Customer experience manager Jobs in Milwaukee, WI

As a Manager of Team Member Experience at Cooper’s Hawk, you’ll play a vital role in shaping the journey of our Team Members—from their first day to every milestone along the way. As a standard bearer of the brand, you’ll lead initiatives that attract, connect, engage, and retain top talent, all while promoting our company values and supporting the growth of our business. With a focus on hiring, training, onboarding, recognition, engagement, talent development, and HR support, you’ll help create a workplace where Team Members feel valued, supported, and inspired.

What You Will Get

• 50 percent Dining and Carryout Discount; 40 percent Retail Wine Discount; 20 percent Discount on Retail and Private Events
• Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision and Telehealth plus Wellness Discount
• 401(k) with Company Match
• Health & Flexible Savings Accounts- Health and Dependent Care
• Long-Term Disability; Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Paid Time Off
• Access to Team Member Relief Program
• Wellness and Mental Health Support
• “Everyday Benefits” Program to include insurance coverage (pet, life, auto, home/property) and employee discounts on goods and services
• Team Member Rewards, Milestone Recognition and Referral Bonuses
• Career Development Opportunities

How You Will Succeed

Show Up Ready: Come prepared, stay sharp, and start strong.

• Develop quarterly staffing plans and partner with Talent Acquisition to ensure sourcing strategies are in place
• Maintain applicant tracking systems and ensure internal job postings are visible to current Team Members
• Ensure onboarding and offboarding processes are timely, organized, and positive
• Participate in orientations and ensure training materials and uniforms are available

Own What You See: Take responsibility, jump in, and do what needs to be done.

• Collaborate with trainers and managers to ensure training programs are executed and standards are met
• Drive the new-hire onboarding check-in process to ensure department managers conduct 2-week and 45 day check in. 90-day check-in is conducted by the GM/EKM
• Track and analyze time-in-position data and identify training and development opportunities
• Ensure compliance with HR systems, certifications, and break policies

Stay in Sync: Communicate often, move with your team, and keep service flowing.

• Attend Community and manager meetings to stay aligned with team needs
• Observe new Team Members on shift and provide feedback to support success
• Partner with department managers and HR to coordinate leaves of absence and return-to-work transitions
• Share engagement and retention insights with the GM and Area Director
• Partner with managers to identify internal talent for hourly leadership roles
• Follow policies, systems, and standards and ensure others are doing the same

Make It Personal: Be genuine, listen well, and tailor the experience.

• Conduct Stay Interviews and gather feedback to improve the Team Member experience
• Provide guidance on Paylocity functions and benefits utilization
• Ensure Team Members feel heard, supported, engaged and celebrated

Add a Touch: Go beyond the expected to create memorable moments.

• Promote a culture of fun and recognition through celebrations, events, and milestones
• Coordinate charity events and community involvement opportunities
• Lead the creation of monthly boards with tasting notes, Chef Recs, and Wine Club updates
• Celebrate Team Member achievements and life events
• Interact with Guests and Team Members in the restaurant to ensure uncompromising hospitality

What You Will Bring

• Must represent Cooper's Hawk Values
• Must be at least 21 years of age
• Must have experience as a New Restaurant Opening Trainer, Lead Restaurant Trainer, or in management at Cooper's Hawk Winery & Restaurants or have previous management experience with another restaurant concept
• Must have a passion for hospitality
• Has knowledge of operations in the tasting room, front of house, and kitchen to understand the Team Member experience in each part of the restaurant
• Is able to communicate clearly and effectively with strong interpersonal and leadership skills
• Has the ability to multi-task and work effectively in a fast-paced environment
• Maintains basic knowledge of first aid and handling emergencies
• Has the ability to work flexible shifts and schedules, inclusive of weekends and some holidays
• Has the ability to perform essential functions to company standards with reasonable accommodation
• Must be able to read, write and understand English
• Must be able to lift and carry up to 50 lbs.
• Must be able to stand for at least 10 hours per shift
• Must have the ability to work 50-60 hours per week
• Ability to work flexible shifts and schedules, inclusive of weekends and some holidays

Cooper’s Hawk reviews several factors when establishing compensation. Salaries and hourly wages appearing in a job posting may be published by third parties and may not reflect the salaries or hourly wages offered by Cooper’s Hawk.

Cooper’s Hawk is an equal opportunity employer.? All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

About Us

Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences. Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.