[Remote] Senior Manager, Guest Relations & Brand Performance Support

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Note: The job is a remote job and is open to candidates in USA. Qdoba Restaurant Corporation is seeking a Senior Manager of Guest Relations who will design and deliver a best-in-class Guest Relations experience across the enterprise. This strategic role involves overseeing Guest Relations and Brand Performance Support functions to enhance Guest satisfaction and operational performance.


Responsibilities

  • Lead and develop two Guest Relations teams: Consumer Guest Support and Operational Support, ensuring clear role definition, accountability, and collaboration
  • Set performance expectations, coach managers and team members to deliver consistent, top-of-the-line brand-aligned experiences
  • Foster a positive, inclusive, and high-performance culture focused on service excellence and continuous improvement
  • Establish and maintain service level agreements with ticket response and resolution standards, ensuring timely, accurate, and empathetic support
  • Monitor queue health, escalation trends, and workload distribution to proactively address service risks
  • Continuously refine workflows, escalation paths, and routing logic to improve speed and quality of resolution
  • Lead with making it right for every guest
  • Own and optimize Guest Relations technology platforms, including ticketing systems, CRM tools, knowledge bases, and reporting dashboards
  • Partner in the design, implementation, and optimization of automated support solutions to improve self-service, reduce ticket volume, and enhance experience
  • Evaluate and implement new tools, software, and third-party solutions to advance Guest Relations capabilities
  • Manage third-party vendors, including performance oversight, contracts, and service quality
  • Define and track key performance indicators (KPIs) for both guest and franchise support functions
  • Deliver clear, actionable reporting to Leadership, highlighting trends, root causes, risks, and opportunities
  • Translate data and feedback into insights that influence cross-functional decision-making and experience improvements
  • Act as a trusted advisor to field leadership and corporate partners on Guest Relations trends and insights
  • Ensure high-quality, on-brand responses through regular quality audits, coaching, and process refinement
  • Develop and maintain comprehensive documentation for workflows, policies, and support procedures
  • Proactively identify systemic issues and partner cross-functionally to drive long-term solutions
  • Analyze Guest and Restaurant feedback across channels to identify patterns and opportunities
  • Measure and report the impact of new initiatives and operational changes

Skills

  • Bachelor's degree required
  • 5+ years Guest support experience within a large, complex, or nationally recognized brand
  • Emphasis on high-volume, SLA-driven environments
  • 3+ years people leadership experience
  • Experience managing SLA-driven operations for large brand
  • CRM, automation and analytics expertise
  • Strong executive communication and strategic thinking
  • Knowledge of Guest support processes, systems and software
  • Ability to analyze high volume of Guest feedback to produce fact-based, actionable insights
  • Strategic thinker, able to clearly synthesize information and challenge others to think differently in a constructive way
  • Strong oral and written communication skills, interpersonal skills, and presentation skills
  • Strong project management capabilities
  • Ability to juggle multiple projects in parallel and work effectively in a fast-paced environment with changing priorities and a diverse team
  • Ability to be detail oriented while keeping a big-picture orientation
  • Ability to lead and supervise others to execute projects
  • Proficiency with Microsoft Office software products (Word, Excel, and PowerPoint) and Microsoft Teams
  • Ability to work well across all levels of the organization and deal constructively with conflict
  • Demonstrates integrity and ethical behavior
  • Ability to speak/hear clearly in person and on the telephone
  • Ability to operate a computer keyboard
  • Ability to travel as business needs arise typically 10% – 15% of the time and sometimes during weekends

Benefits

  • Medical, Dental, Vision, & 401k
  • PTO (including vacation and sick)
  • Tuition reimbursement

Company Overview

  • Getting our start in 1995, QDOBA Mexican Eats now has more than 740 restaurants in the U.S. and Canada. It was founded in 1995, and is headquartered in Lakewood, Colorado, USA, with a workforce of 1001-5000 employees. Its website is https://www.qdoba.com/.

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