Customer Experience Lead & Operations Coach

Newrest; Salt Lake City (UT); On-site; USD 85,000 - 110,000; Full time

Job summary

Newrest is seeking a Customer Service Manager in Salt Lake City to lead a team of Customer Service Representatives, ensuring client needs are met and communicated to operations. This hands-on role requires interaction across departments and a focus on improving the customer service experience while upholding Newrest standards of quality and safety.

The role demands strong leadership, clear communication with both non-exempt staff and management, and a proactive approach to issue resolution.

Qualifications

• Bachelor's in Operations Management, Business Management, or related field.
• Minimum 2 years' experience in a similar position, preferably in inflight catering or airport hub environment, food production, manufacturing, or another kitchen environment.
• Minimum 2 years' experience in leadership roles overseeing multiple non-exempt employees.

Responsibilities

• Infuse the Newrest culture into the team by example.
• Assist in holding managers accountable for meeting expectations and KPI's.
• Mentor and coach managers to ensure performance and adherence to policy and culture.
• Train, coach and mentor managers and other direct reports to build a strong talent bench for succession planning and career advancement.
• Ensure policies and procedures are followed per Newrest and client requirements.
• Communicate effectively with all crew members and team members.
• Enhance employee morale by driving commitment and establishing trust and respect.
• Share responsibility with the CSM for customer satisfaction and on-time delivery.
• Ensure all quality and safety procedures are followed by everyone.
• Meet all KPI's according to customer requirements and KPI standards.
• Plan and foresee issues that may cause delays or safety hazards.
• Develop and implement methods to eliminate problems and improve product quality.
• Ensure compliance with product safety, environmental, and health regulations.
• Support resources to maintain integrated management systems.
• Promote a safe work environment and reduce health risks.
• Drive continuous IMS improvement and communicate vision and goals.

Skills

Leadership

Communication

Conflict Resolution

Collaboration

OSHA Knowledge

HACCP Knowledge

Lean Manufacturing

Excel

PowerPoint

Team Management

Education

Bachelor's in Operations Management

Tools

Excel

Word

PowerPoint

Job description

Newrest is seeking a Customer Service Manager in Salt Lake City to lead a team of Customer Service Representatives, ensuring client needs are met and communicated to operations. This hands-on role requires interaction across departments and a focus on improving the customer service experience while upholding Newrest standards of quality and safety.

The role demands strong leadership, clear communication with both non-exempt staff and management, and a proactive approach to issue resolution.