Customer Relations & Operations Manager

Papa John's International , Inc.; Louisville (TN); 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 delivering exceptional service to restaurants and QCCs, ensuring accurate orders and timely issue resolution. You will drive satisfaction through process improvements, coaching, and operational execution, while aligning to business metrics and customer experience priorities.

The role requires strong analytical abilities, supervisory experience, and a track record of improving service delivery in a

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 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.

Skills

Analytical Skills

Planning & Prioritization

Financial & Business Acumen

Communication

Problem Solving

Process Improvement

Talent Development

Cross-functional Collaboration

Education

High school diploma or equivalent

Some college accounting classes

Tools

Order Entry Systems

Job description

Papa Johns is seeking a Manager, Customer Relations to lead a high-performing team focused on delivering exceptional service to restaurants and QCCs, ensuring accurate orders and timely issue resolution. You will drive satisfaction through process improvements, coaching, and operational execution, while aligning to business metrics and customer experience priorities.

The role requires strong analytical abilities, supervisory experience, and a track record of improving service delivery in a