Operations Services Coordinator

Description

WHO WE ARE

We are a restaurant group that thrives on creating authentic and inspiring experiences for the communities we serve. Through the contributions of countless incredible people, past and present, we're headed to the moon with a simple mission - to make people feel good. While no one on the team is quite like the other, it's our common values that keep us united.

• Be Authentic and Humble
• Act with Integrity
• Bring Good Energy
• Achieve as a Team
• Get Extraordinary Results
• Inspire with Hospitality

ABOUT THE OPERATIONS SERVICES COORDINATOR

This role is responsible for monitoring and responding to guest messages, reviews, and concerns received through digital channels, ensuring prompt, empathetic, and brand-aligned communication. Partnering closely with store leaders and the Lab team, you will help resolve guest issues meaningfully and gather actionable feedback to enhance service and operations.
In addition, you will manage our shopper program, coordinating with external vendors, analyzing results, and identifying opportunities to elevate the guest experience. Internally, you will create and distribute weekly

TO BE SUCCESSFUL YOU MUST

• Monitor and respond to guest messages, reviews, and concerns received through digital channels (e.g., email, website, Google
• Provide prompt, empathetic, and thoughtful responses that align with our brand voice
• Work closely with store leaders and the Lab team to resolve guest concerns efficiently and meaningfully
• Collect guest feedback data to share insights that can enhance service and operations.
• Manage our shopper program, including coordinating with the vendor, analyzing results, and identifying opportunities to elevate the guest experience.
• Create and distribute the company’s weekly internal newsletters for both store leaders and hourly team members featuring key updates, team spotlights, performance highlights, upcoming initiatives, and more.
• Collaborate with Operations, P&C, and Marketing to gather relevant content and ensure messaging is clear, engaging, and consistent.
• Lead internal communication campaigns, announcements, and employee engagement initiatives across all locations.
• Manage the internal communication and events calendar to ensure timely updates and seamless coordination of initiatives.

WHY YOU'LL LOVE UPWARD PROJECTS

• Excellent benefit and compensation package
• Paid time off and earned paid sick time
• Fitness discount programs
• 401K with company match
• A people focused culture united by our shared values
• Unlimited growth opportunities, with several new restaurant openings
• Having a voice. We provide empowerment and influence to all our team members
• Opportunity to build deep, meaningful, and lasting relationships with colleagues
• Recognition and rewards for your hard work and tenure
• Generous meal benefit program

Requirements

• 1–3 years of experience in hospitality, guest services, communications, or related roles.
• Strong written and verbal communication skills with a flair for storytelling.
• Guest-first mindset with an approachable, warm, and solution-oriented tone.
• Ability to thrive in a fast-paced, team-oriented environment.
• Proficiency with communication & learning platforms such as Google Workspace, Canva, WiseTail, or similar platforms.
• Familiarity with review management tools & technology is a plus.