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Director, Employee Experience & IT Service Center

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CHIPOTLE

Columbus, OH, US

1 month ago
full-time
degree mentioned

Job highlights

Qualification

Minimum 10 years of progressive contact center leadership experience and managing internal and external teams. Ability to collaborate cross-functionally; demonstrated experience in developing partnerships, eliciting cooperation, and working effectively with various stakeholders; Adept at navigating a fast-paced environment and managing competing priorities effectively. Organized and effective communicator to manage multiple internal and external partners in various locations

Responsibility

As the Director, Employee Experience & IT Service Center, you will lead teams of internal employees and third-party Business Process Outsourcers (BPOs) in delivering excellent experiences for our 120,000 employees and over 3,500 restaurants who contact us for assistance. The Director will guide the teams to optimize operations through technology enhancements, system integrations, strategic resource planning, and streamlining contact processes. You will identify emerging industry capabilities to elevate service levels and drive efficiency and cost reductions while maintaining excellent service levels to support our restaurants and employees. This role will also oversee all aspects of our contact center technology infrastructure, CTI (Computer Telephone Integration) development, telephone systems, supporting networks, and IVR (Interactive Voice Response) systems. The Director will also foster a culture of operational excellence, continuous improvement, and prepare the Service Centers for our growth to 7000+ restaurants. Leverage data-driven insights to shape long term strategies that improve contact efficiency, quality, and cost controls. Identify, source, and implement tools and technology to remove process bottlenecks and recommend technological enhancements to drive Contact Center optimization. Develop a deep understanding of the business, operations, customer needs, and financial implications to drive process improvements. Continually review escalation patterns through case data and develop strategic plans with key partners to refine operating models to increase Tier 1 resolution. Establish service level and operational expectations; managing outcomes to ensure exceptional customer experiences and issue resolution. Collaborate with cross-functional teams to develop and implement plans for the operational infrastructure of systems, processes, and people designed to accommodate the Company's growth objectives by understanding challenges, gathering feedback, and pinpointing opportunities for enhancing service delivery and operational excellence. Establish partnerships with Business Process Outsourcers (BPOs) and external vendors. Accountable for strategy execution of your Service Centers and BPOs, resource optimization, and seamless service delivery. Establish and drive key metrics, identify strategies to mitigate risks and issues, and ensure timely implementation. Extensive experience managing vendor relationships built on achieving results, including actively monitoring, managing, and improving performance and adherence to SLAs. Understanding of Contact Center technology infrastructure: Architecture, design, implementation, and maintenance of contact center technology platforms, ensuring scalability, reliability, and security. Provide strategic vision and direction: Develop and drive the long-term strategy for contact center technology and telephone systems that align with organizational goals. Able to develop and implement innovative technology to enhance the quality of services, analysis, and reporting of metrics and operational processes to increase efficiency and enhance user experience

Benefits

  • A reasonable estimate of the current base salary range for this position is $126,000 - $180,000
  • You are also eligible for annual cash bonuses and equity awards based upon performance and other factors
  • Actual compensation offered may vary depending on skill level, experience, and/or education
  • Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more
  • Paid Time Off
  • Dental Coverage
  • Retirement Savings
  • Health Insurance

Job Description

Description

Director, Employee Experience & IT Service Center (24017608) Description CULTIVATE A BETTER WORLD Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone. THE OPPORTUNITY As the Director, Employee Experience & IT Service Center, you will lead teams of internal employees and third-party Business Process Outsourcers (BPOs) in delivering excellent experiences for our 120,000 employees and over 3,500 restaurants who contact us for assistance. The Director will guide the teams to optimize operations through technology enhancements, system integrations, strategic resource planning, and streamlining contact processes. You will identify emerging industry capabilities to elevate service levels and drive efficiency and cost reductions while maintaining excellent service levels to support our restaurants and employees. This role will also oversee all aspects of our contact center technology infrastructure, CTI (Computer Telephone Integration) development, telephone systems, supporting networks, and IVR (Interactive Voice Response) systems. The Director will also foster a culture of operational excellence, continuous improvement, and prepare the Service Centers for our growth to 7000+ restaurants. WHAT YOU’LL DO • Leverage data-driven insights to shape long term strategies that improve contact efficiency, quality, and cost controls. • Identify, source, and implement tools and technology to remove process bottlenecks and recommend technological enhancements to drive Contact Center optimization. • Develop a deep understanding of the business, operations, customer needs, and financial implications to drive process improvements. • Continually review escalation patterns through case data and develop strategic plans with key partners to refine operating models to increase Tier 1 resolution. • Establish service level and operational expectations; managing outcomes to ensure exceptional customer experiences and issue resolution. • Collaborate with cross-functional teams to develop and implement plans for the operational infrastructure of systems, processes, and people designed to accommodate the Company's growth objectives by understanding challenges, gathering feedback, and pinpointing opportunities for enhancing service delivery and operational excellence. • Establish partnerships with Business Process Outsourcers (BPOs) and external vendors. Accountable for strategy execution of your Service Centers and BPOs, resource optimization, and seamless service delivery. • Establish and drive key metrics, identify strategies to mitigate risks and issues, and ensure timely implementation. WHAT YOU’LL BRING TO THE TABLE • Bachelor's Degree (BA/BS) from a 4-year college or university preferred. • Minimum 10 years of progressive contact center leadership experience and managing internal and external teams. • Extensive experience managing vendor relationships built on achieving results, including actively monitoring, managing, and improving performance and adherence to SLAs. • Experience in Contact Center technology management including telephone systems, IVR, CTI, IT Help Desk, and supporting networks. • Understanding of Contact Center technology infrastructure: Architecture, design, implementation, and maintenance of contact center technology platforms, ensuring scalability, reliability, and security. • Provide strategic vision and direction: Develop and drive the long-term strategy for contact center technology and telephone systems that align with organizational goals. • Able to develop and implement innovative technology to enhance the quality of services, analysis, and reporting of metrics and operational processes to increase efficiency and enhance user experience. • Ability to leverage data to tell the story through analysis, develop innovative strategies that drive results. • Ability to collaborate cross-functionally; demonstrated experience in developing partnerships, eliciting cooperation, and working effectively with various stakeholders; Adept at navigating a fast-paced environment and managing competing priorities effectively. • Demonstrated ability to lead and develop diverse teams, fostering a culture of collaboration and innovation. • Vendor management: the ability to cultivate and maintain relationships with technology vendors, ensuring effective partnerships and optimal utilization of outsourced resources. • Experience with Five9, ServiceNow, Verint, and Live Person preferred. • Organized and effective communicator to manage multiple internal and external partners in various locations. WHO WE ARE Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle had over 3,400 restaurants as of December 31, 2023, in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. Chipotle is ranked on the Fortune 500 and is recognized on Fortune's Most Admired Companies 2024 list and Time Magazine's Most Influential Companies. With over 115,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM. PAY TRANSPARENCY A reasonable estimate of the current base salary range for this position is $126,000 - $180,000. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits. Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply. Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need assistance or an accommodation due to a disability. Primary Location: Ohio - Columbus - 8890 - 500 Neil Ave-(08890) Work Location: 8890 - 500 Neil Ave-(08890) 500 Neil Ave Columbus 43215