Turning Stone Enterprises · 17 hours ago
Customer Experience Program Manager
New York, United States
Full-time
Hybrid
Senior Level
7+ years expTurning Stone Enterprises is a dynamic organization with a diverse range of business operations, including the award-winning Turning Stone Resort Casino. They are seeking a Customer Experience Program Manager to lead the design and governance of their Reputation Management ecosystem, ensuring the integration and effectiveness of guest feedback channels to drive service quality and operational improvement.
EventsFood and BeverageHospitality
Responsibilities
Lead program strategy, governance and reporting: Develop, implement, and oversee the enterprise-wide Reputation Management program, from strategic planning through execution and reporting —ensuring alignment with organizational objectives and reporting with accountability across all divisions
Exercise independent judgment: Identify trends, determine enterprise priorities, and recommend cross-functional initiatives based on guest insights, demonstrating discretion on matters of organizational significance
Serve as enterprise administrator and subject matter expert for Sprinklr, Medallia, and the Secret Shopper platforms, ensuring data integrity, integration, reporting and alignment with business processes
Define and monitor key performance indicators to measure program success, ensure accountability, and drive continuous improvement across all guest feedback channels
Synthesize and present insights: Consolidate findings into useful, actionable executive dashboards, reports, and presentations that directly influence strategy and operational decision-making
Consult with senior leaders: Advise executives and department heads on policies and operational improvements based on guest intelligence and reputation data
Establish and enforce governance standards that ensure consistency, accountability, and best practices across departments and properties
Benchmark and innovate: Continuously evaluate program effectiveness against industry standards and emerging technologies, driving innovation in guest engagement
Champion a guest-first service culture: Serve as an internal advocate for turning guest feedback into enterprise learning and action
Monitor and follow up on corrective actions: Track and validate the implementation of recommendations and service recovery efforts, ensuring that insights lead to measurable improvements in guest experience and operational performance
Qualification
Required
Hands-on expertise with Sprinklr Care and Medallia
7+ years in guest experience, reputation management, or customer insights, including proven program ownership
Bachelor's degree in business, marketing, hospitality, or related field
Preferred
Advanced degree (MBA or equivalent) strongly preferred
Experience designing or managing Secret Shopper programs
Leadership: Influences senior leaders and drives alignment across functions
Analytical Excellence: Skilled in synthesizing large datasets into strategic insights
Process Improvement: Six Sigma or equivalent certification preferred
Technical Acumen: Experience with Power BI; familiarity with SQL, natural language processing, or regular expressions
Industry Experience: Background in gaming, hospitality, or resort industries a plus
Benefits
Paid weekly
Variety of schedules
Paid time off
Tuition assistance
Career-building professional development
Discounts from dining to fuel to concerts
Team Member appreciation events
Quality healthcare and dental benefits
A robust 401k retirement plan
Dealer School
Finance Scholarship Program
Company
Turning Stone Enterprises
Turning Stone Enterprises manages a portfolio of hospitality, gaming, retail, and recreation brands in Central New York.
5001-10000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase