Guest Experience Manager; Voice of Customer

Overview

We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

The Guest Experience Manager (Voice of the Customer) owns all Guest Experience and VoC programs for Wingstop. This role ensures feedback programs like post-order surveys, operational excellence scorecards, DSP monitoring, and other channels run smoothly, deliver reliable data, and generate actionable insights. Reporting to the Guest Experience Director and managing the Guest Experience Analyst, this role translates guest feedback into measurable improvements for restaurant operations and, when needed, into enterprise-wide initiatives.

This role will also provide coverage for escalated guest complaints and ensure alignment with our contact center.

• Lead Guest Experience Programs:
  Own and optimize all VoC and Ops Excellence programs, including post-order surveys, scorecards, DSP monitoring, and Reputation Management.
• Unify the Guest Voice:
  Consolidate feedback across surveys, reviews, guest cases, and digital channels into a single VoC framework.
• Turn Insights into Action:
  Partner with Operations & GSC Stakeholders to translate guest insights into operational improvements.
• Manage and Develop Analyst:
  Guide the Guest Experience Analyst to deliver clear dashboards, reporting, and data storytelling.
• Escalated Complaint Coverage:
  Provide coverage for escalated guest concerns, ensuring guests feel heard and recovered.
• Cross-Functional Influence:
  Share systemic guest journey issues with GSC Stakeholders so they can take action beyond restaurant operations.
• Measure Impact:
  Define and track CX metrics (NPS, CSAT, CES) and link them directly to restaurant performance.

• Bachelor’s degree in Business, Analytics, Marketing, or related field;
  Master’s a plus.
• 7+ years of experience in Customer Experience, VoC, or Operations management (QSR, retail, or hospitality preferred).
• Proven track record owning large-scale guest feedback programs and driving measurable improvements.
• Strong knowledge of VoC platforms (e.g., SMG, Medallia, Qualtrics) and CX metrics (NPS, CSAT, CES).
• Experience managing and developing analytics/insights talent.
• Excellent communication and storytelling skills — able to influence leaders and operators alike.
• Comfort providing escalated guest complaint coverage.

No job is too small. You recognize that the real work happens in the restaurants, and everything we do should support their success. You stay humble, roll up your sleeves, and always look for ways to support. You learn from others and contribute wherever you can.

You care deeply about doing great work and driving results. You’re curious, ask questions, and seek out opportunities to improve. You don’t just point out problems—you bring solutions, ideas, and perspectives that move the team forward.

You take full responsibility for your work and see things through to completion. You aren’t afraid to fail because you know that failure is a part of learning and growth. You take action, move fast, and keep pushing forward.

You lead with empathy, respect, and emotional intelligence. You collaborate effectively, fostering a culture of trust and constructive feedback. You understand the importance of teamwork and ensure that your actions build others up rather than break them down.

You push yourself and others to be better. You embrace healthy conflict, knowing that great ideas and strong teams emerge from…