Customer Experience Manager - Dual Property

We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities.

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers.

• This role will support both Hollywood Casino at Kansas Speedway and Argosy Riverside
• Provide friendly, fast, and helpful customer service to all guests and team members.
• Communicate service vision clearly and influence at all levels within the organization.
• Lead management and/or team member training related to Service Culture.
• Partner with the Human Resources on an as needed basis to design/create, integrate and lead training that enhances supervisor and team member behavioral skill sets.
• Analyze quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey.  Convert data into useful and actionable information.

• Partner with operational departments to establish service standards and metrics.
• Work with the leadership teams to create service recovery programs.
• Use analytical skills to understand the correlation of service components that impact the customer experience.
• Use analytical skills and ability to influence key leaders during the development of service process standards, improvements, and measurements.
• Represent and communicate the customer’s views during intra-property meetings pertaining to service, event planning, and new product introductions.

• Design, develop and implement tools to facilitate service observations, direct service measurements, and informal customer interactions, in-order to evaluate effectiveness of key service delivery systems.
• Partner with functional areas to prepare for service delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on business volumes.
• Facilitate Customer Service meetings with property management teams & team members; motivating continuous improvement directed toward enhancing guest experiences. 
• Manages and communicates results of the property mystery shop program, electronic property guest service feedback system and all other forms of guest feedback.
• Prepares reports and/or special projects, which may include data collection, coordination, analysis, presentation, and distribution, etc.
• Reviews all property correspondence and/or guest communication, preparing and following through, in a timely manner.
• Communicates guest feedback on a regular basis to the Executive team and appropriate department leaders.
• Partner with Human Resources on creation and/or execution of team member recognition initiatives.
• Actively follow-up on each guest experience initiative and communicate status of all assigned projects on a regular basis.
• Must adhere to regulatory, department and company policies.
• Perform all job duties in a safe and responsible manner.
• Perform other job related and compatible duties as assigned.

• Bachelor’s degree from an accredited four-year college or university; or equivalent combination of education and experience
• Must be proficient in Word, Excel, Access, Outlook and PowerPoint
• Must be able to obtain a gaming license
• Ability to initiate, follow-up on and, complete special projects as assigned
• Must possess excellent interpersonal, verbal, written, and multi-media communication skills, in-order to present information and data to diverse property and corporate groups.
• Knowledge and application of positive customer experience concepts, principles and processes; ability to conduct guest needs assessment (critical to quality analysis, cost of failure analysis, root cause analysis), meet outstanding quality service standards, evaluate customer satisfaction, and deliver positive service recovery efforts.
• Knowledge of continuous performance improvement and Six Sigma.
• Ability to apply and translate performance metrics and statistical process control methods.
• Possess strong leadership and project management skills.
• Ability to work positively within constantly changing internal and external environments.

Use computers systems and projection technology to create, communicate and present information; review data, research alternatives, document information and data, prepare action plans, and implement process change to reach desired results.

LANGUAGE SKILLS

Ability to read and interpret documents In English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume and distance. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area,

Possess ability to operate an adding machine and have basic computer skills.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee could be exposed to an environment containing unrestricted second hand tobacco smoke.

We’ve grown to become the leading provider of integrated entertainment, sports content, and casino gaming experiences thanks to our 43 destinations across North America, online sports betting and iCasino via ESPN BET™ and theScore Bet Sportsbook and Casino®.

Being an industry leader means more than being a purveyor of fun. We are also committed to values like diversity and sustainability — for our community, our team members, our vendors, and our planet. 

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Equal Opportunity Employer