Guest Support Desk Manager

At NAYA, we're on an exciting journey - growing fast, sharing authentic, fresh, and nutritious Middle Eastern flavors, and building a team that grows with us. NAYA offers a comprehensive and people-focused benefits package designed to support you at work and beyond, including:

Annual competitive bonus plan

Medical, dental, and vision insurance to keep you healthy and thriving

Flexible Spending and Commuter benefits to make your life easier

At NAYA, you'll find more than a job — you'll find a community that values you, supports your goals, and celebrates your success.

Those connections continue after a guest leaves the restaurant. We're looking for a Guest Experience Manager to lead how we listen, respond, and learn across every guest support channel.

Based in our Support Center, this person will lead a team of Guest Experience Specialists and manage day-to-day guest support across our restaurants and digital channels. They will ensure guests receive timely, thoughtful responses, turn feedback into useful insights, and work closely with Operations Services, Technology, and Training to put what guests tell us into action.

The right person brings empathy to individual conversations, understands restaurant operations, and can spot patterns that point to a larger opportunity.

Build a consistent guest support function that can scale with NAYA's growth. Lead and develop a team of Guest Experience Specialists. Give restaurant and Support Center teams clear, timely insight into what guests are experiencing. Help turn guest feedback into improvements in service, training, operations, and technology.

Lead Guest Support Manage guest support across email, phone, surveys, social media, third-party platforms, and other feedback channels. Lead the day-to-day work of two Guest Support Specialists, including workload planning, coaching, quality review, and performance feedback. Establish clear response standards, workflows, escalation paths, and service level goals. Identify barriers to timely, effective support and work with the appropriate teams to address them.

Develop response guidance and recovery practices that help the team care for each guest while making sound, consistent decisions. Handle sensitive or complex escalations, partnering with restaurant and Support Center leaders when needed. Keep guest-facing information current as menus, promotions, restaurant operations, and ordering options change.

Partner closely with Operations Services to identify recurring restaurant issues, share specific guest feedback, and support practical solutions. Work with Technology to surface ordering and digital experience issues, help prioritize fixes, and confirm that changes resolve the guest problem. Collaborate with Training to turn guest feedback into immediate coaching opportunities, updated training materials, and clear guidance for restaurant teams. Bring urgent or repeated issues to the right partners quickly so teams can act before more guests are affected. Prepare weekly reports highlighting emerging issues, urgent themes, team performance, and actions needed. Analyze feedback related to restaurant service, food quality, ordering, limited-time offerings, marketing promotions, and new initiatives. Build and maintain dashboards that give leaders a clear view of guest experience performance.

Help develop NAYA's contact center approach, including channel coverage, hours of operation, escalation processes, and recovery guidelines. Contribute to the selection and implementation of CRM and guest support tools, including workflows, documentation, and team adoption. Manage and improve guest feedback and reputation management platforms. Look for ways to simplify work for the support team and create a more consistent experience for guests.

Three years of experience in guest experience, customer support, hospitality, or restaurant operations; experience in a multi-unit or growing business is a plus. Experience with CRM, guest feedback, support, or reputation management tools. Experience leading, coaching, and developing a team. An understanding of restaurant operations and the ability to build trust with restaurant leaders. Comfort building processes while staying close to the day-to-day work.

You lead with Generosity and Authenticity, making guests feel heard and giving your team the support they need to succeed. You practice Teamwork with restaurant and Support Center partners, bring Curiosity to the patterns behind guest feedback, and show Consistency in how you follow through. You are Positive, Confident, and Humble enough to resolve a difficult situation, learn from it, and help NAYA's processes evolve.

We do not discriminate based on race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, or other protected status.