

• Hybrid work schedule with a year‑round flex day on Friday.
• On‑site childcare through Bright Horizons.
• On‑site dining center and game room.
• On‑site dry cleaning, laundry services, and car wash.
• On‑site gym with fitness classes and personal trainer sessions.
• Up to 4 weeks of vacation per year plus holidays and volunteering time off.
• Tuition reimbursement and education benefits.
• Generous parental leave for all new parents and adoption assistance program.
• 401(k) with a 6% matching contribution from Yum! Brands.
• Comprehensive medical and dental benefits with 100% preventive coverage.
• Employee discounts, free food, swag, and many other perks.

Salary

Salary Range: $93,800 to $113,000 annually, plus bonus eligibility and benefits.

Equal Employment Opportunity

Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs. Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.