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’s business is in the midst of a transformation to become a digital-first brand through the entire Customer Experience.  In the next 5 years, the business aims to achieve 50% of sales through digital channels with a fast, seamless, and more personalized approach to the customer experience at the restaurant.  The primary purpose of this team is to drive the transformation of Taco Bell’s Customer Experience at the restaurant through the entire customer journey, enabled by Digital – from shopping and ordering Taco Bell, all the way through waiting for and receiving the food. This role’s primary focus is helping drive a positive on premise experience via innovation and transformation, fueled by digital and technology.

The Sr. Associate Manager of On Premise Customer Experience is responsible for working with cross-functional teams to identify pain points and opportunities to drive a better experience, incremental sales, and profits within the On Premise Journey – this could include Kiosk, Drive Thru, Digital Pickup, Voice AI, etc. That includes planning and executing tests, measuring results, recommending and implementing new experiences, and partnering with the Franchisee community. This role will sit on the Digital & Omnichannel Customer Experience team, reporting to the Sr. Manager of Omnichannel Customer Experience.

The Day-to-Day:

• Lead and participate in cross-functional teams to represent the voice of the customer, digital customer experience, etc.
• Identify pain points in the customer journey(s) and work to solution against those pain points.
• 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
• Partner with squads regarding initiatives being tested and drive goals forward and set KPIs and work with analytics teams to gather data and metrics to assess results and act upon insights
• 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 as well as build, manage, and execute project plans and timelines on schedule and on budget

Is This You?

• Bachelor's Degree required, Master’s Degree a plus
• 6+ years of relevant experience in customer experience or program management
• Experience in multi-channel retail or QSR industry
• 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 and able to identify problems or opportunities and come up with solutions
• Demonstrated ability to use data to support recommendations, establish KPIs, and measure success and strong project management/planning skills
• Outstanding interpersonal and communication skills, with ability to partner well with other team members and interface effectively with all levels of management

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.

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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.