Manager of Operations & Customer Experience (Ops CX

The Lowdown

At Cheba Hut, the customer experience isn’t just a metric—it’s the soul of our brand. We are seeking a Manager of Ops CX to own the voice of our guests and turn raw feedback into high-impact action across our entire system.

Serving as the right hand to the Director of Operations and Orchestration, you will lead our guest feedback platforms, manage front-line customer experience talent, drive owner-facing event content, and serve as the company’s Food Safety Subject Matter Expert. If you possess equal parts empathy, strategic organization, and executive reporting chops, you’ll fit right into the groove.

• Voice of the Customer & Experience Management
  • Own the Feedback Loop:
    Oversee the Voice of the Customer ecosystem across Ovation, Dropadime, and SOCi.
  • Lead and Support:
    Directly manage the Customer Experience Coordinator. You will oversee goal-setting, performance, and workload—actively monitoring their emotional bandwidth and stepping in for PTO or high-volume coverage.
  • Handle Escalations:
    Resolve complex customer issues directly, applying Cheba Hut's guest philosophy while looping in cross-departmental leads when needed.
  • Refine Processes & Insights:
    In collaboration with ops and training, build documented SOPs for emerging issue types. Deliver a weekly actionable insights report to leadership, and run monthly tagging analyses to continuously improve guest feedback trends.
• Event Content & F  Survey Coordination
  • Orchestrate Owner-Facing Content:
    Lead the planning and cross-departmental coordination of slide content for owner-facing events, including Quarterly Owner Webinars, AFM, Toker Tank, and Regional Forums.
  • Manage the F  Survey:
    Coordinate annual Franchise Business Review survey logistics each September, including recipient lists and executive leadership question compilation.
• Food Safety Subject Matter Expert (SME)
  • Set the Standard:
    Maintain active Serv Safe certification and serve as a certified proctor for internal team needs.
  • Stay Ahead:
    Keep Food Safety SOPs up to date and pursue ongoing external education on regulatory changes and industry best practices.

• Directly manage, mentor, and conduct regular 1:1s with the Customer Experience Coordinator.
• Provide proactive coverage during peak volume or time-off periods to ensure front-line burn-out is prevented and operational flow remains uninterrupted.

• The Track Record: 3–5+ years in restaurant, retail, hospitality, or operations with a focus on customer experience.
• The Mentality: A true "shop-first / customer-first" mindset paired with high emotional intelligence and sound judgment under pressure.
• The Tech & Tools:
  Experience with guest feedback platforms (Ovation, SOCi, or similar), Google Workspace, AI tools (Claude), and modern tech stacks.
• The Communication Chops:
  Exceptional written and verbal skills with a knack for turning complex data into clear, bulleted executive reports and engaging event content.
• The Credentials:
  Serv Safe certification required (Proctor certification required or able to obtain).
• The Culture Fit:
  Must be completely comfortable with and supportive of Cheba Hut's iconic, marijuana-themed culture.

• Ability to work at a desk/computer for 8+ hour office shifts, with the stamina for up to 10-hour days during peak operational pushes.
• Strong mobility and ability to lift up to 47 lbs.
• Travel up to 25% via plane or motor vehicle.
• Consistent access to a working smartphone.
• This is an in office position at least 4 days per week.

Ready to Drive the Experience?

If you have the heart to protect the guest experience, the mind to organize complex project cycles, and the leadership to support our crew, we want you on the team.