Guest Experience Manager

Location: Hybrid with three (3) days per week in our Marietta, GA office

Reports to: VP of Training

Role type: Full-Time, Exempt

Working Days: Wednesday – Sunday from 6am-3pm

About PopUp Bagels

PopUp Bagels is not just a bagel company; we’re a cultural movement. Our stores are small, our vibes are loud, and our energy is contagious. From signature neon and iconic bullhorns to our “Not Famous but Known” mirror, we’ve reimagined not just how a bagel is created, but how it’s enjoyed: Grip, Rip and Dip! With a cult-like following, massive social presence, and unparalleled collaborations with top companies, partners and Brand Ambassadors PopUp Bagels is defining a new food lifestyle brand.

We keep things simple, but we do them really, really well. And our customers agree.

The Role:

The Guest Experience Manager is responsible for operating the full guest experience function by serving as the primary point of contact for all guest-facing communication and ensuring every interaction reflects our brand's personality, quality, and hospitality standards.

This role manages and responds to all inbound guest inquiries received through our website and other platforms, handling everything from general questions to complaints and recovery situations with professionalism and care. The Guest Experience Manager owns the upkeep of our response library, ensuring messaging stays current, on-brand, and effective across all use cases. Beyond direct guest communication, this role engages thoughtfully with guests across multiple social media and review platforms, addressing both positive and negative feedback in a way that protects and elevates our brand reputation.

The Guest Experience Manager also serves as a key support resource for our operator network, assisting with order-related inquiries including changes, refunds, and other operational needs that require coordination and follow-through. This role works cross-functionally across teams to resolve issues efficiently and ensure a consistently excellent experience at every touchpoint.

This role is ideal for someone who loves hospitality and communication but is also hungry for responsibility, problem-solving, and leadership. You'll be the voice of the guest across our communication channels while working closely with Operations, Marketing, Training, and leadership to identify opportunities and improve the overall guest experience.

We are intentionally hiring potential, not just experience. This role will begin with a strong focus on individual ownership, with the opportunity to grow into a team leadership position as the function and business evolve. The right person will take on increasing responsibility, lead key initiatives, support and develop teammates, and help shape the processes and culture of the team.

*Schedule: This is a full-time position working Wednesday through Sunday, aligned with peak guest interaction and message volume days. Hours are 6:00am-3pm

Essential Responsibilities: 

• Monitor and manage inbound guest feedback across multiple social media, review, and customer communication platforms
• Own outbound communication by responding to guest comments, reviews, and messages with professionalism, empathy, personality, and brand voice consistency
• Serve as the primary point of contact for all guest inquiries submitted through the company website and other platforms, ensuring timely and thoughtful responses
• Handle operator-facing inquiries related to order changes, refunds, and other operational support needs, coordinating with the appropriate internal teams to drive resolution
• Support guest recovery efforts by resolving issues and ensuring guests feel heard and valued
• Own the guest response library by crafting and maintaining responses for a variety of guest situations, including escalations and sensitive feedback
• Collaborate with Operations, Marketing, Training, and other cross-functional teams to share insights and improve the guest experience
• Maintain accurate documentation and communication within reputation management software and internal systems
• Analyze guest feedback, reviews, inquiries, and recurring issues to identify trends and recommend operational improvements
• Develop and improve guest experience processes, standards, and playbooks

Required Education, Experience, and KSAs: 

• High school diploma or equivalent required
• Minimal previous experience required; relevant internship experience or coursework in hospitality, communications, marketing, business, or a related field will be considered
• Prior experience in customer service, hospitality, guest relations, social media engagement, or reputation management a plus but not required
• Excellent written and verbal communication skills with strong attention to tone and detail 
• Ability to manage multiple platforms and priorities in a fast-paced environment
• Strong problem-solving and guest recovery skills
• Collaborative mindset with the ability to work effectively across teams
• Comfortable navigating positive and negative guest interactions with professionalism and empathy
• Familiarity with social media platforms and reputation management software is a plus
• Organized, adaptable, and proactive with a positive attitude
• Passion for hospitality, people, and creating fun, memorable experiences

Physical Requirements:

The following physical requirements are representative of those that must be met to perform the essential functions of this role. Reasonable accommodations may be made for individuals with qualifying disabilities.

• Prolonged periods of sitting at a desk and working on a computer
• Ability to use standard office equipment, including computer, keyboard, mouse, and telephone
• Occasional standing, walking, bending, or reaching as needed in an office environment
• Ability to lift and carry items up to 15 pounds on an occasional basis (e.g., files, office supplies, equipment)
• Ability to communicate effectively in person, by phone, and via video conference

Compensation:

$65,000 - $75,000 per year, plus 10% bonus and benefits

PopUp Bagels is proud to be an Equal Opportunity Employer.

We do not discriminate based on race, age, ancestry, creed, color, religion, gender, sexual orientation, pregnancy, childbirth or related condition, unemployment status, gender identity or expression, transgender status, marital status, domestic violence or sexual violence victim status, national origin, citizenship, disability, covered veteran and/or military status, genetic information, familial status, or any other characteristic protected under applicable federal, state, and local law. PopUp Bagels conducts pre-employment screenings in compliance with local, state, and federal laws, and utilizes E-Verify to confirm U.S. employment eligibility.

The duties of this position may change from time to time. PopUp Bagels reserves the right to add or delete duties and responsibilities at its discretion. This posting describes the general nature and level of work expected and is not intended to be all-inclusive.