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Salad and Go is on a mission to make fresh, nutritious food convenient and affordable for ALL. Salad and Go is built on a model of speed and efficiency, operating small drive-thru-only locations and serving an intentionally streamlined menu that allows the company to offer the lowest possible prices to its guests. Salad and Go sources fresh, quality ingredients, self-distributed to stores and made-to-order for guests. A community-focused company, Salad and Go prides itself on giving, donating 4,000+ fresh-made salads per week to local non-profits. Salad and Go was founded in 2013 in Gilbert, Arizona. The company currently operates 100+ stores across Arizona, Nevada, Texas, Oklahoma and growing.

Salad and Go is seeking a Guest Services Manager who will be responsible for leading a team that provides an outstanding experience to Salad and Gos thousands of guests. You'll lead a dynamic team of Guest Services Coordinators with the goal of taking our guest support to the next level.

This is a hybrid position that will require working 3 days per week in the office.

As the Guest Services Manager, you will:

• Compile, analyze and present guest feedback and insights using multiple sources.
• Address and resolve guest complaints and concerns. May provide occasional coverage for escalated guest concerns outside of normal business hours.
• Develop and train team members on how to respond and defuse guest situations in a calm, timely and effective manner.
• Use data to highlight insights and trends and present findings in key meetings both internally and externally with vendors
• Operate with a willingness to grow with a diverse team that has passion for what we do and the impact we are making toward this industry
• Assist with managing the relationship with our Guest Experience and Help Desk vendor, including strategy sessions, weekly calls and revising survey content
• Demonstrate expertise in all technologies used in the store environment including Olo online ordering, NCR systems, etc.
• Inspire trust, teamwork and positive team relationships with other departments.
• Commitment and discipline working in a hybrid location, remote as well as dedicated workspace at HQ.
• Ensure the security and privacy of guest information through education, compliance, and resolution of issues.
• The hours and schedule for this position will vary by week and include weekend hours depending on business needs.

Requirements

• 3+ years leading a guest services team, including managing direct reports.
• Well versed in managing and operating a CX platform (SMG, Qualtrics, Medallia)
• Service minded and fanatical about improving the guest experience
• Strategic thinker with a passion for using data to inform trends and new opportunities
• Organized and have a good working knowledge of help desk software (Zendesk, Zoho, Freshdesk), Office 365 and social media
• Ability to multitask in a fast-paced environment
• Ability to travel up to 20%

Benefits

• Competitive pay + bonus potential
• Open PTO Program
• Health, dental and vision insurance
• 401(k) with company match
• Growth potential with a fast-growing company
• Complimentary Salad and Go food

Recruitment Agencies: We are not utilizing external 3rd party recruitment agencies for this search. Should those needs change, we will seek your assistance directly.