Customer Relations Manager — Order Experience Leader

Papa Johns; Louisville (KY); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Papa Johns is seeking a Manager of Customer Relations to lead a high-performing team, ensure accurate order processing, and drive customer satisfaction across restaurants and QCCs. You will coach staff, manage KPIs, and oversee system integrity while aligning initiatives with corporate goals.

This role requires strong leadership, process improvement expertise, and a proven track record in customer service and order management within a fast-paced environment.

Formación

• 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.

Responsabilidades

• Lead and oversee order management operations in a seven-day-per-week environment, ensuring accurate, timely, and efficient order processing for all customers.
• Champion a customer-first culture by delivering world-class service and ensuring prompt resolution of customer inquiries, escalations, order discrepancies, and service-related issues.
• Supervise, coach, and develop Customer Relations Representatives to achieve service, performance, and customer satisfaction goals.
• Monitor and manage departmental performance metrics, service levels, and KPIs, implementing action plans to drive continuous improvement.
• Assist in management and integrity of order entry systems to ensure accurate order processing and operational reliability.
• Coordinate and manage new store openings and store closings across multiple Quality Control Centers.
• Manage the processing and communication of operational changes to ensure accuracy and timely implementation.
• Oversee the processing and fulfillment of non-traditional and specialized orders, ensuring exceptional service and operational compliance.
• Develop, implement, and execute departmental strategies, goals, and initiatives that align with organizational objectives and customer experience priorities.
• Analyze customer feedback, service trends, and operational data to identify opportunities for process improvements and enhanced customer support.
• Prepare, analyze, and communicate operational reports, sales information, and performance data to support business decision-making.
• Collaborate in the design, testing, implementation, and continuous improvement of systems and processes impacting restaurant ordering and customer support functions.
• Serve as an escalation point for complex customer service, order management, and operational issues, ensuring effective and timely resolution.
• Lead special projects and other duties as assigned in support of customer experience, and operational excellence.

Conocimientos

Analytical Skills

Planning & Prioritization

Financial & Business Acumen

Communicates Effectively

Problem Solving

Process Improvement

Talent Development

Fast-paced Environment

Executive Communication

Cross-functional Collaboration

Educación

High school diploma or equivalent

Herramientas

Order Entry Systems

Descripción del empleo

Papa Johns is seeking a Manager of Customer Relations to lead a high-performing team, ensure accurate order processing, and drive customer satisfaction across restaurants and QCCs. You will coach staff, manage KPIs, and oversee system integrity while aligning initiatives with corporate goals.

This role requires strong leadership, process improvement expertise, and a proven track record in customer service and order management within a fast-paced environment.