Remote Global Operations Manager — Customer Experience Specialist

🏢 ABOUT THE COMPANY

Chick-fil-A is a multinational fast-food empire, founded in 1946 by S. Truett Cathy in Hapeville, Georgia, USA. We are a privately held company with over 2,600 locations across the United States, Canada, and internationally. Our mission is to treat every person with honor, dignity, and respect, and to serve the community through exceptional customer service. Chick-fil-A has been consistently ranked as one of the 'Best Places to Work' in the US, with a strong culture of teamwork, customer focus, and community involvement.

🎯 ROLE OVERVIEW

As a Remote Global Operations Manager — Customer Experience Specialist, you will play a critical role in driving customer satisfaction and loyalty across our global operations. Working closely with our Operations Leadership Team, you will develop and execute strategies to enhance the customer experience, improve operational efficiency, and drive revenue growth. You will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing changes to our processes and systems. This role will require strong analytical, problem-solving, and communication skills, as well as the ability to work effectively in a remote team environment.

📋 KEY RESPONSIBILITIES

• Develop and implement customer experience strategies across our global operations, aligned with our company's mission and values.

• Analyze customer feedback and identify areas for improvement, recommending changes to our processes and systems to enhance the customer experience.

• Collaborate with our Operations Leadership Team to develop and execute operational plans, ensuring alignment with our company's goals and objectives.

• Develop and maintain relationships with key stakeholders, including franchisees, suppliers, and partners.

• Provide coaching and training to our operations teams to improve customer service skills and knowledge.

• Conduct regular site visits to assess customer experience and provide feedback to our franchisees.

• Develop and implement metrics to measure customer experience and track progress against goals.

• Stay up-to-date with industry trends and best practices in customer experience and operations management.

• Collaborate with our IT team to develop and implement technology solutions to improve the customer experience.

• Develop and manage budgets for customer experience initiatives.

• Recruit, train, and develop a team of customer experience specialists.

✅ REQUIRED QUALIFICATIONS

• 5+ years of experience in customer experience management, operations management, or a related field.

• Bachelor's degree in Business Administration, Marketing, or a related field.

• Proven track record of improving customer satisfaction and loyalty in a previous role.

• Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform business decisions.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Experience with customer experience metrics and analytics.

• Ability to work in a fast-paced, dynamic environment.

• Strong understanding of Chick-fil-A's mission, values, and operations.

⭐ PREFERRED QUALIFICATIONS

• Master's degree in Business Administration or a related field.

• Experience with technology solutions to improve the customer experience, such as CRM systems or customer feedback tools.

• Knowledge of Chick-fil-A's operations systems and procedures.

• Experience in a leadership role, managing a team of customer experience specialists.

• Certification in customer experience or operations management.

💰 WHAT WE OFFER

We offer a highly competitive salary range of €50,000 - €80,000 per year, depending on experience. In addition, we provide a comprehensive benefits package, including health insurance, retirement plan, and vacation days. We also offer a generous learning and development budget to support your professional growth and development. As a remote worker, you will have the flexibility to work from home and enjoy a better work-life balance. Our team culture is collaborative, supportive, and values-driven, with opportunities for career growth and advancement.

👥 ABOUT THE TEAM

Our team is made up of experienced professionals from diverse backgrounds and industries. We are a close-knit team that values collaboration, open communication, and mutual respect. We have a strong focus on customer experience and strive to deliver exceptional results in everything we do. Our team has a proven track record of innovation and creativity, and we are passionate about making a positive impact on our customers and the community.

📨 HOW TO APPLY

To apply for this role, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you and exploring how you can contribute to our team's success.

📋 Job Details

Job Type	🌐 Remote
Location	Berlin, DE
Address	Friedrichstraße 123, 10117
Salary	EUR 50,000 – 80,000 / year
Industry	General
Company	Chick-fil-A
Valid Until	2026-09-14

📨 How to Apply

Submit your updated CV and a brief cover letter to Chick-fil-A. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.