Sr Manager, PapaCall

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!

Job Summary

The Sr. Manager, PapaCall is accountable for the Papa Johns phone channel experience and oversight of Call Center Operations. He/she will be a customer-first advocate with an appreciation for how the agent and team member experience supports and enhances the Papa John's customer experience with the support of technology. He/she will oversee the team responsible for product enhancements for the Brand's phone channel strategy, including AI capabilities.

This role is responsible for building a strategy centered on creating an exceptional customer experience across Papa Johns phone channel that is true to the brand and aligned to strategic objectives of generating revenue and improving Restaurant EBITDA. The role requires strong business acumen and the ability to lead a vision for what a best-in-class customer experience should be across the phone channel, taking into consideration the competitive context and other opportunities such as AI and IVR.

Duties and Responsibilities (other duties as assigned)

• Provide clear, strong leadership to manage efficiency & quality of calls. Hold vendors accountable on measurable KPIs. Implement procedures for vendor payments, restaurant onboarding and transfers. Serve as an escalation point for issues and provide field education on Papacall.
• Through collaborative cross-discipline processes, identify, evaluate, and prioritize Papa Johns phone channel initiatives, including customer/team member need states, competitive context, a "business fit" assessment, ROI modeling, and alignment toward our overall technology roadmap.
• Provide subject matter expertise & oversee execution, including channel specific regulations and industry best practices, driving towards a best-in-class phone channel experience that delivers Papa Johns sales targets.
• Optimize new phone channel experiences, as well as all existing touchpoints, initiating and coordinating use of innovation and input such as journey mapping, team member feedback, and testing.
• Coordinate with all cross-functional support groups including Restaurant Operations, Operations Excellence, Papa Johns Franchisees, Technology, Loyalty, Brand, Revenue Management, Marketing Analysis and Digital teams.
• Lead the creation, management, and prioritization of the product roadmap, features, and backlog in order to drive release planning for the technology, engineering & insights teams, including customer-centric documentation (user stories/features/requirements).
• Monitor and socialize customer reporting to inform channel enhancements, including customer feedback and sentiment, lifetime value, and frequency.
• Provide thought leadership across IVR/AI enhancements, such as personalized greetings, rapid reorder functionality, and store specific specials, as well as across the user agent desktop, ensuring optimal agent experiences.
• Develop financial modeling to understand cost model and revenue, including management of CAPEX and operating cost budgets, avoiding overruns and driving accountability for payback.

Everybody loves pizza, which means they also love the people who are behind the scenes working to deliver it. This is complex and challenging work - but let's face it - it's also pizza! If you want a fulfilling career with a company that's always moving forward, we're the right place.

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