Sr. Associate Manager, Digital Customer Experience

Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone's favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We're not only the largest Mexican-inspired quick service brand (QSR) in the world, we're also part of the biggest restaurant group in the world: Yum Brands.

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn't been done before... we will continue to be inclusive, bold, challenge the status quo and push industry boundaries. 

We're a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we're at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más.

At Taco Bell, we're Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below.

About the Job:

Taco Bell is transforming the ways customers interact with the brand and Team Members at the restaurant, leveraging digital through the entire Customer Journey. The business is investing heavily in new technology and innovation to power this growth, and is doubling down on how to drive a more seamless, personalized, elevated approach to the customer experience at the restaurant in order to ignite transactions, improve customer satisfaction and retention, and grow loyalty.

The primary purpose of this Team is to leverage digital platforms and tools w/in the physical space of the restaruant to elevate the Customer Experience, partnering with Operations on Team Member Experience The Sr. Associate Manager of Digital Restaurant Experiences is responsible for helping develop the customer experience business strategy and business requirements acoss in-restaurant digital experiences and customer journeys, including Kiosk and Digtial Drive Thru. The role will lead digital execution that improves the Customer Experience. partnering closely with Product Teams and Digital Operations.This individual will be a key business owner providing scope and design requirements and gathering customer insights and analysis. They will define and test innovative solutions to customer challenges and opportunities in the restaurant and be responsible for them from pilot to national launche.

Projects for this role will be highly visible in nature and require working closely with multiple cross-functional groups including, technology, marketing, engineering, operations, training, and field company and franchise teams. It is critical for this individual to be strategic and bring forth thoughtful solutions rooted in data and industry-leading insights that elevate the conversations with leadership and key partners to support decision-making and setting priorities. This role will sit on the Digital Restaurant Experiences team, reporting to the Sr. Manager.

You will collaborate and lead cross-functional teams to identify pain points and opportunities to drive a better experience, incremental sales, and profits within the in-restaurant journey. Examples of this could include optimizing and elevating the effectiveness of the self service Kiosk and Dining Room experience, to enhancing the rollout of Voice AI ordering in the drive thru, etc.

The Day-to-Day:

• Lead cross-functional teams develop business requirements, and provide key objectives

• Identify pain points in the customer journey(s) and work to solution against those pain points.

• Understand Brand goals and have a keen sense of how your work should ladder up to, and positively impact those goals

• Develop positive rapport with Franchise organizations and provide timely and professional follow-up

• Develop ideas for tests that will help improve the customer experience and drive business goals. Define test objectives and then lead a team to execute and analyze results to drive meaningful conclusions

• Act as a key liaison between Squads and Enterprise team to learn current and future tests and determine how to leverage help from squads to drive goals.

• Engage with Consumer Insights to design CI testing and gather / preform competitive research

• Make strategic and tactical recommendations and execute on initiatives and tests that will improve the On Premise customer experience.

• Build, manage, and execute project plans and timelines on schedule and on budget

• Communicate effectively with stakeholders on progress of initiatives

• Set KPIs and work with analytics teams to gather data and metrics to assess results and act upon insights

Is This You?

• Bachelor's Degree required, Master's Degree a plus

• 6+ year of experience in restaurant/retail customer experience, management consulting, or working with digital platforms and customer experience

• Demonstrated program / project management experience

• Digital merchandising experience a plus

• Comfort acting as an individual contributor and as a team lead

• Current on industry innovation, practices, techniques, tools, and competitors efforts to have industry-leading physical and digital customer experiences.

• Working understanding of bringing products/concepts to life in an iterative, test and learn approach

• Demonstrated ability to work with cross-functional teams to achieve a common goal

• Demonstrated ability to use data to support recommendations, establish KPIs, and measure success

• Ability to identify problems or opportunities and come up with solutions

• Ability to work independently and comfortable with ambiguity

• Excellent communication and presentation skills with focus and brevity and ability to adapt messaging to the audience; The ability to influence and bring internal stakeholders on your design journey to support your decisions and vision.

• A deep curiosity and ability to consider product strategy and vision. Ability to craft business requirements for any project or product roadmap with clear objectives that align to broader organizational goals.

• Strong organizational skills, with the ability to work independently, multi-task, and adapt to change in a complex, fast-paced, and deadline-driven environment.

• Travel around the Southern California area and/or within the field is relatively common. Local restaurants near the Restaurant Support Center provide quick access for early testing, observation, and feedback with our great Taco Bell teams before expanding to larger test areas.

Work-Hard, Play-Hard:

• Hybrid work schedule and year-round flex day Friday

• Onsite childcare through Bright Horizons

• Onsite dining center and game room (yes, there is a Taco Bell inside the building)

• Onsite dry cleaning, laundry services, carwash,

• Onsite gym with fitness classes and personal trainer sessions

• Up to 4 weeks of vacation per year plus holidays and time off for volunteering

• Generous parental leave for all new parents and adoption assistance program

• 401(k) with a 6% matching contribution from Yum Brands with immediate vesting

• Comprehensive medical & dental including prescription drug benefits and 100% preventive care

• Discounts, free food, swag and... honestly, too many good benefits to name

Salary Range: $115,100 to $143,000 annually + bonus eligibility + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

At Taco Bell, we Live Más and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self

Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic.

Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and supplement and the Pay Transparency Policy Statement.

Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.

California Residents: For more information about the categories of personal information we collect from you and how we use, sell, and share that information, please see our Privacy Notice for California Contractors and Privacy Notice for California Employees.

Taco Bell will consider qualified applicants with arrest or conviction records per the fair chance acts in California, Los Angeles, and San Francisco. Applicants for jobs in Los Angeles County can learn more by clicking here. Philadelphia applicants can review information about Philadelphia's fair chance act by clicking here.