Customer Experience Communications Manager

About the Role Our Client is a growing franchise network of K-bakery and caf-style locations. The Customer Experience Communications Manager, based in Buena Park, CA (Greater Los Angeles Metropolitan Area), reports to the Director of Communications in the COO department. This full-time, exempt, Grade G5 position manages the intake, coordination, and analysis of customer inquiries and feedback across multiple channels while supporting corporate communications initiatives. This is a newly created role responsible for building scalable processes and providing leadership visibility into customer sentiment, store performance trends, and emerging issues. Requirements Responsibilities Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.). Research, evaluate, and recommend vendors for a centralized customer service platform and lea...