CULTIVATE A BETTER WORLD

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

THE OPPORTUNITY

As the Manager, Guest and Employee Experience Support and Implementation, you will be responsible for planning, organizing, and evaluating cross-functional projects from concept to implementation for the Guest and Employee Experience teams. You will identify efficiencies in workflows and processes and use current technology to improve them through automation. In addition, you will lead a team responsible for providing training, knowledge management, and quality assurance for the IT Service Center Business Process Outsourcers (BPO) call center agents. You will ensure service levels are met for knowledge creation, the prioritization of training topics are relevant, and the quality expectations are met or exceeded.

WHAT YOU’LL DO

• Partner with senior leaders to identify, co-lead, and support the implementation of key strategic projects, ensuring alignment with organizational goals and priorities.
• Develop, maintain, and manage comprehensive project plans, timelines, and status reports.
• Proactively identify potential project risks and delays, implementing contingency plans to mitigate challenges.
• Lead and mentor the Trainer, Knowledge Writer, and Quality Analyst team to ensure the accuracy and relevance of knowledge resources.
• Create and implement actionable goals for monitoring the successful delivery of priority projects and programs across the Guest and Employee Experience teams.
• Oversee the creation of training materials and quality assurance processes focused on end-user experience and satisfaction.
• Set and monitor service level agreements for knowledge creation tasks, ensuring that all content is accurate, up-to-date, and delivered on time.
• Continuously evaluate and improve service delivery methods based on stakeholder feedback and evolving business needs.
• Identify, prioritize, and drive the creation of relevant training topics, ensuring thorough coverage, education, and completion compliance.
• Leverage data analytics and insights to inform and drive project priorities and processes, optimize workflows, improve efficiency, and enhance overall project outcomes

WHAT YOU’LL BRING TO THE TABLE

• Bachelor's Degree (BA/BS) from 4-year college or university preferred.
• Extensive experience leading projects from conception to completion with a high degree of efficiency, particularly those with significant technological components.
• 3 years’ experience in a supervisory role, managing, leading, and developing teams to drive results.
• The ability to make quick, practical, and financially prudent decisions in a highly ambiguous environment.
• Experience leading training, knowledge management, and QA for Contact Center teams a plus.
• Advanced Microsoft Excel and Power Point Skills.
• Experience with Five9, Verint, Service Now, and Salesforce preferred.

WHO WE ARE
Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle had over 3,500 restaurants as of December 31, 2023, in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. Chipotle is ranked on the Fortune 500 and is recognized on Fortune's Most Admired Companies 2024 list and Time Magazine's Most Influential Companies. With over 120,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM.

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $85,000.00–$115,000.00. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits for more details.
WHO WE ARE

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. For more information or to place an order online, visit WWW.CHIPOTLE.COM

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.

Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.