Reece Group

Role Description The Digital Channels Manager is responsible for executing guest-facing CRM, lifecycle marketing, loyalty communications, and digital activation programs that drive guest acquisition, engagement, retention, and repeat visits. Reporting to the Senior Manager, Performance Marketing & Customer Engagement, this role translates customer engagement strategies into high-quality, measurable campaigns across email, SMS, loyalty, website, app, and digital marketing channels. This role manages the day-to-day execution of lifecycle campaigns, customer journeys, loyalty communications, and promotional activations while ensuring campaign quality, operational readiness, and cross-functional coordination. Working closely with Analytics, Marketing Technology, Brand, Digital Product, Operations, and agency partners, the Manager helps optimize customer experiences and marketing performance through disciplined execution, campaign testing, and continuous improvement. Qualifications - 4+ years of experience in CRM, lifecycle marketing, loyalty, digital marketing, marketing automation, customer engagement, or related field. - Experience executing email, SMS, lifecycle, loyalty, website, app, or digital marketing campaigns. - Working knowledge of segmentation, personalization, triggered campaigns, lifecycle marketing, QA, and testing. - Experience coordinating cross-functional marketing initiatives. - Strong project management, organization, communication, and analytical skills. - Understanding of customer journey orchestration, loyalty marketing, and digital marketing fundamentals. - Comfort using AI-assisted marketing tools and automation. Requirements - Execute email, SMS, triggered journeys, nurture campaigns, and personalized lifecycle communications. - Build, configure, and maintain customer journeys supporting acquisition, onboarding, first order, second visit, loyalty engagement, milestones, lapse prevention, winback, and repeat ordering. - Manage audience setup, segmentation execution, suppression rules, campaign scheduling, and deployment in partnership with Analytics, Media, and Marketing Technology. - Leverage Olo consent signals and customer behaviors to execute automated nurture campaigns that increase repeat visits and loyalty enrollment. - Conduct comprehensive campaign QA, validating audience logic, personalization, links, offer details, legal language, SMS compliance, tracking parameters, and launch readiness. - Monitor campaign performance and recommend executional improvements. - Execute loyalty communications, reward messaging, milestone campaigns, and promotional offers within Punch and related platforms. - Coordinate campaign execution with Marketing Technology, Loyalty, Analytics, Finance, and Operations. - Validate offer setup, eligibility rules, and guest communications to ensure a consistent guest experience. - Support post-campaign analysis by compiling results and partnering with Analytics to evaluate business impact. - Support website and app marketing initiatives through campaign landing pages, promotional placements, and digital merchandising. - Identify customer friction points and recommend optimization opportunities in partnership with Digital Product. - Manage audience acquisition and nurture programs across Meta, TikTok, and other digital channels. - Assist with geolocation and trade-area marketing campaigns, ensuring audience accuracy and operational readiness. - Coordinate campaign assets, timelines, and cross-functional communication. Benefits - Compensation Range: $97,400.00 - $134,000.00 Company Description Red Robin is an Equal Opportunity & E-Verify Employer.

Role Description The Manager, Guest Growth & Decisioning is responsible for developing the strategies, audiences, loyalty levers, and personalization capabilities that drive guest frequency, retention, engagement, and lifetime value. This position owns loyalty engagement strategy, audience strategy, segmentation, personalization, lifecycle strategy, and customer engagement governance. The role partners closely with Business Intelligence, Brand, Digital, Paid Media, Operations, and agency partners to ensure guest intelligence is consistently converted into actions that create measurable business impact. Success in this role requires a unique blend of loyalty, CRM, lifecycle marketing, customer engagement, analytics, and strategic thinking. Key Responsibilities - Loyalty, Retention & Guest Growth - Lead loyalty engagement, retention, reactivation, and member growth strategies - Develop strategies that increase guest frequency, engagement, and lifetime value - Identify opportunities to strengthen loyalty member acquisition, onboarding, activation, and retention - Recommend enhancements to loyalty benefits, rewards, offers, and engagement initiatives - Partner across teams to ensure loyalty strategies align with broader business objectives and growth priorities - Audience Strategy & Personalization - Own audience strategy, segmentation frameworks, and targeting approaches - Develop personalization strategies across digital, loyalty, and customer engagement touchpoints - Define audience eligibility, prioritization, and engagement approaches - Recommend guest-centric offer and engagement strategies based on behavior, value, and business objectives - Ensure a consistent decisioning approach across customer touchpoints and channels - Customer Engagement Strategy & Governance - Own customer engagement strategy across email, SMS, push, loyalty, and other guest