Guest Experience & Insights Specialist

Work it! Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with an annual company retreat, Team Appreciation Day, volunteer opportunities, and so much more. If you’re looking for a deeply fulfilling, financially rewarding, and really fun career, you’re in the right place. Shake Shack is a technicolor world filled with 51%ers with one mission: Stand for Something Good! 

Guest Experience and Insights Specialist

Key Responsibilities:

• Measure and manage data via the guest experience platform, website, social media and surveys. Evaluate key metrics to determine best practices. Develop reports and processes to monitor and analyze data. (40%)
  
  
• Manage the development, implementation and ongoing administration of our guest experience platform. Troubleshoot support requests, onboard new users and increase efficiency of platform use. Contribute to updating training materials and programs. (30%)
  
  
• Deliver top-notch, real-time guest experience via multiple channels, including email, social media, review sites and phone calls. Embrace and convey the Shake Shack brand voice, reflecting the spirit, identity, integrity and intelligent humor of the brand. Work as a key liaison between the Marketing team and Operations, Information Technology, Training and People Resources. (30%)

Relevant Skills, Knowledge & Ability:

• Experience working with Service Cloud platform on Salesforce
• Proficiency in Microsoft Office, particularly Excel and PowerPoint
• Knowledge of social media channels
• 2+ years of professional data analytics and reporting
• 2+ years of professional customer service platform use and/or administration
• 2+ years of professional customer support experience in food and hospitality and/or lifestyle brand

Education/Certifications:

• Bachelor’s degree in psychology, marketing, computer science or related field

Benefits include:

• Medical, Dental, and Vision Insurance
• Transit Discount Program
• 401K Plan with Company Match
• Paid Time Off Program
• Flexible Spending Accounts
• Employee Dining Program
• Referral Bonus
• Online Training Program
• Career Development
• Corporate Fitness Discount Programs
• Choice of Global Cash Card or Direct Deposit

About Us

Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts.  A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy they we "Stand for Something Good."