At Call Your Mother we believe that great food is made even better with amazing service and having fun together. CYM is a neighborhood bagel shop and deli with locations in the DC area and Denver, CO.
We're looking for new team members with positive attitudes and an eagerness to learn who are as excited about good food & GOOD VIBES.WE’RE HIRING A CUSTOMER EXPERIENCE MANAGER BASED IN WASHINGTON, DCThe Customer Experience (CX) Manager is the heartbeat of how our guests feel after their CYM experience. You’ll lead the systems, tools, processes, feedback loops, and team that protect and elevate our guest experience across all shops. This role blends hospitality, operations, service design, communication, and problem-solving — helping us scale without losing the magic that makes CYM, uniquely CYM.You’ll directly interact with guests to solve any issues that may arise, manage our part-time Guest Experience Rep, own our guest feedback program (CER, surveys, sentiment), create new ways to celebrate and collaborate with the Carb Crew, and ensure that every guest touchpoint ladders up to a consistent, joyful, gold-standard experience.
This role lives at the intersection of Marketing, Ops, People, and Tech…and helps tie it all together.The CX Manager reports to the VP of Marketing and oversees part-time customer experience coordinators.Company Core Values & Expectations:
- Vibrant – You are abundantly happy, fun, passionate, playful, and kind
- Integrity – You are honest, caring, real, and always strive to do the right thing and take pride in what you do
- Belonging – You will work as a team to make people feel welcome
- Energy – You are active, proactive, and work hard to make things happen
- Seize the Moment – You make the most of every guest opportunity by saying yes and by trying new things, and by being original
As a CYM team member, you’ll make an impact by:
- Creating extraordinary moments for our team members
- Contributing to our business with your ideas and feedback
- Supporting and lifting up our communities and neighborhoods
- Being yourself and making genuine relationships with team members
Your responsibilities will be:
- Own the end-to-end guest feedback ecosystem (emails, tickets, CER, sentiment trends, service recovery).
- Translate guest data into actionable weekly, monthly, and quarterly insights and partner with Ops to close gaps.
- Build and roll out CX SOPs, playbooks, scripts, and hospitality standards across all shops.
- Maintain and manage Tattle dashboards + reporting to track trends and improve visibility for Ops, Leadership, and Carb Crew.
- Ensure the CYM voice, tone, and hospitality style come through across all guest-facing communication channels.
- Write and refine scripts for guest responses, social DMs, crisis communications, and escalations.
- Collaborate with Marketing on shop signage, service messaging, digital ordering clarity, and brand standards.
- Lead CX innovation: new tools, technologies, ticketing systems, automations, and proactive service solutions.
- Own quarterly deep-dives on service experience opportunities and recommendations.
- Collaborate with People and Ops Teams to build recognition programs, competitions, and incentives that celebrate shops delivering top-tier experiences.
- Support new shop openings with training, soft-opening planning, and consistent CX readiness.
- Manage and support the Guest Experience Rep; coach toward speed, empathy, tone, and resolution excellence.
- Work closely with Ops leaders to ensure consistency in training, service recovery, and execution across all regions.
- Partner with People and Training teams on training materials, onboarding touchpoints, and celebrations for high-performing teams.
You’ll be a great addition to the CYM team if you are:
- A hospitality-obsessed human who believes great service is a superpower.
- Have 4–6+ years in customer experience, guest relations, or hospitality leadership role — ideally in fast-growing fast/casual restaurant groups or high-touch retail.
- A strong communicator with impeccable writing skills and an ear for tone.
- Data-literate: comfortable reading trends and turning them into actionable solutions.
- Calm under pressure, solution-oriented, and able to navigate escalations with tact and empathy.
- A cross-functional collaborator who loves solving messy guest challenges and building structure where it doesn’t exist.
- Passionate about CYM food, stories, vibrations, and brand ethos.
- Adept at working cross-functionally and flexing between execution and big-picture thinking
- Comfortable in a fast-moving, startup-style environment
Physical Requirements:The physical demands for this position are seeing, hearing, speaking, reaching, occasionally lifting up to 50 pounds, sitting, standing, bending, and moving intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodation.You’ll love working at CYM because:
- Competitive base salary of $80,000/year plus bonus opportunity
- Exciting opportunities for growth and development! With CYM’s continued expansion, this role offers a strong foundation to grow your leadership skills and take the next step in your career.
- Great people, real support, and incredible VIBES. We’re focused on a positive, people-first culture where everyone feels they belong and they’re supported. You’ll find a team that’s welcoming, celebrates wins together, and most importantly, keeps things fun every day!
- Great benefits (our team agrees!) Health, dental, and vision insurance (for full-time staff averaging 30+ hours/week), 4% employer match 401k, paid vacation, and paid parental leave, Employee Assistance Program, free Call Your Mother staff meals, free fitness and wellness classes, free English/Spanish classes and DuoLingo reimbursement, team building activities, and more.
We provide equal opportunities to everyone who works for us and every applicant. We consider applicants for all positions without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or any other legally protected status. We enthusiastically celebrate the diversity of our team and believe that talent, passion, and experience are the only relevant criteria for considering new team members.
