Guest Experience Manager

Salary Range: $65,000.00 To $75,000.00 Annually

Location:

Hybrid with three (3) days per week in our Marietta, GA office

Reports to:

VP of Training

Role type:
Full-Time, Exempt

Working Days:
Wednesday – Sunday from 6am-3pm

About Pop Up Bagels

Pop Up Bagels is not just a bagel company; we’re a cultural movement. Our stores are small, our vibes are loud, and our energy is contagious. From signature neon and iconic bullhorns to our “Not Famous but Known” mirror, we’ve reimagined not just how a bagel is created, but how it’s enjoyed:
Grip, Rip and Dip! With a cult-like following, massive social presence, and unparalleled collaborations with top companies, partners and Brand Ambassadors Pop Up Bagels is defining a new food lifestyle brand.

We keep things simple, but we do them really, really well. And our customers agree.

The Guest Experience Manager is responsible for operating the full guest experience function by serving as the primary point of contact for all guest-facing communication and ensuring every interaction reflects our brand's personality, quality, and hospitality standards.

This role manages and responds to all inbound guest inquiries received through our website and other platforms, handling everything from general questions to complaints and recovery situations with professionalism and care. The Guest Experience Manager owns the upkeep of our response library, ensuring messaging stays current, on-brand, and effective across all use cases. Beyond direct guest communication, this role engages thoughtfully with guests across multiple social media and review platforms, addressing both positive and negative feedback in a way that protects and elevates our brand reputation.

The Guest Experience Manager also serves as a key support resource for our operator network, assisting with order-related inquiries including changes, refunds, and other operational needs that require coordination and follow-through. This role works cross-functionally across teams to resolve issues efficiently and ensure a consistently excellent experience at every touchpoint.

This role is ideal for someone who loves hospitality and communication but is also hungry for responsibility, problem-solving, and leadership. You'll be the voice of the guest across our communication channels while working closely with Operations, Marketing, Training, and leadership to identify opportunities and improve the overall guest experience.

We are intentionally hiring potential, not just experience. This role will begin with a strong focus on individual ownership, with the opportunity to grow into a team leadership position as the function and business evolve. The right person will take on increasing responsibility, lead key initiatives, support and develop teammates, and help shape the processes and culture of the team.

* Schedule:

This is a full-time position working Wednesday through Sunday, aligned with peak guest interaction and message volume days. Hours are 6:00am-3pm

• Monitor and manage inbound guest feedback across multiple social media, review, and customer communication platforms
• Own outbound communication by responding to guest comments, reviews, and messages with professionalism, empathy, personality, and brand voice consistency
• Serve as the primary point of contact for all guest inquiries submitted through the company website and other platforms, ensuring timely and thoughtful responses
• Handle operator-facing inquiries related to order changes, refunds, and other operational support needs, coordinating with the appropriate internal teams to drive resolution
• Support guest recovery efforts by resolving issues and ensuring guests feel heard and valued
  
  Own the guest response library by crafting and maintaining responses for a…