Manager, Guest Care (Contact Center) (P1-2024977-1)

Summary of Job Description:

The Manager, Guest Care (Contact Center) is responsible for leading the day-to-day operations of the company's customer contact center, which supports guest interactions across phone, chat, email, and social media channels. This leader ensures high performance, operational efficiency, and a consistently excellent guest experience that reflects our brand values. Reporting to the Executive Director of Guest Care, the Manager oversees an internal team and external vendor partners, driving KPIs such as first contact resolution, service levels, CSAT, and adherence to quality standards. This position is responsible for conducting analyses on all guest care data and identifying trends to improve our guest experience.

Job Responsibilities:

• Leads Daily Operations: Manages the contact center's day-to-day functions across all customer support channels. Monitors real-time performance to ensure SLAs are met. Maintains high levels of customer satisfaction by continuously improving call quality, resolution rates, and escalation handling.
• Vendor Oversight: Partners with third-party contact center vendors to ensure alignment with company expectations, SOPs, budget and quality standards.
• Training & QA: Coaches, develops, and inspires a team of contact center supervisors and agents. Delivers regular feedback, career development, and performance reviews. Oversees agent onboarding, training, and quality assurance programs to maintain consistent and high-quality service delivery.
• Performance Reporting: Uses dashboards and analytics tools to track contact center KPIs and delivers insights to leadership on trends, gaps, and opportunities.
• Process Optimization: Identifies, recommends, and implements process and technology improvements to drive efficiency and scalability in the contact center.
• Crisis Management: De-escalates crisis situations and leads the contact center's response to peak periods, outages, and other urgent situations with speed and clarity. Partners with cross-functional teams as appropriate to ensure company-wide response on high-profile matters.
• Team Development: Works closely with the Executive Director of Guest Care to recruit, select and develop internal associates to elevate their capabilities & support career advancement.

How we reward you:

• Hybrid Work schedule
• 401K with company match
• Yearly bonus opportunity*
• Full medical, dental, and vision insurance *
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays*
• Continuous education assistance and scholarships*
• Income protection including Disability, Life and AD&D insurance*
• Bereavement leave*

*Benefits available for eligible permanent full time associates

Your background & experience:

• Bachelor's degree or equivalent experience in Business, Communications, Operations, or related field.
• Minimum five years of experience in contact center operations, including managing teams and vendor partners, preferably in a nationwide multi-location retail or restaurant environment
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.
• If hired, completion of annual store training.

Pay Range: M2: $112,500 - $158,000 / Annual

* Within the range, individual pay is determined using various factors, including work location and experience.

#LI-Hybrid

#LI-CC1

Panda Strong since 1983:

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,300 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it's impacting our team or the communities we work in, we're proud to be an organization that embraces family values.

You're wanted here:

We value diversity in all forms and know the strength it brings. Workplace equality allows for creative ideas to bloom, diverse points of view to be heard, and improves overall happiness. We like the sound of that.

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodations. If there is a reason you believe you require an accommodation, please reach out to our accommodation team vie email at PandaLOA@PandaRG.com.