Manager of Operations & Customer Service (Ops CX)

Voice of the Customer & Experience Management

Own the Feedback Loop: Oversee the Voice of the Customer ecosystem across Ovation, Dropadime, and SOCi.
Lead and Support: Directly manage the Customer Experience Coordinator. You will oversee goal-setting, performance, and workload—actively monitoring their emotional bandwidth and stepping in for PTO or high-volume coverage.
Handle Escalations: Resolve complex customer issues directly, applying Cheba Hut's guest philosophy while looping in cross-departmental leads when needed.
Refine Processes & Insights: In collaboration with ops and training, build documented SOPs for emerging issue types. Deliver a weekly actionable insights report to leadership, and run monthly tagging analyses to continuously improve guest feedback trends.

Event Content & FBR Survey Coordination

Orchestrate Owner-Facing Content: Lead the planning and cross-departmental coordination of slide content for owner-facing events, including Quarterly Owner Webinars, AFM, Toker Tank, and Regional Forums.
Manage the FBR Survey: Coordinate annual Franchise Business Review survey logistics each September, including recipient lists and executive leadership question compilation.

Food Safety Subject Matter Expert (SME)

Set the Standard: Maintain active ServSafe certification and serve as a certified proctor for internal team needs.
Stay Ahead: Keep Food Safety SOPs up to date and pursue ongoing external education on regulatory changes and industry best practices.

Supervisory Responsibilities

Directly manage, mentor, and conduct regular 1:1s with the Customer Experience Coordinator.
Provide proactive coverage during peak volume or time-off periods to ensure front-line burn-out is prevented and operational flow remains uninterrupted.

What You Bring to the Session

• The Track Record: 3–5+ years in restaurant, retail, hospitality, or operations with a focus on customer experience.
• The Mentality: A true "shop-first / customer-first" mindset paired with high emotional intelligence and sound judgment under pressure.
• The Tech & Tools: Experience with guest feedback platforms (Ovation, SOCi, or similar), Google Workspace, AI tools (Claude), and modern tech stacks.
• The Communication Chops: Exceptional written and verbal skills with a knack for turning complex data into clear, bulleted executive reports and engaging event content.
• The Credentials: ServSafe certification required (Proctor certification required or able to obtain).

Physical Requirements & Working Conditions

• Ability to work at a desk/computer for 8+ hour office shifts, with the stamina for up to 10-hour days during peak operational pushes.
• Strong mobility and ability to lift up to 47 lbs.
• Travel up to 25% via plane or motor vehicle.
• Consistent access to a working smartphone.