touchpoints - Establish audience governance, contact strategy, exclusion rules, prioritization frameworks, and lifecycle standards - Develop customer journey strategies and lifecycle engagement recommendations - Serve as the business owner and subject matter expert for customer engagement platforms and lifecycle marketing capabilities - Partner with activation teams and agency partners to ensure strategies are executed effectively and consistently - Decisioning & Growth Strategy - Translate guest intelligence into actionable business recommendations - Identify, prioritize, and communicate guest growth opportunities - Lead testing, experimentation, and optimization initiatives focused on guest behavior and engagement - Partner with Business Intelligence to prioritize analytical workstreams and evaluate results - Develop recommendations that influence loyalty, personalization, retention, and customer engagement strategies - Cross Functional Leadership - Partner with Business Intelligence, Brand, Digital, Paid Media, Operations, and agency partners to align priorities and growth strategies - Influence cross-channel activation through audience, personalization, loyalty, and engagement recommendations - Present insights, opportunities, and recommendations to leadership and cross-functional stakeholders - Champion guest-centric decision making across the organization - Help build the processes, capabilities, and operating model that support a more decisioning-led organization Qualifications - 7+ years of progressive experience in loyalty, CRM, lifecycle marketing, customer engagement, personalization, customer growth strategy, or related consumer marketing disciplines - Strong strategic thinking skills with the ability to translate guest intelligence into business actions and growth opportunities - Demonstrated experience developing loyalty, retention, lifecycle, personalization, and customer engagement strategies that drive measurable business results - Experience developing audience strategies, segmentation frameworks, lifecycle programs, and retention initiatives - Strong analytical capabilities with the ability to interpret data, identify opportunities, and develop actionable recommendations - Experience leveraging customer data, loyalty data, behavioral insights, analytics, and testing to influence business decisions and drive growth outcomes - Understanding of customer engagement platforms, marketing automation, loyalty platforms, and customer journey orchestration - Knowledge of audience governance, contact strategy, segmentation, personalization, and lifecycle marketing best practices - Experience designing, evaluating, and scaling testing and optimization initiatives - Ability to influence cross-functional teams and build alignment across multiple stakeholders without direct authority - Strong communication, presentation, storytelling, and executive influence skills - Comfortable working with Business Intelligence, analytics teams, agency partners, and cross-functional stakeholders to solve complex business problems - Demonstrated ability to prioritize competing opportunities and drive results in a fast-paced environment - Strong project management and organizational skills with a high level of accountability - Experience managing agency, technology, and vendor relationships - Proficiency with Microsoft Office Suite, including Excel and PowerPoint Preferred Qualifications - Experience with customer engagement, CRM, loyalty, or marketing technology platforms such as Salesforce Marketing Cloud, Braze, SessionM, Iterable, or similar platforms - Experience with customer analytics, audience segmentation, lifecycle marketing, personalization, and testing methodologies - Experience translating customer insights into audience, offer, personalization, and engagement strategies - Restaurant, hospitality, retail, eCommerce, consumer loyalty, or customer engagement experience strongly preferred - Bachelor's degree in Marketing, Business, Analytics, Hospitality, or related field required, or equivalent combination of education and experience Compensation Range $97,400.00 - $134,000.00

Role Description The Manager, Paid Media is responsible for maximizing the impact of Red Robin's marketing investments by identifying, prioritizing, and activating traffic growth opportunities across channels, markets, trade areas, and guest segments. This role serves as the strategic owner of paid media investment and optimization, partnering closely with various teams to translate market intelligence, guest behavior, trade area opportunities, and performance insights into growth strategies that drive traffic and profitable sales. Success in this role requires moving beyond traditional media management and platform metrics to evaluate business performance through the lens of: - Traffic - Incrementality - Guest behavior - Trade area opportunities - Channel effectiveness - Return on investment The ideal candidate combines media expertise with strong business acumen and can leverage tools such as Placer AI, Spatial AI, guest intelligence, analytics, and attribution data to influence marketing investments. This role works collaboratively with agency partners and cross-functional teams to optimize channel investments, identify growth opportunities, and ensure media strategies align with company growth priorities and First Choice objectives. Key Responsibilities - Traffic Growth Strategy - Identify traffic growth opportunities across markets, trade areas, occasions, and guest segments - Leverage Placer AI, Spatial AI, guest intelligence, and business performance data to identify and prioritize growth opportunities - Translate market intelligence, guest behavior, and business performance data into actionable growth strategies - Partner with Business Intelligence and Guest Growth & Decisioning teams to prioritize growth opportunities - Develop recommendations that support traffic, sales, and profitable growth objectives - Monitor competitive activity, market dynamics, and guest behavior trends to identify emerging opportunities - Partner with Brand, Creative, and agency teams to ensure audience, channel, and asset performance insights inform future creative development and messaging strategies - Media Investment & Optimization - Own paid media investment strategy and budget allocation recommendations - Optimize channel mix across paid media channels to maximize business impact - Develop multi-channel investment strategies that align audience, market, and business opportunities - Evaluate channel performance through the lens of traffic, conversion, incrementality, and return on investment - Recommend budget shifts based on performance, market opportunities, and emerging trends - Continuously test and optimize investment strategies to improve effectiveness - Partner with agency teams to improve targeting, audience strategies, and investment efficiency - Agency Partnership & Performance Management - Lead media agency strategy, planning, and performance management - Partner with agency teams to align media performance with business outcomes and growth objectives - Evaluate and strengthen recommendations using guest intelligence, market insights, trade area data, and business performance metrics - Ensure agency plans align with company growth priorities and business objectives - Collaborate with agencies to identify new opportunities, technologies, and optimization approaches - Measurement & Decisioning - Leverage Placer AI, Spatial AI, guest intelligence, attribution, and performance data to inform decisions - Utilize trade area segmentation, audience intelligence, and behavioral insights to improve investment decisions - Move beyond traditional media metrics to evaluate business impact and opportunity creation - Partner with analytics teams to measure incrementality and effectiveness - Develop insights and recommendations that improve investment decisions and channel performance - Evaluate creative, audience, and channel performance to identify opportunities for improved engagement and business outcomes - Translate asset performance insights into recommendations that improve future creative development, messaging, and media effectiveness - Connect media performance to traffic, sales, guest acquisition, and business outcomes - Cross Functional Leadership - Partner with Guest Growth & Decisioning to align audience and investment strategies - Collaborate with Brand, Digital, Operations, Business Intelligence, franchisees, and agency partners to drive growth initiatives - Build strong partnerships with franchisees and field stakeholders to align media investments with local market opportunities - Influence cross-functional decisions through data-driven recommendations and business cases - Champion a culture of testing, learning, collaboration, and continuous optimization - Help evolve Red Robin's approach from channel management to demand and traffic optimization - Ensure learnings from asset, audience, and channel performance are incorporated into future campaign planning and creative strategy Qualifications - 5+ years of experience in paid media, performance marketing, demand generation, or related disciplines required - Experience working both agency-side and client-side preferred - Strong understanding of paid media strategy across search, social, video, display, CTV, programmatic, and emerging channels - Demonstrated experience translating business objectives into channel investment strategies - Strong analytical skills with the ability to interpret complex performance data and develop actionable recommendations - Experience leveraging customer insights, market intelligence, attribution, and analytics to influence investment decisions - Experience utilizing trade area intelligence, audience segmentation, Placer AI, Spatial AI, or similar market intelligence tools preferred - Experience managing media agencies and driving alignment around business outcomes - Knowledge of incrementality, attribution, measurement, and media effectiveness methodologies - Ability to balance strategic thinking with strong operational execution - Strong communication, presentation, storytelling, and executive influence skills - Demonstrated ability to build partnerships, influence stakeholders, and drive alignment across cross-functional teams and franchise organizations - Experience working with large budgets and optimizing investment across channels - Strong project management and organizational skills - Proficiency with Microsoft Office Suite, including Excel and PowerPoint Preferred Qualifications - Experience connecting media strategy to customer behavior, guest acquisition, trade area opportunities, and business growth outcomes - Restaurant, hospitality, retail, eCommerce, or consumer marketing experience strongly preferred - Experience working in partnership with analytics, business intelligence, customer insights, and franchise organizations - Bachelor's degree in Marketing, Business, Analytics, Economics, or related field required, or equivalent combination of education and experience Compensation Range $97,400.00 - $134,000.00 Red Robin is an Equal Opportunity & E-Verify Employer

