Senior Manager, Guest Experience

Senior Manager, Guest Experience

📍 Portland, OR (Hybrid: 3 days onsite) | 🗓️ Full-time | 💬 Where empathy meets strategy

At Salt & Straw, we believe that a scoop of ice cream can spark wonder, and every guest interaction is a chance to create connection, generosity, and joy.

Now, we’re looking for a Senior Manager of Guest Experience to lead our customer experience function with heart, clarity, and a relentless drive for improvement. From in-store moments to online orders, this role ensures that every guest touchpoint lives up to the unbelievable.

What You’ll Do:

• Guide and grow our Guest Experience (GX) team, coaching for quality, consistency, and confidence
• Lead daily operations across all channels—store, eComm, delivery—while managing escalations with empathy and professionalism
• Build CX systems that eliminate friction and spark delight
• Analyze trends, track KPIs, and turn insights into action
• Champion the voice of the guest across the company from shop floors to executive meetings
• Partner with Retail Ops, Marketing, and Supply Chain to connect customer love with brand magic
• Activate surprise & delight, storytelling, and service recovery programs that reflect our values

You're a Great Fit If:

• You’ve led customer experience or support teams (5+ years), and people still talk about your impact
• You’re fluent in CX tools like Momos, Gorgias, or Shopify, and you know how to make them sing
• You thrive in hospitality-minded environments and know how to balance heart with scale
• You’re calm in the chaos, generous with your team, and always asking: “How can we make this better?”
• You can turn data into decisions, a complaint into a relationship, and a guest moment into a story

Why You’ll Love It Here: 

• Base salary: $89,200–$102,000 (hiring range) - full range is up to $120,600
• Time to recharge: Generous Flexible Time Off (FTO), 12 paid holidays, and Sick Time
• Health and wellness: Comprehensive medical, dental, and vision coverage plus $1,000 annual wellness incentive
• Mental health matters: Onsite, free LCSW sessions plus on-demand access to mental health support, 24/7/365
• Financial future: 401(k) with company match
• Commuter support: Pre-tax transit benefits and subsidized parking and public transportation
• Tax-free savings: Access to Medical and Dependent Care FSAs to help you save on healthcare and childcare
• Health Savings Account (HSA): Pair with a high-deductible plan to pay for medical expenses now—or save for retirement later—with pre-tax dollars
• Full coverage, on us: Company-paid short- and long-term disability, plus basic life and AD&D insurance to support you and your family if the unexpected happens
• Extra peace of mind: Voluntary coverage for accidents, critical illness, and hospital stays to help with out-of-pocket costs when life throws a curveball
• Pet insurance: Because furry friends are family too—get affordable coverage through FIGO to keep them healthy and happy
• Room to grow: Learning stipends and development pathways to help you evolve in your career
• Delicious perks: Free ice cream (!!), team member discounts, and sneak peeks of upcoming flavors
• A culture that lives its values: We lead with kindness, curiosity, and a whole lot of heart

The Details:

• Full-time, exempt role
• Hybrid schedule: 3 days onsite at our Portland Support Center
• Reports to our VP of Marketing

We’re not just looking for someone to solve problems. We’re looking for someone who turns every challenge into a chance to serve, to lead, and to surprise. 

Join us, and help make every guest experience unforgettable.

Our Values 

Create the Unbelievable 

Show Up Generously 

Act with Thoughtful Curiosity 

Share Human Kindness 

Make It Count

These values are the sprinkles on top, guiding us to create happiness through moments of wonder in every scoop, smile, and shared moment. They form the foundation of our brand and shape the culture of our workplace.

Food Allergy Warning This position requires working in an environment where common food allergens, such as peanuts, tree nuts, dairy, eggs, soy, wheat, and seafood, are present. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Equal Employment Opportunity (EEO) Statement Salt & Straw fosters an inclusive workplace where all team members and applicants are treated fairly, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected status. We are committed to providing equal employment opportunities for all. If you are a U.S. applicant with a disability and need assistance or a reasonable accommodation to apply, please contact our Talent team at ta@saltandstraw.com. 

Work Authorization and E-Verify We participate in E-Verify to confirm work authorization but do not use this process to pre-screen applicants. Qualified candidates with criminal histories are also considered in accordance with applicable laws.