Associate Manager, Operations

What You’ll Be Serving Up:

You will elevate guest satisfaction to new heights by leading impactful recovery initiatives that swiftly address and resolve customer concerns. As a key member of the Restaurant Strategies Team, you will deliver industry-leading recovery practices by combining data-driven insights, operational excellence, and cross-functional collaboration.

Here’s How You’ll Spice Things Up:

Designing customer recovery plan

• Evolve KFC US’ customer recovery standards and resolving guest concerns by:
  • Accurately mapping the current state and building a future state process.
  • Managing third-party relationships (Allorica), Service Level agreements, and KFC Listens recovery processes.
  • Observing win-back alerts and analyzing data from surveys, social media, and other channels.
  • Validating and testing creative approaches through field testing, feedback loops, and input from frontline teams and overseeing guest recovery performance.
  • Introducing innovative recovery solutions.

Executing customer recovery

• Achieve exceptional service delivery by instituting recovery strategies across drive-thru, front counter, and digital channels, providing the highest level of guest experience at every touchpoint.
• Enhance guest satisfaction by bringing to life recovery strategies including crafting robust solutions to overcome challenges, leading field follow-ups, validating processes, and conducting training.

What You Bring to the Table:

• Education:
  • Bachelor’s degree from an accredited 4-year university, preferably in Business or Hospitality.
• Experience:
  • 8+ years of relevant work experience with Bachelor’s, 6+ years with Master’s.
• Skills: 
  • Strong team player that contributes to a positive and productive team environment; able to build strong relationships with teammates and stakeholders to deliver on day-to-day mission.
  • Excellent oral and written communication skills to engage and align cross-functional stakeholders; ability to present effectively to senior leaders.
  • Strong analytical skills to interpret data and form action-able recommendations.
  • Exceptional project management capabilities, including driving great outcomes in a fast-paced environment.
  • Steadfast ability to act as the key person-to-contact in interactions with downstream stakeholders, including franchisees and customers.
• Mindset: 
  • Relentless in the pursuit of excellence and maintaining high standards. 
  • Resourceful and adaptive in ambiguous situations with a proven ability to operate “in the grey.” 
  • Resilient in the face of obstacles and persistent in driving towards results. 
  • Thrive in a collaborative environment. 

What’s In It for You:

• Make a meaningful impact by participating in initiatives that directly enhance guest satisfaction and loyalty, strengthening KFC’s reputation as a customer-focused brand.
• Collaborate with diverse teams and franchisees to implement recovery strategies that drive operational excellence and ensure consistent guest experiences across all channels.
• Grow your leadership and problem-solving skills by addressing complex customer challenges and delivering innovative recovery solutions that create long-term value.
• Be part of a globally recognized brand that values agility, innovation, and a relentless commitment to customer excellence in the quick-service restaurant industry.

KFC Corporation, based in Louisville, Kentucky, is one of the few brands in America that can boast about having a rich, 60-year history of success and innovation. In fact, KFC is the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.
 
Yum! Brands, Inc., based in Louisville, Kentucky, has over 45,000 restaurants in more than 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. In 2018, Yum! Brands was recognized as part of the inaugural Bloomberg Gender-Equality Index. The company’s restaurant brands – KFC, Pizza Hut and Taco Bell – are global leaders of the chicken, pizza and Mexican-style food categories. 
 
More important than our size is our commitment to breakthrough innovation and the success of our employees. We're proud of the unique culture we've built, one where everyone can be their best self, make a difference and have fun! We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background.