Role Description - Manage guest incident claims from intake through resolution, escalation, or litigation referral, ensuring timely investigation, documentation, evaluation, and follow-up. - Conduct claim review, investigation, and risk assessment to identify exposure, escalation triggers, documentation gaps, and appropriate next steps. - Collect, review, and analyze claim-related documentation, including incident reports, photographs, witness statements, receipts, communications, and other supporting materials. - Evaluate guest incident claims for completeness, liability indicators, potential litigation concerns, policy application, and allocation applicability. - Exercise sound judgment in determining when claims require escalation, additional investigation, management review, or litigation referral. - Serve as a primary operational liaison between Legal, Risk, Operations, Guest Relations, third-party administrators, insurance partners, and outside counsel. - Coordinate with third-party administrators on claim status, documentation needs, investigation follow-up, escalation, reserve or exposure concerns, and resolution strategy. - Review TPA claim updates, assessments, and recommendations, and identify issues requiring additional action, escalation, or Sr. Manager review. - Attend claim reviews with third-party administrators and support follow-up on action items, trends, and open issues. - Monitor claim activity and proactively identify inconsistencies, missing information, recurring issues, or operational gaps that may impact claim handling. - Review allocation disputes and provide recommendations based on Company policy, available documentation, supporting evidence, and established guidelines. - Support oversight of claim handling expectations, escalation protocols, reporting requirements, and TPA performance. - Maintain and update guest incident handling procedures, allocation guidelines, chargeback processes, claims administration materials, and related policies in partnership with the Sr. Manager. - Identify trends in guest incidents, claim activity, recurring issues, or policy gaps and recommend operational or process improvements to reduce exposure and support risk mitigation. - Assist in developing and implementing best practices related to claims handling, investigation standards, documentation requirements, escalation protocols, allocation management, and claim file maintenance. - Support training, guidance, and communication efforts related to guest incident documentation, claim handling procedures, and claims administration processes. - Other tasks as assigned by manager. - Provide litigation support for escalated guest incident claims and related matters, including document preservation, file organization, case tracking, and coordination with internal partners and outside counsel. - Ensure claim and litigation files are complete, accurate, organized, and maintained in claim and matter management systems. - Coordinate with outside counsel and internal stakeholders regarding document collection, case updates, deadlines, and litigation support needs. - Monitor litigation deadlines, milestones, follow-up items, and matter activity to support case management and litigation strategy. - Maintain accurate matter management system updates, litigation records, claim notes, reporting fields, and supporting documentation. - Process and review outside counsel and vendor invoices for accuracy, completeness, compliance, and appropriate coding. - Support litigation reporting, claims metrics, audits, trend analysis, and other operational reporting for the Legal team. - Identify and recommend efficiencies in claims administration, litigation workflows, documentation practices, reporting processes, and matter management procedures. - Provide guidance and informal mentoring to less experienced team members as appropriate. Qualifications - 6+ years of experience in claims management, risk management, investigations, litigation support, insurance administration, legal operations, or a related environment. - Strong understanding of claims handling practices, liability evaluation, risk assessment principles, litigation readiness, and claim documentation standards. - Demonstrated ability to independently manage claims, competing priorities, sensitive matters, and complex workstreams with limited supervision. - Experience working with third-party administrators, outside counsel, insurance partners, claims management systems, matter management systems, and cross-functional business stakeholders. - Ability to interpret and apply policies, procedures, allocation guidelines, escalation protocols, and supporting documentation. - Strong investigative, analytical, organizational, and problem-solving skills. - Sound judgment and decision-making skills, particularly in sensitive, high-risk, or time-sensitive situations. - Strong written and verbal communication skills, with the ability to communicate clearly and professionally with internal and external stakeholders. - Ability to handle confidential and sensitive information with discretion and professionalism. - Proficiency in Microsoft Office applications, including Outlook, Word, and Excel; experience with claims or matter management systems preferred. Requirements - Compensation Range: $67,000.00 - $92,125.00 Company Description - Red Robin is an Equal Opportunity & E-Verify Employer.

