Director Customer Experience

About the Company

We are a bona fide, Hawaii-kine institution. Since opening in 1966, Zippy's has grown from a local plate-lunch joint into a beloved, family-owned restaurant chain. Recently recognized as one of the top family-run businesses in America, Zippy's is more than a workplace – it's a part of everyday life in Hawai'i, respected across generations.

As the Customer Experience Director, you'll lead high-impact, cross-functional work that strengthens the customer experience as we continue to evolve and grow. You'll bring structure, clarity, and momentum to strategic projects – aligning stakeholders, managing timelines, and keeping a customer-first lens throughout execution.

Success in this role look like : smooth rollouts, fewer friction points, better customer satisfaction, and teams aligned around what matters most to our guests.

• Lead and deliver cross-functional initiative s tied to the company’s strategic roadmap, from planning through implementation.
• Champion the voice of the customer during transitions, ensuring the experience stays seamless as systems and processes change.
• Map customer journeys and create clear visual tools that highlight key touchpoints and improvement opportunities.
• Identify and recommend solutions that support business goals and reduce customer friction.
• Support change management with thoughtful communication plans and feedback loops - minimizing disruption for guest and teams.
• Use data to guide decisions, frequently reviewing customer, operational, and competitive insights.
• Facilitate project updates and meetings to ensure transparency, accountability, and alignment.
• Manage expectations and remove roadblocks , resolving conflicts and driving consensus across diverse teams.
• Track progress against the CX roadmap , adjusting priorities based on performance, customer feedback, and benchmarks.
• Capture milestones and outcomes to support on-time delivery and strong cross-department communication.

Five+ years of leading strategic, cross-functional projects (enterprise scale preferred)

Strong data analysis skills and comfort translating insights into action

Experience with project management tools and methods (planning, timelines, risk management, stakeholders)

Experience supporting enterprise change and implementation initiatives.

Customer-first mindset and strong understanding customer-centric solutions

Excellent verbal and written communication skills

Strong planning or organization (prioritization, goal-setting, timeline management)

Collaborative leadership style with the ability to build partnerships and meet shared objectives.

Familiarity with restaurant technology / systems (POS, online ordering, loyalty, kitchen systems, etc.)

Meeting facilitation skill and the ability to guide individual and group discussions

Base salary begins at $120,000 (final offer based on experience and qualifications)

• Medical, Dental, & Vision
• Paid Vacation and Sick leave
• Short-Term Disability
• 401(k) with Employer Match
• Life Insurance
• Employer-paid Employee Assistance Program (EAP)
• Duty Meals
• Transportation Subsidy
• Continuing Education
• Wellness Offerings

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

Zippy's is an equal opportunity employer, and we’re committed to building an inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other legally protected status.