Manager, IT Service Center

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, IT Service Center (ITSC) you are responsible for ensuring the timely and accurate delivery of Tier 1 technical support services to 3800+ restaurants in the U.S., Canada, and Europe. You will manage an external 3rd party contact center ensuring key performance indicators and service level agreements are met. You will also lead a small team of internal employees, ensuring that staffing, processes, training, knowledge, and tools are aligned to meet business needs.

WHAT YOU’LL DO

• Direct remote contact center partner operations, perpetuating a vision consistent with Chipotle’s values.
• Manage BPO performance by setting expectations, review of results and progress planning, including daily review of dashboards and performance reports.
• Regularly leading progress reviews and calibration meetings with 3rd party leadership, promptly communicating any identified performance issues or trends.
• Works with 3rd party leadership to develop swift improvement plans to address performance gaps, regularly reports performance progress to senior leadership.  
• Monitor performance metrics to ensure consistent service delivery that meets or exceeds defined standards.
• Drive customer satisfaction through timely and accurate issue resolution; remediate customer escalations, as needed.
• Manage all aspects of IT Service Center operations and support functions.
• Assure agent preparedness in a continuously changing restaurant technology environment.
• Improve delivered business value over time by refining policies, procedures, and processes.
• Research and recommend improvements to mitigate service level risks and optimize service level processes.
• Facilitate the deployment of new contact center technology.
• Partner with internal and external stakeholders to ensure the best experience is provided

WHAT YOU’LL BRING TO THE TABLE

• B.A./B.S. in a related field, or an equivalent in education and experience.
• 5-8 years’ technical support experience, preferably in the restaurant/retail industry, utilizing knowledge of systems design, systems integration, maintenance, and troubleshooting.
• 3-5 years’ supervisory experience including experience managing an external vendor.
• IT Incident management experience including handling major outages.
• Proficient using ServiceNow, Five9, Verint or similar tools.

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $98,000.00–$137,000.00. 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.comif 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.