Job Summary

　　The Sr Manager, End-User Services will be responsible for the strategic direction, productivity, efficiency and effectiveness of the team tasked with providing exceptional support to Papa John’s internal customers. He/she will be accountable for the strategic planning and execution of all Service Center operations that will include management and leadership of processes for the continuous improvement of the customer experience. This role will focus on customer care quality management, workforce planning, recruiting, coaching and training. The candidate will develop KPIs that will include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, Service Level Agreements (SLA) and financial performance. The Sr Manager, PJI Customer End-User Services will drive call performance, increased use of resources and adaptation of new proven technologies to increase efficiency and achievement of metrics; ensuring the Customer Services Center meets customer and organization needs. The Sr Manager, End-User Services will be responsible for setting up a formal support organization, system and processes, including assisting with defining support processes, hiring and managing support team, and managing and resolving customer issues, additionally working across the organization to define and resolve issues.

　　Duties and Responsibilities

　　Focus on continuous improvement and developing new strategies/ideas to adjust service protocols to maximize value to internal clients.

　　Responsible for the end-user communication process to help ensure service offerings, service issues, and other key messages related to Papa John’s operations are clearly communicated to internal constituents.

　　Drive technology education awareness through the development of training standards, training curriculum & programs.

　　Sets up and manages support system and tools.

　　Define and manage tiered support staging requirements, roles and responsibilities.

　　Coordinate with corporate IT team for systems and access requirements for support tools.

　　Manages KPIs for support tickets.

　　Creates regular reporting to management for support metrics.

　　Escalates issues to appropriate teams or executives for resolution.

　　It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.