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Full job description
Who is Taco Bell?
Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone’s favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We’re not only the largest Mexican-inspired quick service brand (QSR) in the world, we’re also part of the biggest restaurant group in the world: Yum! Brands.
Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn’t been done before… we will continue to be inclusive, bold, challenge the status quo and push industry boundaries.
We’re a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we’re at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más.
At Taco Bell, we’re Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below.
About the Job:
This fun and fast-paced position within the Customer Experience team will oversee the design and implementation of customer recovery systems and efficiencies. Working closely with key cross functional partners and external vendors to deliver best-in-class post purchase recovery solutions and improvements to the customer experience.
This will be responsible for supervising projects and spearheading innovative enhancements in collaboration with our Digital + Technology teams, including self-service recovery, centralization of care channels, and implementation of automation through bots and process flows. Additionally, the role will manage our technical implementation vendors and coordination of launch activities + ongoing support with the CX team. Working with the team’s Operations Analyst and Data Analyst, you will also manage restaurant CX programs and coordinate evergreen support. You must have experience in customer journey mapping/design, as well as a strong ability to comprehend/communicate technical projects and their impact to key business initiatives. Project management skills are essential, as the role will be involved in high-profile projects that necessitate cross-functional collaboration. Excellent communication skills are critical to ensure successful outcomes in this dynamic and visible role.
This individual must be passionate about the restaurant business and our brand. Taco Bell is very proud of our exciting and innovative culture and is seeking individuals who truly enjoy working collaboratively each day!
The Day-to-Day:
Design, Implement, and Maintain Customer Care Recovery Systems + Efficiencies – 70%
- Partners with cross-functional partners such as Digital and Technology teams to align on key initiatives and timelines, ensuring agreement on project scopes, objectives, and deliverables.
- Coordinate with external vendor partners and CX team on project activities, resources, and tasks to meet project timelines and milestones.
- Monitor project progress and identify potential risks or roadblocks; propose appropriate solutions to mitigate risks and ensure successful project delivery.
- Manage vendor relationships for technical implementations, ensuring vendors are meeting SLAs and contractual agreements.
Design, Implement, and Maintain Enhancements to Restaurant Facing Customer Feedback Programs – 30%
- Oversee “The Loop” customer feedback field program, working closely with the CX team’s Data Analyst and Operations Analyst on evergreen support and continual improvement.
- Partner with Restaurant and Technology teams to identify and implement solutions to improve the overall functionality and utilization of the program.
Additional Responsibilities
- Coaching and development of direct report(s)
Is This You?
- BS/BA degree in relevant fields
- 5+ years of experience in project management, as well as customer experience (CX) program design, customer recovery, and/or customer journey mapping
- Strong verbal and written communication skills, capable of conveying and understanding complex technical processes in a clear and concise manner.
- Proficient in Salesforce administration
- Excellent organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively.
- Demonstrated problem-solving abilities and a proactive approach to resolving challenges.
Work-Hard, Play-Hard:
- Hybrid work schedule and year-round flex day Friday
- Onsite childcare through Bright Horizons
- Onsite dining center and game room (yes, there is a Taco Bell inside the building)
- Onsite dry cleaning, laundry services, carwash,
- Onsite gym with fitness classes and personal trainer sessions
- Up to 4 weeks of vacation per year plus holidays and time off for volunteering
- Tuition reimbursement and education benefits
- Generous parental leave for all new parents and adoption assistance program
- 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting
- Comprehensive medical & dental including prescription drug benefits and 100% preventive care
- Discounts, free food, swag and… honestly, too many good benefits to name
Salary Range: $93,800 to $113,000 annually + bonus eligibility + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
At Taco Bell, we Live Más and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self!
Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic.
Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.
Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.
California Residents: For more information about the categories of personal information we collect from you and how we use, sell, and share that information, please see our Privacy Notice for California Contractors and Privacy Notice for California Employees.
