Service & Support Lead

Papa John's International , Inc.; Louisville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Papa Johns is seeking a Customer Service & Support Lead to coordinate real-time delivery visibility across the PJFS network. You will monitor routes, validate ETAs, manage exceptions, and communicate with Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

The role emphasizes proactive problem solving, KPI reporting, and collaboration with franchise and corporate partners to maintain service continuity seven days a week.

Qualifications

• 4+ years of relevant experience in operations or logistics.
• Bachelor's degree preferred.
• Advanced Excel skills (Pivot Tables, VLOOKUP, formulas).

Responsibilities

• Monitor delivery routes for on-time departure and delivery.
• Identify delayed routes and mitigate disruptions.
• Track ETA accuracy and update system projections.
• Communicate delays to stakeholders and restaurants.
• Support leadership with reporting and KPI analysis.

Skills

Analytical thinking

Cross-functional coordination

Customer service

MS Office proficiency

Education

Bachelor's degree

Tools

Excel

Job description

Job Summary

The Customer Service & Support Lead serves as the central point of coordination for real-time delivery visibility across the PJFS distribution network. This role proactively monitors route execution, validates ETA accuracy, manages service exceptions, and coordinates communication between Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

Duties and Responsibilities (other duties as assigned)

• Monitor active QCC delivery routes to ensure adherence to scheduled departure, transit, and delivery timelines.
• Proactively identify delayed or at-risk routes and take appropriate action to mitigate service disruptions.
• Track route progress and completion status, escalating issues that may impact service levels or customer satisfaction.
• Provide continuous oversight of Estimated Time of Arrival (ETA) accuracy and validate system-generated projections.
• Partner with QCC teams to adjust ETAs based on real-time factors, including traffic, weather, and operational constraints.
• Communicate delivery delays and service interruptions to relevant stakeholders.
• Collaborate with dispatch, warehouse, transportation, and customer relations teams to minimize operational disruptions and maintain service continuity.
• Identify recurring operational challenges and trends, contributing to continuous improvement initiatives and process enhancements.
• Support leadership through reporting, KPI tracking, performance analysis, and operational insights.
• Deliver world-class customer service by resolving restaurant issues in real time and ensuring locations receive the products necessary to support business operations and sales.
• Develop and maintain strong business relationships with Franchise and Corporate restaurant partners to ensure compliance with established processes and service expectations.
• Support and maintain critical seven-day operational coverage, ensuring continuous restaurant support and timely issue resolution.
• Monitor routes requiring manual ETA intervention due to delays, out-of-sequence execution, equipment issues, weather, or other operational disruptions.
• Ensure route execution changes and ETA updates are accurately reflected in transportation visibility systems.
• Proactively communicate updated ETAs and service disruptions to restaurants and internal stakeholders to maintain accurate customer expectations.
• Monitor route sequence execution and coordinate with Transportation when routes are not run as planned.
• Coordinate cross-functional service recovery efforts to minimize the impact of delivery disruptions on restaurants.
• Serve as the central point of coordination for daily route visibility, ETA management, and delivery exception communication across the PJFS network.

Education, Experience & Certifications

• 4+ years of experience relevant work experience
• Bachelors degree preferred
• Advanced experience with Microsoft Excel tools (Pivot Tables, VLOOKUP, Graphical Representation, Various formulas, nested functions, etc.

Functional Skills

• Ability to analyze route performance, service exceptions, and operational data to identify trends and support timely decision-making
• Ability to coordinate across Transportation, Distribution, Customer Service, and restaurant stakeholders to resolve delivery issues and maintain service continuity
• Knowledge of restaurant and distribution center operations
• Proficient working knowledge of MS Office Suite required: Excel, Word, PowerPoint
• Excellent oral and written communication skills
• Strong communication skills
• Ability to work with little or no supervision.
• Strong customer service skills

Our Values

• EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.
• DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.
• PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.
• INNOVATE TO WIN – We champion and challenge for a better way in all we do.
• HAVE FUN – We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies

• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.
• CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.
• BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.
• WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity

Papa Johns is an equal opportunity employer.

Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.