Manager, Voice of Guest, Popeyes

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.   

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

The Manager, Voice of the Guest & Contact Center Insights will own the development of a unified view of the Popeyes guest experience. You'll synthesize signals from surveys, online reviews, and contact center data into a cohesive 360° picture of guest sentiment — and translate that picture into clear, actionable recommendations that move the business. Reporting to the Director of Analytics, this role partners closely with Marketing, Digital, and Operations and has no direct reports at hire.

RBI follows a 5 day, in-office work schedule to support collaboration. Candidates should be comfortable working onsite 5 days per week out of our office in Miami, FL.

What You'll Do:

• Design the end-to-end Voice of the Guest measurement framework — spanning CSAT/NPS surveys, Google and third-party review platforms, and contact center feedback.
• Establish consistent KPIs and reporting cadences (weekly, monthly, quarterly) that track guest satisfaction across channels and market segments.
• Identify gaps in current listening coverage and recommend new data sources or methodologies to close them.
• Lead sentiment and text analytics across unstructured guest data — contact center transcripts, open-ended survey responses, and review text — to surface root causes of dissatisfaction.
• Deliver guest satisfaction readouts for all major product launches, menu tests, and operational pilots, partnering with the relevant test teams from design through post-launch.
• Build and maintain dashboards and automated reports in Tableau or equivalent platforms; work with data engineering on underlying data infrastructure as needed.
• Support the transition to a new guest care platform, ensuring data capture standards, tagging taxonomies, and escalation workflows are integrated with the broader guest analytics stack.
• Develop recurring reporting on contact center volume, issue drivers, and resolution quality to inform both operational and product priorities.
• Provide sentiment and text analysis across unstructured guest data to uncover root causes of dissatisfaction.
• Partner with marketing, digital, and operations teams to create narratives that influence product and service improvements.
• Present findings to cross-functional leaders and senior executives in clear, compelling formats — translating data into stories that inspire action, not just awareness.
• Serve as the internal expert on guest sentiment methodology and best practices, educating partners on how to interpret and act on guest data.

What You Bring:

• 4+ years in customer insights, VOC programs, or guest experience roles.
• Bachelor’s or Master’s degree in Business Analytics, Data Science, Statistics, Operations Research, or a related field.
• Proficiency in SQL and Snowflake for querying large operational datasets, building data pulls independently, and partnering with data engineering on pipeline and schema needs.
• Experience building and maintaining dashboards in Tableau or Power BI, including the ability to design executive-ready visualizations and self-serve reporting tools for cross-functional stakeholders.
• Experience with sentiment analysis tools and VOG platforms.
• Background in hospitality, retail, or QSR industries preferred.
• Strong data storytelling skills with demonstrated experience presenting insights to senior, non-technical audiences.

#Popeyes

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.