Manager, Customer Relations

What's Unique About You Is What Makes Us Better! Diversity is our strength and competitive advantage. Bring your flavor to the Papa John's team today!

The Manager, Customer Relations is responsible for leading and developing a high-performing Customer Relations team focused on delivering exceptional service and support to Papa Johns restaurants and Quality Control Centers (QCCs). This role oversees end-to-end order management operations, ensuring order accuracy, timely issue resolution, and seamless communication between restaurants, distribution centers, and internal business partners. The Manager drives customer satisfaction through proactive problem-solving, process improvement, service excellence, team development, and operational execution while supporting key business objectives and performance metrics.

• Lead and oversee order management operations in a seven-day-per-week environment, ensuring accurate, timely, and efficient order processing for all customers.
• Champion a customer-first culture by delivering world-class service and ensuring prompt resolution of customer inquiries, escalations, order discrepancies, and service-related issues.
• Supervise, coach, and develop Customer Relations Representatives to achieve service, performance, and customer satisfaction goals.
• Monitor and manage departmental performance metrics, service levels, and key performance indicators (KPIs), implementing action plans to drive continuous improvement.
• Assist in management and integrity of order entry systems to ensure accurate order processing and operational reliability.
• Coordinate and manage new store openings and store closings across multiple Quality Control Centers.
• Manage the processing and communication of operational changes to ensure accuracy and timely implementation.
• Oversee the processing and fulfillment of non-traditional and specialized orders, ensuring exceptional service and operational compliance.
• Develop, implement, and execute departmental strategies, goals, and initiatives that align with organizational objectives and customer experience priorities.
• Analyze customer feedback, service trends, and operational data to identify opportunities for process improvements and enhanced customer support.
• Prepare, analyze, and communicate operational reports, sales information, and performance data to support business decision-making.
• Collaborate in the design, testing, implementation, and continuous improvement of systems and processes impacting restaurant ordering and customer support functions.
• Serve as an escalation point for complex customer service, order management, and operational issues, ensuring effective and timely resolution.
• Lead special projects and other duties as assigned in support of customer experience, and operational excellence.

• High school diploma or equivalent required.
• Demonstrated knowledge of general accounting. Some college level accounting classes are preferred.
• Minimum of five (5) years Order Entry and/or Customer Service experience
• Five (5) years of supervisory experience is preferred.

• Analytical
  
  Skills:
  
  effectively uses data to generate insights for operations excellence
• Planning & Prioritization: highest impact, highest value
• Financial & Business Acumen
• Communicates Effectively and Candidly
• Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
• Process Improvement:
  Strive to continually improve
• Ability to build and leverage talent
• Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise
• Ability to effectively communicate, inform, and influence senior leaders
• Ability to work cross-functionality on multiple…