• $95-105k per year bonus!
• 100% Remote in the United States

Potbelly Sandwich Shops, where Good Vibes and Great Careers are a way of life! Come Build the Potbelly Nation with us.

Potbelly got its start in 1977 as a small antique store that turned into a lines-out-the-door neighborhood sandwich shop.

We continue to wake up every day with one goal : Make people happy through good vibes and delicious craveable food. Put those awesome ingredients together, and there’s no telling what we’ll cook up next!

Medical, Dental, Vision, Domestic Partner Benefits, Spouse & Children Benefits, 401k with a match, Flexible Spending Account, Paid Time Off, Incentive Bonus Plan, Paid Holidays, Short-Term Disability, Long-Term Disability, Life / AD&D Insurance, Home office allowance, Cell phone allowance, Internet allowance, mileage reimbursement, AMEX travel card provided.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

JOB DESCRIPTION

Manager, Customer Care & Reputation

GENERAL DESCRIPTION

The Manager, Customer Care & Reputation will serve as the protector of customer loyalty, frequency, and satisfaction, as well as defender of brand reputation, by leading the monitoring and response to customer contacts across multiple feedback channels, including our Talk to Us survey, online reviews, social posts, app store reviews, and 3rd party delivery feedback.

This role will also be responsible for leading selection of tools and vendors for customer care and brand reputation to evolve and optimize the function and efficiency and effectiveness of resolving customer issues;

also daily, independent management of those tools and vendors.

This is both a leadership and hands on role that is expected to both oversee team members and actively participate on a daily basis in resolving customer cases, to ensure as a collective team that all customer issues are resolved in a timely manner.

This role will be responsible for synthesizing and analyzing customer feedback across various sources to understand key themes that help improve the business and drive higher customer satisfaction.

This position reports to the Director, Consumers Insights & Innovation and works closely with Potbelly cross-functional teams.

Potbelly looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Our marketing professionals need to demonstrate strong analytical skills and an ability to flex to changing needs.

Our marketers are team players, comfortable with ambiguity and passionate about delivering results. Strong communication skills, both written and oral, are paramount for the position.

The position will require cross-functional interaction and will give broad exposure to aspects of a growing business.

FOCUS

Responsibilities

• Lead and behave according to the Potbelly Values and uphold the Potbelly Advantage.
• Support the organization's customer satisfaction and insights agenda
• Manage and lead all aspects of customer care and brand reputation, including resolving cases, assisting operators and operations leaders with customer and customer tool related issues, and providing frequent customer insights and recommendations to both Operations and Marketing partners based on learning across customer feedback channels
• Lead evolution of tools and practices for customer care and brand reputation and provide recommendations to leadership
• Effectively manage and leverage vendor relationships and external partners as needed to achieve the goals of the position
• Think and act with a broader business lens, delivering customer learning that inspires growth across the organization
• Inspire change through actionable storytelling, digestible customer findings, and identifying the "so what" behind the data
• High level of professionalism and confidence with the ability to build credibility with leadership, team members, and business partners and establish effective working relationships
• Other tasks, as required

ESSENTIAL PHYSICAL FUNCTIONS

• Must have the ability / stamina to work a minimum of 45 to 55 hours a week
• Ability to travel as needed, multiple times throughout the year.
• Ability to finely manipulate and key in data.
• Must be able to work in both warm and cool environments, indoors and outdoors.
• Must be able to tolerate higher levels of noise from music, customer, and employee traffic.
• Must be able to engage in problem-solving skills to help identify and solve customer and field issues.
• Must be able to communicate heavily through text, telephone, e-mail, instant messaging, video conferencing, and in- person communications.

EXPERIENCE, EDUCATION AND BEHAVIORS

• Bachelors Degree in Marketing, Business, Psychology or similar
• 5 years of experience managing Customer Care and leading Customer Care team members in Restaurant or CPG
• Demonstrated ability to lead the growth of the customer care function and related tools
• Demonstrated ability to lead vendor relationships independently and proficiently
• Strong knowledge and experience with customer care and brand reputation software platforms and analytical tools
• Demonstrated ability to analyze and integrate data from multiple customer feedback channels into clear, actionable insights and stories
• Experience creating and optimizing customer feedback surveys and customer care response scripts
• Experience in presenting insights findings across a variety of audiences, including executive-level leaders
• Customer first mindset and passion for the brand
• Demonstrated creative and analytical thinking
• Proficiency in MS Outlook, Word, Excel, and PowerPoint required
• High attention to detail and timely, independent follow-through
• Ability to handle confidential and sensitive information

Last updated : 2024-05-16