Food & Beverage

Guest Experience Manager

RemoteRemoteFull TimeManager / HeadPosted 18 days ago

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Required skills

guest recovery
chat
email
phone line
social DMs
refunds
credits
redeliveries
Google reviews
Yelp

Nice to have

online ordering
POS systems
AI chat agents

Role summary

Naked Farmer is seeking a Guest Experience (GX) Manager to lead their Guest Experience team in Tampa, FL. This full-time role focuses on managing all guest interactions outside the restaurant, including live order issues, email, chat, social media, reviews, and phone calls. The manager will be responsible for resolving guest issues, managing online reputation, handling escalations, overseeing the AI agent, and implementing process improvements. This role also involves hiring, training, and coaching two remote Specialists. Success will be measured by a GX scorecard including ratings, response times, and guest satisfaction. The ideal candidate has 4+ years in hospitality, restaurant operations, or customer experience, with 2+ years of people leadership experience, strong hospitality instincts, and a systems-thinking approach.

Guest Experience (GX) Manager

Location: Tampa, FL (in person) · Full-time

Competitive Pay, Bonus & Benefits

About Naked Farmer

Naked Farmer is built on a mission to build a better food system by connecting farmers to the community. We craft seasonal recipes based on what's growing nearby and know our farmers on a first-name basis. We were born in the global pandemic and have built a culture of resilience and transparency through our open-book management, profit-sharing plans and dedication to telling the story behind the farmers who grow our local food supply. We're entering a period of expansion as we open in new cities, using the platform we've built for more transparency around sourcing and cooking, and investing in a food supply system that works better for farmers, communities and chefs.

The role

You'll lead Naked Farmer's Guest Experience team. You own every conversation a guest has with us outside the restaurant: live order issues, email, chat, social, reviews and our phone line. You'll make it right for every guest, fast. Then you'll make sure what went wrong for them gets fixed for the next guest.

You won't do it by hand. AI answers routine questions around the clock, and our tools bring every conversation into one place, so your time goes to the guests and problems that need a person.

How guests reach us, and what they expect when they do, is changing fast. You'll start with a playbook, and your job is to keep it moving: test new ways to serve guests, adapt as our channels and technology change, and shape what guest experience looks like as we grow. You report to our Director of Operations Excellence.

What you'll own

Guest recovery: resolve issues across chat, email, our phone line and social DMs. Issue refunds and credits through our ordering platform within your authority, and arrange redeliveries when an order is incomplete.

Reputation: respond to Google, Yelp, Uber Eats and DoorDash reviews, and manage social conversations across Instagram, Facebook, TikTok and LinkedIn, through our platforms.

Escalations: handle sensitive and urgent issues with care and good judgment. Bring in restaurant leaders or the relevant department when needed, and see every case through to resolution.

The AI agent: own our AI agent, including what it knows, how it sounds, and how well it resolves guest questions.

The feedback loop: spot opportunities and trends across every channel and our guest feedback surveys. Bring a weekly report and a monthly review to leadership, with owners and proof of what changed.

The team: hire, train, schedule and coach two remote Specialists to provide our restaurants coverage during operating hours. Review their conversations weekly and help them grow.

The playbook: keep evolving our GX standards, reply guides, refund rules and escalation paths.

How we'll measure success

Your quarterly bonus is tied to the GX scorecard: Google and delivery-app ratings, issues per 1,000 orders, AI automation rate, response times, guest satisfaction after a fix, and the cost of making things right.

You might be a fit if you

Have 4+ years in hospitality, restaurant operations or customer experience, including 2+ years leading people

Have real hospitality instincts. You can turn an upset guest into a regular, in writing and on the phone

Make good calls fast without waiting for permission, and know when something needs to go up the chain

Think in systems. When you solve a problem twice, you write the process so nobody has to solve it a third time

Write clearly and warmly, with no corporate scripts

Are comfortable with helpdesk, social media and review management tools, and with data in a spreadsheet

Bonus: experience with online ordering or POS systems, or with setting up AI chat agents

Pay and work perks

Profit-sharing and open-book management: each year, 1% of the company's net profit goes back to our team

Paid vacation

Parental leave

Health, dental and vision insurance, with Naked Farmer contributing up to 60% of the cost

401(k) with a company match

Free Naked Farmer meals

Work that matters, plus culinary development programs led by our chefs

Come build the future of food with us.

Ready to apply?

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