Manager, Customer Relations

Manager, Customer Relations

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.

Duties and Responsibilities

• 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.

Education, Experience & Certifications

• 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.

Functional Skills

• 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 initiatives with a successful record of advancing projects

Our Values

• EVERYONE BELONGS
  - We believe connectedness and belonging are the essential ingredients to our success
• DO THE RIGHT THING
  - We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult
• PEOPLE FIRST
  - To craft positive experiences for our customers, we take care of each other first
• INNOVATE TO WIN
  - We champion and challenge for a better way in all we do
• HAVE FUN
  - We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies

• CUSTOMER CENTRIC
  - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges
• CONTINUOUS IMPROVEMENT
  - We champion for…