Customer Experience Director

Job Description:

Lead and execute the guest experience strategy at the director level. Oversee all aspects of hospitality, food safety, and operational execution that impact the guest journey. Elevate the organization by creating Moments That Change Lives through consistent service excellence, clean and safe environments, and the development of a high-performing Guest Experience Team.

Roles & Responsibilities:

• Develop and execute a written Guest Experience Plan focused on delivering hospitality, food safety, and operational excellence
• Communicate and calibrate regularly with the Executive Director on goals, focus areas, and strategic priorities
• Build and oversee a team of Guest Experience Coordinators to ensure consistent execution of guest-facing systems
• Oversee and advance the Food Safety & Cleanliness Coordinator role to ensure compliance, accountability, and high performance
• Champion emotional connection by implementing the Hospitality Plan and CARES strategy throughout the business
• Monitor and act on key guest metrics (CEM, OSAT, ACE, AHA) to identify improvement areas
• Foster a strong internal culture by modeling Chick-fil-A’s Vision, Mission, and Values
• Recognize and celebrate Moments That Change Lives with both guests and team members
• Strategically develop and expand Occasions to Care that deepen guest loyalty and brand connection
• Collaborate with department heads (Kitchen, Drive-Thru, Training) to align systems and improve the overall guest experience
• Promote a hospitality-first mindset across all levels of leadership and operations
• Strategically plan for future growth, both in guest experience systems and leadership development
• Engage in personal development and mentor future leaders in guest experience roles

Create and coach toward consistent excellence in:

• Food Safety
• Cleanliness
• Order Accuracy
• Speed of Service
• Attentive & Courteous Service
• Taste

Drive execution of daily and weekly assessments through the Lens Model:

Self- Assessment:

• Utilize the Daily Safe Critical Assessment 2x per day; address concerns immediately & post findings on line-up for team member calibration 
• Perform eRQA’s daily for each daypart to ensure quality follows food safety  
• Monthly unannounced Safe Audits to address concerns

Third-Party Assessment:

• EcoSure – ensure Chick-fil-A North Spokane’s culture of food safety is aligned to protect our guests and our good name 
• Deloitte – calibrate with Brand standards & ensure participation of leadership during quarterly visits 
• Health Department – continue the relationship to ensure we are aligned with our local health code  

Customer Perspective:

• CEMs & Chick-fil-A CARES – monitor customer feedback as it relates to food safety concerns, address concerns immediately  

Peer Perspective:

• Invite local Operators to the restaurant on a quarterly basis to evaluate operations 
• Invite feedback from Support Center visitors

Scorecard:

• Customer Experience Surveys: Top 20%
• Food Safety Score: Maintain a perfect score of 1
• Deloitte QIV Score: Goal of 98
• Guest Experience Coordinator Development: Develop at least 3 Coordinators
• Occasions to Care Initiatives: Strategically identify and grow opportunities to enhance OTC moments

Qualifications:

• Proven experience in leadership, hospitality, or guest service management
• Strong communication, coaching, and organizational skills
• Ability to manage multiple priorities and lead through systems
• A heart for servant leadership and people development
• Familiarity with Chick-fil-A operational standards is preferred

Schedule & Expectations:

• Full-time availability with flexibility to work weekends and high-volume dayparts
• Active presence on the floor to lead by example and coach in real-time
• Participation in Director Team planning, meetings, and ongoing strategy sessions

Compensation & Benefits:

• Competitive salary, commensurate with experience
• Access to leadership training and personal development resources
• Career growth opportunities within Chick-fil-A North Spokane
• Supportive, values-driven team environment

Pay Rate: $25+/hr

Benefits

• Flexible schedule
• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) matching