About the job
At Slice, we empower local pizzerias to thrive by providing the innovative technology and services they need to compete with major franchises while maintaining their independence. Founded by Ilir Sela, Slice began with a vision to support local restaurant owners, and today, we serve tens of thousands of restaurants, enabling them to enhance their service to digitally-savvy customers. As we continue to grow, we are looking for talented individuals who are passionate about customer experience to join our mission.
Your Mission
As our Customer Experience Manager, you will play a crucial role in enhancing the operational efficiency of our restaurant partners, allowing them to focus on what they do best: crafting and delivering exceptional food. Your responsibilities will include delivering reliable service, driving customer engagement, and leading initiatives that foster growth. You will focus on achieving service level targets, maintaining the health of district shops, ensuring consistency across locations, reducing churn, and enhancing the overall customer experience.
Your Role
This position requires an individual with strong leadership skills and a commitment to performance and consistency across multiple sites and regions. You will lead teams of supervisors and managers, drive operational outcomes, and enhance quality, training, and people development. You will be accountable for key performance indicators (KPIs) within your assigned regions, including service levels, answer rates, quality assurance, error rates, and shop churn. Your role also involves overseeing capacity planning and workforce strategies, including hiring and optimizing routing efficiency. Through data-driven insights, you will create actionable plans to improve speed, accuracy, and the overall customer experience.
Please note that this is a full-time, on-site position with working hours from 4 PM to 12 AM.
Your Team
You will oversee and mentor supervisors and people managers, setting clear goals and providing performance management. Collaborating with various departments such as Training, Quality Assurance, and Data, you will work to reduce churn and improve the overall customer experience.