Customer Care Manager

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 Manager, Guest Service Center, you will lead a top-performing team that focuses on retaining and growing customer loyalty with effortless and repeatable Tier 1 support across email, chat, and call channels. You will manage 3rd party care partners ensuring key performance indicators and service level agreements in all channels are met. You will work in partnership with Guest & Employee Experience Workforce Manager to maintain a dynamic schedule that equips full time employees & 3rd Party Care teams to consistently meet or exceed CMG KPIs. You will drive efficiency, and regulate cost-of-care, through automation development in partnership with cross-functional teams. You will review guest feedback for VOC reports, identify themes, and partner with stakeholders to drive positive change across the business.

WHAT YOU'LL DO

• Strong candidates are motivated by what they can achieve, growth they could experience, and how they will impact the company
• Leads the Chipotle Care Team performance and development through consistent 1 on 1's, reviewing individual performance on Care KPIs and department deliverables, appropriately managing performance through Chipotle 4x4 review cycles and individual development plans
• Manages BPO performance by setting expectations, review of results and progress planning, including daily review of dashboards and performance reports. Regularly leading progress reviews and calibration meetings with 3rd Party leadership. Promptly communicating any identified performance issues or trends. Works with 3rd Party leadership to develop swift improvement plans to address performance gaps. Regularly reports performance progress to senior leadership.
• Partners with Guest & Employee Experience Workforce Manager to evaluate email, chat, and call volume against internal and 3rd Party Care Group's scheduling plan to ensure KPIs are maintained - swiftly addressing staffing gaps.
• Activate team daily via Team huddles including communication of business updates, identified roadblocks and solutions, and frequently discuss department's vision and long-term roadmap.
• Executes the implementation of new technology and/or updates to SOP in current systems.
• Recovers guests with escalated concerns. Provides appropriate coaching to address cause of escalation.
• Drives efficiency and lowers costs by advancing automation through improvements to Pepper (in app, on web, and in ABC) and bot KPIs - identifying further opportunities for containment and solutioning enactment with Product team and vendor.
• Drives efficiency and lowers costs by identifying opportunities within IVA system to redirect phone traffic to less costly channels. Solutions implementation with applicable cross-functional teams and vendor.
• Oversees training processes and plans for internal and external employee onboarding and continuous learning
• Using guest experience data gathered, supplies senior leadership and other cross-functional teams with actionable insights.

WHAT YOU'LL BRING TO THE TABLE

• High school diploma or general education degree (GED) required.
• Bachelor's Degree (BA/BS) from 4-year college or university preferred.
• 5-7 years of experience in Customer Care or similar customer service/call center.
• 3+ years of managerial experience
• Experience managing 3rd party service providers
• Experience supervising and developing people, implementing, and managing AI technologies (in email and chat channels), and an understanding of Salesforce Service Cloud. Proficient with MS Office - Excel, Word, PowerPoint, & Outlook
• Situational Leadership Training

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 has over 3,000 restaurants 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. Chipotle is ranked on the Fortune 500 and is recognized on the 2022 list for Fortune's Most Admired Companies. With over 100,000 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

PAY TRANSPARENCY

A reasonable estimate of the current base salary range for this position is $72-$99,000. 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

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 if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.

Primary Location: Ohio - Columbus - 8890 - 500 Neil Ave-(08890)

Work Location:
8890 - 500 Neil Ave-(08890)
500 Neil Ave
Columbus 43215