Manager, Guest Experience Operations, Burger King, US&C

Confirmed live in the last 24 hours

RBI

Corp - Miami Corporate Office

On-site

Posted April 29, 2026

Job Description

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

Job Summary: The Manager, Guest Experience leads day to day Guest Care execution and ensures consistent hospitality through Quality, Friendliness, and Efficiency. The role runs key routines that deliver fast, brand right resolution, operates omni-channel quality, and executes AI and automation releases that reduce guest effort. Impact comes from disciplined follow through and close partnership with Product, Engineering, Marketing, Digital, and Operations to improve guest journeys.

Roles & Responsibilities :

Own daily and weekly KPI management for SLAs, CSAT, first contact resolution, time to resolution, repeat contacts, and escalation rate, and drive corrective actions.

Lead day to day QA operations for human and AI assisted contacts, including evaluations, calibrations, coaching, and tracking tied to Quality, Friendliness, and Efficiency.

Own the guest facing Help Center experience, including content strategy, article creation, and continuous optimization to reduce effort and improve resolution.

Operate agentic AI experiences, including prompt and knowledge updates, tool and workflow orchestration, human handoff tuning, and ongoing monitoring for Quality, Friendliness, and Efficiency.

Align franchisee training and communications with Guest Care programs, ensuring consistent guest recovery standards across channels.

Own execution of the QA Center of Excellence across an omni-channel experience, including scorecards, calibrations, and action tracking.

Build, launch, and maintain programs that improve guest experience and retention, and create consistent You Rule moments across the guest landscape.

Monitor AI voice and chat performance, including intent accuracy, containment, handoff quality, knowledge coverage, and guest friction, and triage issues fast.

Execute AI and automation releases, including UAT, launch readiness, content and knowledge updates, and post launch performance monitoring.

Configure and optimize Guest Care platform workflows, integrations, and routing to reduce handoffs, improve containment, and increase first contact resolution.

Maintain dashboards and deep dives across operational, QA, and AI metrics, and recommend fixes that reduce contact volume and repeat issues.

Support platform and process changes through documentation, training support, and stabilization, and ensure adherence to standard work.

Ensure consistent and compliant guest recovery, including offer application, AI and agent guardrails, and escalation protocols.

Partner daily with Product, Engineering, Marketing, Digital, and Operations to unblock releases, close defects, and improve end to end guest journeys.

Skills & Qualifications:

Bachelor’s degree or equivalent practical experience.

5+ years of experience in guest/customer experience, operations, contact center, or service delivery roles.

Experience managing vendors and/or third-party partners and holding teams accountable to performance metrics.

Strong analytical skills with the ability to use data to make decisions and drive measurable improvement.

Ability to thrive in a fast paced environment, build strong routines, and deliver continuous improvements for guests and franchisees.

Experience with voice/contact center programs and QA calibration routines.

Experience with automation tooling, chatbot programs, or AI-enabled service workflows.

Experience in franchise, retail, or multi-unit operations environments.

#burgerking

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.