The Customer Experience Manager is responsible for training kitchen teams, launching new brands, and ensuring culinary consistency across all locations. They will audit kitchen operations, maintain brand standards, and act as a liaison between customer feedback and kitchen execution.
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.
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