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CX Leader - Remote

Summary
CX Leader - Remote
Salary Competitive salary
Schedule Full Time
Experience Minimum 4 years of experience
Location

CX Leader - Remote


Description

At CAVA Support Centers we love what we do, and we try and make every day as fulfilling as the last. Our Support Center needs fanatics in tech, marketing, human resources, finance, operations, supply chain, and store development to support our growing brands.

 We foster a culture built on five core values: 

  • Positivity – Every one of us can change someone’s day for the better.   
  • Transparency –We use transparency to help us make decisions through open dialogue
  • Humility – We can always find ways to improve.
  • Fanaticism – We are passionate about the opportunity to turn every guest into a fanatic.
  • Thoughtfulness –We go above and beyond for our guests, our teams and communities. 

 
The Role:

The Sr Manager/Manager of CX will lead the customer service function to deliver best-in-class guest experience, aiming to meet benchmarks and reduce friction drivers in the experience. You will develop strategies and best practices that can scale with the growth of our business and support the evolving needs of millions of guests.

 You thrive working in a fast-paced, high growth environment. You are equally comfortable working with operations, marketing, finance, tech, data and loyalty teams. You think strategically but also dive into data to identify untapped opportunities to improve customer experiences.

Success will be measured primarily through CSAT scores, team productivity, adherence to SOPs and effectiveness of problem solving and partnership building.

 

What You’ll Do:

Team Leadership

  • Drive CX team performance to maintain brand service level standards and brand tone.
  • Own the people strategy for your function, including productivity, performance planning, and time allocation across a multi-state and virtual footprint with both remote and in-office team members.
  • You will motivate team members to exceed goals and effectively train team to ensure accuracy of response and knowledge of internal processes.
  • Problem solve with resiliency, empathy, composure and positivity.
  • Drive team member engagement and foster positive and productive team culture with enthusiastic leadership.
  • Lead with enterprise mindset.

CX Strategy and Planning

  • Define and execute the strategy and model for servicing our guests across all CAVA formats, platforms, products and channels.
  • Use data to develop and optimize performance analysis and identify opportunities for productivity and service improvements.
  • Proactively evaluate performance benchmarks to ensure standards are best in class.
  • Own process and experience transformation, staying at pace with CX function innovation, and develop roadmap for continuous investments in improvement with data-driven “build” vs “buy” and ROI analyses
  • Provide and optimize Voice of Customer feedback loop, including performance reporting to senior and cross-functional leadership.
  • Monitor and appropriately escalate customer care issues to prevent brand damaging experiences from tarnishing brand affinity.

 Partnerships

  • Manage relationships and contracts with technology vendors, Zen Desk, Yext, Paytronix, Yelp Business, etc.
  • Partner effectively with cross functional teams, including marketing, community management, operations, digital experience, tech, CPG team, people & culture.
  • Manage multiple priorities in a face-paced environment with effective communication and follow through.


The Qualifications:

  • 5+ years of experience leading individual contributors within a customer success/service/experience (or similar function) environment
  • Experience within a high growth, entrepreneurial, and ambiguous environment.
  • Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Speediness, resourcefulness and responsiveness to internal & external parties on short deadlines - ability to prioritize quickly
  • Demonstrated experience independently developing workforce planning strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
  • Experience utilizing and implementing enabling technology (i.e. ZenDesk style applications) to drive process improvement
  • Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
  • Ability to thrive and effectively drive results in a fast-paced and dynamic environment

What we offer: 

  • Competitive salary, plus bonus and long-term incentives*
  • Unlimited PTO, paid parental leave, plus paid opportunities to give back to the community
  • Health, Dental, Vision, Telemedicine, Pet Insurance plus more!
  • 401k enrollment with CAVA contribution
  • Company-paid STD, LTD, Life and AD&D coverage for salaried positions*
  • Free CAVA food
  • Casual work environment
  • The opportunity to be on the ground floor of a rapidly growing brand

 *Indicates qualifying eligible positions only

 

CAVA – Joining “A culture, not a concept”

As an equal opportunity employer, CAVA considers applicants for all positions without regard to race, color, sex, religion, national origin, disability, age, height, weight, marital status, sexual orientation, familial status, genetic information or any other characteristic or protected classes as defined by federal, state, or local law.

