Customer Service Process Improvement Senior Manager
Project Management / Professional Services
Full Time
Welcome to Whataburger Careers!
This position is responsible for managing the end-to-end processes as it pertains to the internal systems that the customers experience at Whataburger. The systems include but are not limited to Drive-thru, Front Counter, and the Digital Experience Revenue Ports. The position will manage the development of key diagnostics materials, reports that will influence action, as well as define, develop, and deploy enhancements that will positively impact the enterprise (Corporate and Franchise Locations). Collaborates with a multitude of cross-functional departments and all levels of leadership representing operations on all new and existing projects within the restaurant scope.Total Rewards:
- Competitive Weekly Pay
- Bonus Program with 250% Upside Potential
- Performance for Pay Program – Eligibility to Receive a Pay Increase Once a Year, Based on Performance
- Opportunities for Career Development and Growth
- Healthcare and Life Insurance Benefits
- Paid Time Off - 5 Weeks on Day 1
- Flex Weeks - Remote Work Arrangement
- Paid Corporate Holidays
- 401(k) Savings Plan with a Competitive Company Match
- Paid Parental Leave – Subject to Eligibility Requirements
- Short-Term Disability
- Long-Term Disability
- Scholarship Program - You and Your Dependents are Eligible!
- Whataburger Family Foundation (Hardship Grant Assistance)
- Discounted Meals For You and a Guest
- Wireless Service Discounts
- Computer & Software Discounts
- Fitness / Gym Discounts
- Awards and Recognition For All You Do
- Retirement Celebration Program
Responsibilities:
- Organizes and creates the enterprise level roadmap for all the customer experience systems for all enterprise level enhancements.
- Determines and secures all resources needed to implement the enhancements for the enterprise.
- Organizes and conducts meetings with stakeholders to review existing procedures and identify opportunities for process improvement.
- Validates and enhances procedures, documents, and resources associated with systems to ensure business relevance and future needs.
- Manages the development of the Key Performance Indicators (KPIs) within the restaurant systems. Monitors and coaches on performance.
- Provides a detailed overview of performance specific to the restaurant systems for key meetings, stakeholders, and events (i.e., Quarterly Outlook Planning, Quarterly Business Planning, Leadership Summit).
- Creates and conducts audits and implements processes aimed at improving efficiencies, reducing time needed for units to maintain key success factors.
- Creates and publishes communications to support adoption of processes within systems.
- Assumes additional responsibilities as assigned.
Education:
- Bachelor’s degree or equivalent work experience required
Experience:
- 7+ years’ experience preferably in restaurant industry
Knowledge, Skills & Abilities:
- Proficiency in MS Office Word, Excel, Outlook, Power Point, and Visio (as applicable)
- Proficiency in Workday (as applicable)
- Ability to communicate, influence, and negotiate decisions while motivating assigned staff
- Ability to work in a team environment
Working Conditions/Travel Requirements:
- Expected to work the necessary time to satisfactorily fulfill job responsibilities
- Must be able to report to work timely and as required by operational/business needs
- Must be able to work a full-time schedule and work outside of normal business hours when necessary
- Some travel, both local and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary
