BOOK IT! Customer Experience Lead

Job Description

What pairs more perfectly with pepperoni pizza than a prize? (say that 3 times fast)

Pizza! Prize! Praise!

That's the foundation of the BOOK IT! Program! Established in 1984, BOOK IT! is the largest and longest-running corporate supported reading program, specifically for Pre-k through 6th grade classrooms. It encourages reading by providing certificates to classrooms and homeschool families for free personal pan pizzas in our stores across the US.

BOOK IT! has 2 programs, the traditional which runs October through March for teachers and homeschool families, and Camp BOOK IT! which runs from June through August for parents.

The BOOK IT! Program Customer Experience Lead is responsible for developing the strategy and design of the customer experience for the Book IT! Program through various customer touchpoints (i.e. program enrollment, teacher dashboard, program materials, customer care channels, and franchisee relationships and field training). Reporting into the Associate Manager for the Book IT! Program, they will need to proactively collaborate with key stakeholders, internal and external, to design and deliver frictionless customer experience aligned with program success measures. They will need to identify, develop and execute new opportunities for modernizing and improving customer experience leveraging technology. The ideal candidate will be hands-on and willing to be the lead executor on all plans. They will also support day-to-day operations in partnership with other Customer Service Specialists (depending on team structure) and providing leadership when needed.

Since the Book IT! Program sits within the HR function of Pizza Hut US; previous HR experience will be an advantage. Through our internal talent development philosophy, we are always looking to build bench for HR roles so we a candidate who fits the current requirement but also displays strong potential to grow into diverse HR program management or business partnering roles in the future is an ideal fit.

Job Responsibilities:

• Oversee and manage BOOK IT! application vendor relationships to ensure accountability and improved efficiency, with a strong focus on the website vendor to improve the process for customer enrollment and education.

• Own the delivery of customer experience and end to end customer service operations aligned with program success measures - proactively utilize data and observation to gain insights into customer friction points and create plans to resolve problems and elevate experience levels.

• Partner with BI! Team leaders to gain alignment and bring customer experience strategy to life

• Build proactive relationships with internal stake holders: PR, legal, digital, internal communications, training, restaurant readiness, research and field and franchise partners.

• Lead BOOK IT! customer care team. Oversee and manage Specialists on BOOK IT! customer care channels, including BOOK IT! email and hotline, incident reports from Pizza Hut hotline, system abuse reports, and new school task processing. Responsibilities include providing counsel on responses, managing hotline hours and daily schedule, ensuring incident reports and abuse issues or complaints are resolved.

• Customer Enrollment: oversee and drive processes and timing for customer enrollment - including online enrollment functionality; setting team enrollment targets/goals; monitoring and communicating enrollment status.

• Provide project management support as needed to the Associate Manager for the Book IT! program.

REQUIRED:

• 2-3+ years of experience in a role that requires vendor management and multiple stakeholder engagement - with internal and external stakeholders

• Demonstrated success in leading Customer Experience and Operations initiatives

• Focus on managing and improving technology as the main lever to drive customer experience

• Motivated self-starter with ability to set priorities and make progress on multiple tasks

• Previous experience leading or mentoring team members

• Excellent and proactive written and verbal communication skills

• Detail-oriented with excellent follow-up skills

• Strong sense of urgency and demonstrated desire for ownership

• Proficient in Microsoft Office Suite: Word, Excel, PowerPoint and Access

PREFERRED:

• Experience in HR roles and passion for learning and growing HR skills

• Ability to export and translate data for stakeholders

• Bachelor's Degree a plus

Salary Range: $68,300 to $80,000 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate's location, experience, and other job-related factors.

About Us

Who We Are

Founded in 1958, Pizza Hut - a subsidiary of Yum! Brands, Inc. - now operates more than 18,000 restaurants in more than 100 countries. Pizza Hut is leading the way in providing customers with great experiences, innovating with technology and new products, as well as delivering exceptional service.

Our People & Culture

We're looking for people who LOVE pizza and thrive in a fun, past paced, and customer-centric environment. At our corporate campuses, Pizza Hut has created the perfect place for you to grow your career. Every day, you'll work to support our franchisees and teams across the U.S., continuously challenging yourself to feed more possibilities. In return, we'll provide professional development and career growth opportunities so that you can become your best and achieve your goals. And we'll sweeten the deal by immersing you in our world-class recognition culture and providing a robust array of benefits, some highlights include:

• Hybrid work schedule and year-round half day Fridays
• Onsite childcare through Bright Horizons
• Onsite dining center
• Onsite gym with fitness classes and personal trainer sessions
• 4 weeks of vacation per year plus holidays and time off for volunteering
• Tuition reimbursement and education benefits
• Generous parental leave for all new parents and adoption assistance program
• 401(k) with a 6% matching contribution from Yum!
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care

Giving Back

As a global company, Pizza Hut aims to make the world better by acting responsibly with respect to food, planet and people. Whether it's donating food through the Harvest Program or supporting literacy with the Pizza Hut BOOK IT! Program - the company, our franchisees and our team members are committed to improving the communities we serve.

Pizza Hut is an equal opportunity workplace and committed to fostering an inclusive, diverse culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history).