Overview In this role you will oversee the daily operations of the Customer Care function, guiding both internal specialists and a 10-person outsourced team in Barranquilla. You will ensure service levels, quality, productivity, and guest satisfaction across multiple channels, including digital and loyalty services. You will partner with internal and vendor leadership to resolve escalations, identify trends, and drive process improvements that deliver a consistent guest experience across the GoTo Foods portfolio. This is a hands-on leadership role with a focus on people, performance, and guest outcomes.
Responsibilities- Lead daily operations of the Customer Care function and coach a team of specialists
- Oversee and collaborate with outsourced vendor team in Barranquilla to meet service levels and quality standards
- Manage escalations and partner with internal teams to resolve issues
- Monitor performance metrics across channels (customer service, technology, social media, online reviews, loyalty, gift cards, digital ordering)
- Identify trends, drive process improvements, and implement best practices
- Ensure consistent guest experience across the GoTo Foods brands
- Coordinate with vendor leadership to align on goals and initiatives
- Support guest satisfaction goals and contribute to guest-centric improvement initiatives
Key requirements- leadership
- coaching
- communication
- problem-solving
- collaboration
- customer-focus
