Customer Experience Manager — Ops & Service Excellence

Papa Johns; Louisville (KY); On-site; USD 65,000 - 85,000; Full time

Job summary

Papa Johns is seeking a Manager, Customer Relations to lead a high-performing team focused on exceptional service for restaurants, QCCs, and distribution partners. The role emphasizes end-to-end order management, issue resolution, and cross-functional collaboration to meet performance metrics.

The ideal candidate will have at least five years in order entry or customer service, plus supervisory experience, and a solid understanding of general accounting.

Qualifications

• High school diploma or equivalent required.
• Demonstrated knowledge of general accounting. Some college level accounting classes are preferred.
• Minimum of five (5) years Order Entry and/or Customer Service experience
• Five (5) years of supervisory experience is preferred.

Responsibilities

• Lead and oversee order management operations, seven days a week, ensuring accurate, timely processing for all customers.
• Deliver world-class service and resolve inquiries, escalations, order discrepancies, and service-related issues promptly.
• Coach and develop Customer Relations Representatives to meet service, performance, and customer satisfaction goals.
• Monitor KPIs and service levels, implementing action plans for continuous improvement.
• Assist in maintaining order entry systems to ensure accuracy and reliability.
• Coordinate and manage new store openings and closings across Quality Control Centers.
• Communicate operational changes for timely implementation.
• Oversee processing of non-traditional orders with exceptional service and compliance.
• Develop and execute departmental strategies aligned with customer experience priorities.
• Analyze customer feedback and operational data to find process improvements.
• Prepare and communicate operational reports and sales data to support decisions.
• Collaborate on design and testing of systems impacting ordering and support functions.
• Serve as escalation point for complex issues and ensure timely resolution.
• Lead special projects in support of customer experience and operational excellence.

Skills

Analytical skills

Planning & prioritization

Financial acumen

Communication

Problem solving

Process improvement

Talent development

Cross-functional collaboration

Education

High school diploma

Accounting coursework

Job description

Papa Johns is seeking a Manager, Customer Relations to lead a high-performing team focused on exceptional service for restaurants, QCCs, and distribution partners. The role emphasizes end-to-end order management, issue resolution, and cross-functional collaboration to meet performance metrics.

The ideal candidate will have at least five years in order entry or customer service, plus supervisory experience, and a solid understanding of general accounting.