Description
Summary of Job Description:
The Director, Guest Care serves as the leader for Panda's Voice of the Customer (VoC) programs and has responsibility for the development and implementation of the VoC strategy across the organization. This position oversees our Social Media Community Management, Contact Center and Guest Experience Measurement teams to capture, analyze, and utilize customer feedback to enhance customer satisfaction, loyalty, and overall business performance. The Director works closely with various departments to ensure that customer insights are integrated into decision-making processes.
You'll get a chance to:
- Develop and implement a comprehensive VoC strategy aligned with the company's objectives.
- Establish clear goals, metrics, and KPIs for the VoC program to measure success and drive continuous improvement.
- Oversee the collection of customer feedback through various channels (surveys, social media, reviews, etc.).
- Implement advanced analytics to derive actionable insights from customer data. Utilizes customer feedback to identify trends, pain points, and opportunities for improvement.
- Create and deliver regular reports and presentations to stakeholders on VoC insights and recommendations.
- Communicate VoC findings to the broader organization to ensure alignment and engagement.
- Partner with Marketing, Operations, Finance, and other departments to ensure customer insights are integrated into their strategies and initiatives.
- Foster a customer-centric culture throughout the organization by promoting the importance of customer engagement and feedback.
- Facilitate cross-functional workshops and meetings to discuss VoC findings and develop action plans.
- Develop and implement guest care policies, procedures, and standards to ensure consistent and high-quality service.
- Resolve escalated guest issues and complaints in a timely and effective manner, ensuring guest satisfaction and loyalty.
- Lead the Guest Care team, overseeing a team of managers, analysts and specialists. Selects, coaches, and provides performance feedback to associates to elevate their performance.
- Work with the Executive Director to select, evaluate, and retain staff.
- Identify and implements the best-in-class VoC tools and technologies to enhance data collection and analysis.
- Stay abreast of industry trends and emerging technologies in VoC and customer experience management.
- Develop and manage the Guest Care budget, ensuring cost-effective use of resources.
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 and experience:
- Bachelor's degree in Marketing, Business Administration, or a related field (Master's degree preferred).
- Minimum ten years of experience in customer experience management, marketing or a related field, with at least 5 years in a leadership role; proven track record of developing and executing successful VoC programs in a large, multi-location organization.
- Successful completion of initial and periodically required trainings.
- Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
Pay Range: M4: $161,000 - $226,000 / Annual
* Within the range, individual pay is determined using various factors, including work location and experience.
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