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 Manager, Customer Relations is responsible for leading and developing a high-performing Customer Relations team focused on delivering exceptional service and support to Papa Johns restaurants and Quality Control Centers (QCCs). This role oversees end-to-end order management operations, ensuring order accuracy, timely issue resolution, and seamless communication between restaurants, distribution centers, and internal business partners. The Manager drives customer satisfaction through proactive problem-solving, process improvement, service excellence, team development, and operational execution while supporting key business objectives and performance metrics.
Duties and Responsibilities
- Lead and oversee order management operations in a seven-day-per-week environment, ensuring accurate, timely, and efficient order processing for all customers.
- Champion a customer-first culture by delivering world-class service and ensuring prompt resolution of customer inquiries, escalations, order discrepancies, and service-related issues.
- Supervise, coach, and develop Customer Relations Representatives to achieve service, performance, and customer satisfaction goals.
- Monitor and manage departmental performance metrics, service levels, and key performance indicators (KPIs), implementing action plans to drive continuous improvement.
- Assist in management and integrity of order entry systems to ensure accurate order processing and operational reliability.
- Coordinate and manage new store openings and store closings across multiple Quality Control Centers.
- Manage the processing and communication of operational changes to ensure accuracy and timely implementation.
- Oversee the processing and fulfillment of non-traditional and specialized orders, ensuring exceptional service and operational compliance.
- Develop, implement, and execute departmental strategies, goals, and initiatives that align with organizational objectives and customer experience priorities.
- Analyze customer feedback, service trends, and operational data to identify opportunities for process improvements and enhanced customer support.
- Prepare, analyze, and communicate operational reports, sales information, and performance data to support business decision-making.
- Collaborate in the design, testing, implementation, and continuous improvement of systems and processes impacting restaurant ordering and customer support functions.
- Serve as an escalation point for complex customer service, order management, and operational issues, ensuring effective and timely resolution.
- Lead special projects and other duties as assigned in support of customer experience, and operational excellence.
Education, Experience & Certifications
High school diploma or equivalent required.
Demonstrated knowledge of general accounting. Some college level accounting classes are preferred.
Minimum of five (5) years Order Entry and/or Customer Service experience
Five (5) years of supervisory experience is preferred.
Functional Skills
Analytical Skills: effectively uses data to generate insights for operations excellence
Planning & Prioritization: highest impact, highest value
Financial & Business Acumen
Communicates Effectively and Candidly
Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions
Process Improvement: Strive to continually improve
Ability to build and leverage talent
Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise
Ability to effectively communicate, inform, and influence senior leaders
Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects
Our Values
EVERYONE BELONGS - We believe connectedness and belonging are the essential ingredients to our success
DO THE RIGHT THING - We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult
PEOPLE FIRST - To craft positive experiences for our customers, we take care of each other first
INNOVATE TO WIN - We champion and challenge for a better way in all we do
HAVE FUN - We find joy, create meaningful impact and celebrate the journey together
Our Core Competencies
CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges
CONTINUOUS IMPROVEMENT - We champion for better through strategic risk taking, experimentation and challenging the status quo
BIAS FOR ACTION - We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry
WINNING TOGETHER - We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity
Papa Johns is an equal opportunity employer.
Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.
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.
Papa John's is a Federal Contract employer who participates in E-Verify to confirm employment eligibility for each new team member. For more information please view the following PDFs: E-Verify Poster (English) - Right to Work Poster (English) - E-Verify Poster (Spanish) - Right to Work Poster (Spanish) Papa John's is an Affirmative Action and Equal Opportunity Employer. For more information please click on the following PDF. See terms & conditions for site use.
Skills Required
- High school diploma or equivalent
- Knowledge of general accounting
- Minimum of five years of order entry and/or customer service experience
- Some college-level accounting classes
- Five years of supervisory experience
Papa John's Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Papa John's and has not been reviewed or approved by Papa John's.
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Healthcare Strength — Healthcare coverage is described as available for eligible roles, including medical and dental options, alongside life and disability coverage in some packages.
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Retirement Support — Retirement support is described as available for eligible employees through a 401(k) plan, sometimes referenced with a company match depending on role and employer.
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Career-Linked Recognition & Rewards — Career-linked rewards are described through education support such as the Dough & Degrees program and occasional performance-related bonuses or recognition-style perks in certain organizations.
Papa John's Insights
What We Do
Papa John's Pizza is an American restaurant company that runs the third largest take-out and pizza delivery restaurant. Papa John's seeks people who have an entrepreneurial spirit and share our philosophy for success. Hands-on training, a clean and safe work environment, quality business practices, advancement opportunities and meaningful work combine to produce not only the best pizza, but also the best team members! Better Opportunities. Better People! At Papa John's we call ourselves team members instead of employees because we believe it is only through a strong team we can produce the best experience for our customers. Whether at our corporate campus, distribution centers, our restaurants, or located internationally; Papa John's has a variety of positions for talented and passionate people. Papa John's is an equal opportunity employer and provides excellent career opportunities for our entire team. Our company philosophies of promote from within and rewards based on performance are important elements of our company culture.
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