At CAVA Support Centers we love what we do, and we try and make every day as fulfilling as the last. Our Support Center needs fanatics in tech, marketing, human resources, finance, operations, supply chain, and store development to support our growing brands.

 We foster a culture built on five core values: 

  • Positivity – Every one of us can change someone’s day for the better.   
  • Transparency –We use transparency to help us make decisions through open dialogue
  • Humility – We can always find ways to improve.
  • Fanaticism – We are passionate about the opportunity to turn every guest into a fanatic.
  • Thoughtfulness –We go above and beyond for our guests, our teams and communities. 

 
The Role:

The Sr Manager/Manager of CX will lead the customer service function to deliver best-in-class guest experience, aiming to meet benchmarks and reduce friction drivers in the experience. You will develop strategies and best practices that can scale with the growth of our business and support the evolving needs of millions of guests.

 You thrive working in a fast-paced, high growth environment. You are equally comfortable working with operations, marketing, finance, tech, data and loyalty teams. You think strategically but also dive into data to identify untapped opportunities to improve customer experiences.

Success will be measured primarily through CSAT scores, team productivity, adherence to SOPs and effectiveness of problem solving and partnership building.

 

What You’ll Do:

Team Leadership

  • Drive CX team performance to maintain brand service level standards and brand tone.
  • Own the people strategy for your function, including productivity, performance planning, and time allocation across a multi-state and virtual footprint with both remote and in-office team members.
  • You will motivate team members to exceed goals and effectively train team to ensure accuracy of response and knowledge of internal processes.
  • Problem solve with resiliency, empathy, composure and positivity.
  • Drive team member engagement and foster positive and productive team culture with enthusiastic leadership.
  • Lead with enterprise mindset.

CX Strategy and Planning

  • Define and execute the strategy and model for servicing our guests across all CAVA formats, platforms, products and channels.
  • Use data to develop and optimize performance analysis and identify opportunities for productivity and service improvements.
  • Proactively evaluate performance benchmarks to ensure standards are best in class.
  • Own process and experience transformation, staying at pace with CX function innovation, and develop roadmap for continuous investments in improvement with data-driven “build” vs “buy” and ROI analyses
  • Provide and optimize Voice of Customer feedback loop, including performance reporting to senior and cross-functional leadership.
  • Monitor and appropriately escalate customer care issues to prevent brand damaging experiences from tarnishing brand affinity.

 Partnerships

  • Manage relationships and contracts with technology vendors, Zen Desk, Yext, Paytronix, Yelp Business, etc.
  • Partner effectively with cross functional teams, including marketing, community management, operations, digital experience, tech, CPG team, people & culture.
  • Manage multiple priorities in a face-paced environment with effective communication and follow through.


The Qualifications:

  • 5+ years of experience leading individual contributors within a customer success/service/experience (or similar function) environment
  • Experience within a high growth, entrepreneurial, and ambiguous environment.
  • Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
  • Speediness, resourcefulness and responsiveness to internal & external parties on short deadlines - ability to prioritize quickly
  • Demonstrated experience independently developing workforce planning strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
  • Experience utilizing and implementing enabling technology (i.e. ZenDesk style applications) to drive process improvement
  • Ability to connect with staff at all levels and provide hands on enthusiastic leadership to effectively manage change
  • Ability to thrive and effectively drive results in a fast-paced and dynamic environment

What we offer: 

  • Competitive salary, plus bonus and long-term incentives*
  • Unlimited PTO, paid parental leave, plus paid opportunities to give back to the community
  • Health, Dental, Vision, Telemedicine, Pet Insurance plus more!
  • 401k enrollment with CAVA contribution
  • Company-paid STD, LTD, Life and AD&D coverage for salaried positions*
  • Free CAVA food
  • Casual work environment
  • The opportunity to be on the ground floor of a rapidly growing brand

 *Indicates qualifying eligible positions only

 

CAVA – Joining “A culture, not a concept”

As an equal opportunity employer, CAVA considers applicants for all positions without regard to race, color, sex, religion, national origin, disability, age, height, weight, marital status, sexual orientation, familial status, genetic information or any other characteristic or protected classes as defined by federal, state, or local law.


Details
Salary Competitive salary
Schedule Full Time
Experience Minimum 4 years of experience
Location

Skills
Customer Service
ZenDesk
CX
Measure CSAT
Innovate
By applying you confirm you have these skills.

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