In-Restaurant Guest Experience & Recovery Program Lead

YUM; California; Hybrid; USD 98,000 - 116,000; Full time

Benefits offered by this job

Hybrid work schedule (onsite Tue–Thu)

Year-round flex day Friday

Onsite dining center and game room

Job summary

Taco Bell in California is seeking a Guest Experience In-Restaurant Recovery + Experience Program Manager to own and evolve in-restaurant guest recovery programs and tools. You will work with Digital, Technology, Restaurant Integrations, and other partners to ensure restaurants have the systems and support to recover guest issues while delivering exceptional experiences daily.

The role emphasizes leading cross-functional initiatives from concept to execution, building relationships, and a

Qualifications

• BA/BS in Business, Marketing, Communications, Hospitality, or a related field preferred.
• 5+ years of experience in project management, program management, customer experience, client success, account management, restaurant operations, or a related field.
• Proven ability to lead cross-functional initiatives from concept through execution.
• Strong project management, organizational, and communication skills
• Creative thinker with a passion for improving guest experiences

Responsibilities

• Lead the management, and evolution of Taco Tabs, including new card concepts, program enhancements, inventory planning, and marketplace expansion to help restaurants create meaningful guest moments, support guest recovery, and strengthen community engagement.
• Own Taco Bell's in-restaurant guest recovery tools and programs, ensuring restaurants have the resources, communications, and best practices needed to confidently recover guest issues.
• Monitor program performance, gather restaurant feedback, and continuously improve recovery programs to maximize adoption and effectiveness.
• Partner with Digital and Technology teams to define business needs and enhance restaurant systems that support guest recovery and offer redemption.
• Own restaurant guest feedback and complaint actioning programs, ensuring restaurants have the insights, tools, and guidance needed to take meaningful action.
• Develop initiatives that promote a guest-first mindset, helping restaurants leverage guest feedback to improve operations, reduce complaints, and create better guest experiences.

Skills

Project management

Cross-functional leadership

Customer experience

Communication skills

Education

BA/BS in Business, Marketing, Communications, Hospitality, or related field

Job description

Taco Bell in California is seeking a Guest Experience In-Restaurant Recovery + Experience Program Manager to own and evolve in-restaurant guest recovery programs and tools. You will work with Digital, Technology, Restaurant Integrations, and other partners to ensure restaurants have the systems and support to recover guest issues while delivering exceptional experiences daily.

The role emphasizes leading cross-functional initiatives from concept to execution, building relationships, and a