Customer Experience Manager

Salted is the largest delivery-first restaurant group in the United States, and we're hiring a Customer Experience Manager to be the standard-bearer for culinary excellence and customer experience across our kitchens.
This is a hybrid role: part trainer, part auditor, part culture-carrier. You'll be the knowledge-bearer and teacher of culinary spec at Salted by setting brand expectations, recipes, and cooking methods, training new kitchen teams and launching new brands, auditing for consistency, and closing the loop between what customers experience and what kitchens execute. You'll thrive here if you excel in fast-moving, occasionally unstructured environments and have a track record of developing a culture of culinary excellence.

What You'll Do
Training & Launches

• Successfully train and launch high-impact brands in kitchens through culinary demos, mock service, and hands-on instruction
• Train new kitchen teams for new location launches, including spec, process, and organization
• Train the trainers at the District Manager and Kitchen Manager levels so standards cascade through every level of the business
• Build and maintain training materials, playbooks, and prep/par guides for every brand
• Provide training for new teams being onboarded as needed

Spec, Quality & Consistency

• Identify gaps in spec, retrain, and set clear expectations around culinary standards wherever they're needed
• Audit kitchens for food quality, consistency, and compliance with brand specs
• Review regular line checks and provide immediate, actionable feedback to field management
• Conduct remote line checks, secret shops, and camera reviews

Customer Experience & Communication

• Communicate rollouts and updates on menus, recipes, equipment, ingredients, and other key changes
• Close the feedback loop by resolving kitchen feedback tied to menus, recipes, equipment, and ingredients
• Cover kitchen operations in emergency scenarios to keep service running without interruption

What You Bring

• Extremely organized and detail-oriented, with strong analytical thinking
• Excellent written and verbal communication and comfortable giving direct, concise feedback to trainees and management
• High ownership and follow-through; self-motivated with a track record of getting things done
• Comfortable working in fast-paced environments with shifting priorities and minimal structure
• A natural teacher and mentor, energized by developing people at every level
• A customer-focused mindset and excellent problem-solving ability

Requirements

• 3+ years of professional culinary, kitchen management, or kitchen training experience in a restaurant or quick service environment
• Experience training across multiple food concepts, cuisines, or brands
• Current food safety certification (e.g., ServSafe), or willingness to obtain one
• Valid driver's license and ability to travel 50%+ of the time to kitchen locations
• Comfortable using digital tools such as Slack, Opsi, spec libraries, and virtual kitchen/training platforms
• Acts as a hands-on role model for food quality, consistency, and kitchen hygiene
• Bilingual English/Spanish is a plus

What Success Looks Like

• Line Check Audits: 98% or higher
• Positive Customer Feedback Rate: 90% or higher
• Key Brand Weekly Order Ratings: 4.8 or higher

Salary
$80-90,000/year, plus incentive-based performance bonuses

Benefits

• Medical, Dental, & Vision Plans
• 401(k) with up to a 4% employer match after one year
• Unlimited PTO
• Paid Family Leave
• Remote-based role, with travel to kitchens across the country
• Real career advancement opportunities as we continue to grow

Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company.

Salted is an equal-opportunity employer committed to building an inclusive team. If you require accommodation during the application or interview process, please contact hr@hellosalted.com.