Customer Experience Manager

Noble Village Group; Clawson (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

A food service company in Clawson, Michigan, is seeking a skilled Operations Manager to oversee non-kitchen operations. This full-time position requires strong leadership and customer service skills, along with experience in training staff and ensuring compliance with health standards. The successful candidate will manage daily operations, recruit and develop team members, and maintain quality assurance while contributing to a positive work environment. Evening, weekend, and holiday availability is necessary.

Qualifications

• 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality.
• Strong customer service orientation with the ability to handle high-volume environments.
• Working knowledge of labor laws, safety standards, and regulatory compliance.

Responsibilities

• Oversee all day-to-day non-kitchen operations including grocery retail and customer service.
• Recruit, interview, hire, and train non-kitchen staff.
• Implement and maintain training programs for customer service and cashier operations.
• Maintain food hall appearance and quality standards.
• Serve as primary contact for health department inspections and compliance.

Skills

Leadership

Communication

Conflict resolution

Organizational abilities

Time management

Job description

Operations & Customer Experience

• Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation
• ORDER FULLFILLMENT
• Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality
• Actively monitor customer flow, service speed, and overall guest satisfaction
• Resolve customer concerns professionally and promptly, escalating when necessary

Team Leadership & People Management

• Recruit, interview, hire, onboard, train, and schedule non-kitchen staff
• Lead performance management including coaching, feedback, corrective action, and terminations when necessary
• Build and maintain a positive, respectful, and accountable workplace culture
• Ensure appropriate staffing levels to meet operational demands and sales volume

Training & Development

• Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations
• Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards
• Identify training gaps and coordinate retraining or development plans as needed

Quality Assurance & Brand Standards

• Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines
• Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met
• Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives

Compliance, Safety & Inspections

• Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations
• Ensure compliance with local, state, and federal regulations, company policies, and safety standards
• Maintain documentation related to inspections, corrective actions, and compliance follow-ups

Administrative & Reporting

• Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams
• Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance
• Communicate operational updates, challenges, and improvement opportunities to senior leadership

Qualifications

• 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality
• Proven experience leading teams, managing schedules, and overseeing daily operations
• Strong customer service orientation with the ability to handle high-volume environments
• Working knowledge of labor laws, safety standards, and regulatory compliance
• Experience interacting with health departments or regulatory agencies preferred

Skills & Competencies

• Strong leadership, communication, and conflict-resolution skills
• Excellent organizational and time-management abilities
• Detail-oriented with a focus on consistency and quality
• Ability to multitask, prioritize, and make sound decisions in fast-paced settings
• Comfortable coaching, disciplining, and developing team members

Work Environment & Schedule

• Full-time, salaried position
• Schedule includes evenings, weekends, and holidays as required by business operations
• Requires extended periods of standing, walking, and active floor supervision

Other Duties

Perform other duties as assigned to support the overall success of the food hall and organization

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.