TheSenior Manager, CustomerExperienceleads the daily operations, performance, and evolution of Restaurant Technologies' Customer Care Centerand Retention Team.This roleis responsible fordeliveringhigh-quality, responsive, and proactive customer experience that strengthens retention, supports field operations, and protects revenue. This leader drives service excellence through performance management, data-driven decision making, and cross-functional collaboration; ensuringthecustomerexperienceis not just reactive, but a strategic contributor to long-term growth. Location This is a fully remote position. The candidate must be located within the continental US. Compensation The base salary range for this position is $100,000 - $140,000 annually, plus a 20% bonus opportunity. Please note that the base salary will vary within this range and is based on candidate experience and qualifications, geographic location and market conditions. Core Responsibilities 1. Strategic Leadership: Develop and implement strategic initiatives to enhance customer care operations and elevatethe customerexperience. Set performance goals and KPIs for the Customer Care Centerand Retention Specialists. Providestrategic guidance on process improvements and technology adoption tooptimizecustomer service deliveryand customer retention. Lead Salesforce Sales Cloud ownership, driving system optimization, data integrity, and workflow enhancements. 2. Operational Leadership: Serve as the Product Owner forTalkdesk, overseeing strategy, configuration governance, and cross-functional alignment to ensure a seamless and scalable telephony experience. Oversee daily Customer Care Centerand Retention teamperformance across phone, email, and digital channels. Proactivelyreview and share weekly and monthly reporting to support data driven decision making Lead workforce planning, scheduling, and forecastingbased on call volumes andoptimizeresource allocation, inclusive of 3rdparty resources during peak periods and off hours. Effectively and efficientlyidentifyand resolve complex customer issues and problems. Facilitate the development and implementation of processes that deliver excellent customer satisfaction. Work with depot staff and regional operations managers to ensuretimelyand effective implementation of customer service. Ensure service level adherence (SLA), quality standards, and escalation management. 3.Team Leadership & Development Lead and develop supervisors and frontline care representatives. Establish clear performance expectations and accountability. Drive a culture of service excellence, urgency, and ownership. Improve employee engagement and retention within the care center. Monitor team performance, provide feedback, and implement coaching and development plans. 4.Customer ExperienceImpact: Proactivelyidentifyand address customer pain points and opportunities for service improvement. Champion acustomerallinculture within the Customer Care Center and across the organization. Interact with various departments within Restaurant Technologies to provide customers withoptimalsolutions within establishedtime framesand resources. Qualifications/Key Competencies: Education:Bachelor's degreepreferred. Computer Skills:Advancedproficiencyin Microsoft Excel and PowerPoint, as well as experience with CRM and call center software (e.g., Oracle). Experience:5+ years of related experience, including 3+ years in acustomer care/call centerleadershiprole. Experienceleadingteam of 25+isrequired. Strategic Leadership:Ability to develop and execute strategic plans, drive organizational change, and inspire teams to achieve ambitious goals. Customer Experience Management:Deep understanding of customer service principles and best practices, with a focus on exceeding customer expectations.Proventrack recordof improving customer experience and retention. Coaching and team developmentProven ability to mentor, coach, and develop high-performingremoteteams. Operational Excellence:Strong analytical and problem-solving skills, with a focus on process improvement and efficiency. Conflict resolution & escalation managementManages customer situations; Responds promptly to customer needs;Solicitscustomer feedback to improve service; Responds to requests for service andassistance; Meets commitments. Communication and Collaboration:Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions;Participatesin meetings.Collaborate effectively with cross-functional teams. Motivation:Sets and achieves challenging goals;Demonstratespersistence and overcomes obstacles; Measures self against standard of excellence. Data-driven decision making:Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data. Inclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we're proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law." If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997. Restaurant Technologies is a Military & Veteran friendly company. Culture & Benefits Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We've cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We've earned recognition as a "Best Place to Work," by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota's Fastest Growing Companies list. In addition, we've earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner. Who We Are Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets. RTI, Inc. is an Equal Opportunity Employer, M/F/D/V. In addition to federal law requirements, RTI complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and training.
