Guest Experience Manager

Competitive Pay, Bonus & Benefits

Naked Farmer is built on a mission to build a better food system by connecting farmers to the community. We craft seasonal recipes based on what's growing nearby and know our farmers on a first-name basis. We were born in the global pandemic and have built a culture of resilience and transparency through our open-book management, profit-sharing plans and dedication to telling the story behind the farmers who grow our local food supply. We're entering a period of expansion as we open in new cities, using the platform we've built for more transparency around sourcing and cooking, and investing in a food supply system that works better for farmers, communities and chefs.

You'll lead Naked Farmer's Guest Experience team. You own every conversation a guest has with us outside the restaurant: live order issues, email, chat, social, reviews and our phone line. You'll make it right for every guest, fast. Then you'll make sure what went wrong for them gets fixed for the next guest.

You won't do it by hand. AI answers routine questions around the clock, and our tools bring every conversation into one place, so your time goes to the guests and problems that need a person.

How guests reach us, and what they expect when they do, is changing fast. You'll start with a playbook, and your job is to keep it moving: test new ways to serve guests, adapt as our channels and technology change, and shape what guest experience looks like as we grow. You report to our Director of Operations Excellence.

• Guest recovery: resolve issues across chat, email, our phone line and social DMs. Issue refunds and credits through our ordering platform within your authority, and arrange redeliveries when an order is incomplete.
• Reputation: respond to Google, Yelp, Uber Eats and DoorDash reviews, and manage social conversations across Instagram, Facebook, TikTok and LinkedIn, through our platforms.
• Escalations: handle sensitive and urgent issues with care and good judgment. Bring in restaurant leaders or the relevant department when needed, and see every case through to resolution.
• The AI agent: own our AI agent, including what it knows, how it sounds, and how well it resolves guest questions.
• The feedback loop: spot opportunities and trends across every channel and our guest feedback surveys. Bring a weekly report and a monthly review to leadership, with owners and proof of what changed.
• The team: hire, train, schedule and coach two remote Specialists to provide our restaurants coverage during operating hours. Review their conversations weekly and help them grow.
• The playbook: keep evolving our GX standards, reply guides, refund rules and escalation paths.

Your quarterly bonus is tied to the GX scorecard: Google and delivery-app ratings, issues per 1,000 orders, AI automation rate, response times, guest satisfaction after a fix, and the cost of making things right.

• Have 4+ years in hospitality, restaurant operations or customer experience, including 2+ years leading people
• Have real hospitality instincts. You can turn an upset guest into a regular, in writing and on the phone
• Make good calls fast without waiting for permission, and know when something needs to go up the chain
• Think in systems. When you solve a problem twice, you write the process so nobody has to solve it a third time
• Write clearly and warmly, with no corporate scripts
• Are comfortable with helpdesk, social media and review management tools, and with data in a spreadsheet
• Bonus: experience with online ordering or POS systems, or with setting up AI chat agents