Senior Manager, Guest Care (Community Management)

Panda Restaurant Group; Rosemead (CA); Hybrid; USD 127,000 - 178,000; Full time

Benefits offered by this job

Hybrid work schedule

401K with company match

Yearly bonus opportunity

Full medical, dental, and vision insurance

On‑site fitness center

Discounts at Panda restaurants

Paid time off starting at 15 days

Job summary

Panda Restaurant Group is seeking a Senior Manager, Guest Care to lead social engagement and community management strategies. This role involves overseeing a team to enhance online interactions and manage crises while driving brand loyalty.

The ideal candidate will have over 7 years of experience in digital customer experience and a degree in a relevant field. The position offers a hybrid work schedule along with comprehensive benefits, including medical insurance and a yearly bonus.

Qualifications

• 7+ years of experience in Social Care or Community Management.
• Proven track record in leading real-time social engagement and crisis-management.
• Obtaining a valid Food Handler’s Card within 30 days of employment.

Responsibilities

• Drive community engagement across social platforms.
• Lead crisis management communications during incidents.
• Develop insights from guest comments to enhance brand engagement.

Skills

Leadership

Crisis management

Social media engagement

Community management

Analytical skills

Education

Bachelor’s degree in Communications, Marketing, Business Administration, or related field

Tools

Sprout

Brandwatch

Job description

Senior Manager, Guest Care (Social Engagement & Listening)

The Senior Manager, Guest Care (Social Engagement & Listening) leads the management and growth of the Panda community on company‐owned social channels, establishes processes to identify and engage guests across a wide range of social platforms, and builds relationships with Panda guests, fans, and followers through daily conversation. The role includes hiring, training, coaching the Social Care & Community Management team, and developing long‑term plans in collaboration with the Executive Director, Guest Care.

Job Responsibilities

• Provides strategic leadership and talent development for the Social Care & Community Management organization: manages, trains, and coaches the team engaging with guests via social media platforms concerning their commendations, questions, and concerns; works with the Executive Director on staffing, evaluation, and retention.
• Drives the vision, growth, and governance of Panda’s owned social communities, leading the management and growth of the Panda community on company‑owned social channels (e.g., FB, TW, IG, TT, YT) to meet or exceed performance measurement goals.
• Functions as the primary crisis‑response lead, coordinating cross‑functional alignment with PR, Legal, Operations, and Marketing during high‑impact incidents, providing crisis‑readiness guidance and contributing to scenario planning.
• Champions an insights‑driven approach to community interaction, building relationships through daily conversation and drawing actionable insights from guest comments to create brand‑building opportunities.
• Designs and operationalizes enterprise‑wide processes for social listening, escalation, and engagement, enabling proactive identification of brand‑building opportunities and supporting PR initiatives across various platforms; serves as escalation point for the social team.
• Creates messaging and curates content that aligns with brand standards, attracting, engaging, informing, and retaining guests; works effectively with agency partners, Creative Design, PR, and Digital/Social teams.
• Partners with Marketing, Operations, and cross‑functional stakeholders to support campaign launches and omnichannel initiatives, community management, and social metrics data collection.
• Leads comprehensive reporting and strategic analyses, including performance dashboards, productivity assessments, competitive benchmarking, and trend forecasting; builds business cases for innovation, operational improvements, and resource optimization; advises the Executive Director on long‑term strategy.
• Manages Social Care & Community Management vendors/partners and programs, including use of monitoring tools such as Sprout and Brandwatch.

How We Reward You

• Hybrid work schedule
• 401K with company match
• Yearly bonus opportunity
• Full medical, dental, and vision insurance
• On‑site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays
• Continuous education assistance and scholarships
• Income protection including Disability, Life and AD&D insurance
• Bereavement leave
• Benefits available for eligible permanent full‑time associates

Your Background & Experience

• Bachelor’s degree in Communications, Marketing, Business Administration, or related field required.
• 7+ years of experience in Social Care, Community Management, Digital Customer Experience, or related fields within high‑volume consumer‑facing environments, with increasing management responsibility; proven track record leading real‑time social engagement and crisis‑management operations, including cross‑functional escalation, risk assessment, and executive communication.
• Obtaining a valid Food Handler’s Card within 30 days of employment is a requirement of this position.
• If hired, completion of annual store training.

Pay Range

M3: $127,000 – $178,000 per year (individual pay determined by work location and experience).

Equal Opportunity Employer

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender, gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to [e-mail].