Role Description The Corporate IT Support Specialist delivers high-quality technical support and operational excellence for Restaurant Support Center (RSC) Team Members, Executive Leadership, remote employees, and field-based users. This role is responsible for providing responsive end-user support, maintaining technology standards, managing IT assets, and ensuring a reliable and professional support experience across the organization. This position is ideal for a highly motivated, self-directed individual who takes ownership of problems, thrives in a fast-paced environment, and continuously develops new technical and operational skills. The successful candidate demonstrates professionalism, sound judgment, strong follow-through, and the ability to independently manage day-to-day support responsibilities with minimal supervision. The ideal candidate is resourceful, dependable, and motivated to continuously improve both technical knowledge and support processes. Essential Functions of the Job - Provide technical support to RSC Team Members, remote users, and field personnel across Windows PCs, Macs, mobile devices, Teams Rooms, printers/copiers, and related technologies. - Independently diagnose, troubleshoot, and resolve technical issues while maintaining a high level of professionalism and customer service. - Take ownership of issues through completion and proactively identify recurring problems or opportunities for operational improvement. (60%) - Configure, image, deploy, and reimage laptops and Macs to support onboarding, refreshes, and asset lifecycle management. - Maintain IT equipment inventory and storage organization. - Coordinate ordering, shipping, receiving, and tracking of IT assets. - Follow up with locations and users to ensure timely return of equipment and assist with asset recovery processes. - Ensure compliance with asset lifecycle and inventory management standards. (15%) - Support additional IT initiatives, operational projects, after-hours support activities, and other related duties as assigned. (10%) Qualifications - High school diploma or GED required - 2+ years of experience in an IT support, desktop support, or corporate technology support role preferred - Experience supporting Windows and macOS environments preferred - ITIL Foundations certification preferred - Experience with Microsoft Intune preferred - Experience with endpoint/system configuration management preferred - Experience with IT asset management processes preferred - Experience with ServiceNow or similar ITSM platforms preferred - Experience supporting Executive/VIP users preferred - Basic networking and Wi-Fi troubleshooting experience preferred - Familiarity with endpoint security tools and cybersecurity best practices preferred - Experience supporting AV and conference room technologies preferred Requirements - Strong technical knowledge of laptops, desktops, Macs, tablets, mobile devices, and peripheral hardware - Excellent customer service and end-user support skills - Strong troubleshooting and problem-solving capabilities - Ability to prioritize workload and manage multiple support requests effectively - Strong organizational skills and attention to detail - Professional presence and communication skills appropriate for supporting Executive Leadership and corporate users - Ability to work collaboratively within a team environment - Strong analytical thinking and decision-making skills - Demonstrated ability to quickly learn new technologies, processes, and support models with limited direction - Strong planning, coordination, and follow-up capabilities - Customer-first mindset with a strong focus on user experience - High level of accountability, ownership, and professionalism - Adaptability and ability to perform effectively in a fast-paced environment - Commitment to continuous improvement and operational excellence Systems Experience - Windows PC Support - macOS Support - Active Directory - Microsoft Azure / Entra ID - ServiceNow - Microsoft Teams - Microsoft Exchange / Outlook - Microsoft Office Suite - BeyondTrust - Microsoft Intune - Wi-Fi and basic networking technologies - Endpoint security and device management platforms Other - Ability to lift and transport IT equipment up to 40 lbs. - Ability to work onsite at the Restaurant Support Center as required - Occasional after-hours, project-based, or emergency support may be required - Ability to travel occasionally for support or project initiatives if needed Compensation Range $59,300.00 - $77,150.00 Red Robin is an Equal Opportunity & E-Verify Employer

Role Description The Senior Program Manager, Enterprise AI Enablement is responsible for leading complex, high-impact technology and artificial intelligence initiatives from strategy through execution, adoption, and value realization. This role will serve as a key bridge between Technology, Operations, Digital, Legal, Security, Data, HR, Training, and business leadership to activate responsible and practical AI across Red Robin. This position owns the planning, coordination, governance, change management, and execution discipline required to scale enterprise AI tools, including ChatGPT and other approved AI capabilities, in a way that improves productivity, decision-making, team member experience, restaurant operations, operating model, and business outcomes. The role maintains end-to-end accountability for assigned programs, including: - Scope - Roadmap - Stakeholder alignment - Communication - Training - Adoption - Risks - Budget - Dependencies - Executive reporting This role may manage other technical programs not related to AI, at times. Qualifications - Bachelor’s degree in Business, Information Systems, Technology, Data, Operations, Communications, or a related field strongly preferred; equivalent combination of education, training, and work experience may be considered. - 5+ years of relevant experience in program management, technology delivery, digital transformation, enterprise enablement, change management, or business transformation. - Experience leading large, complex enterprise initiatives with multiple workstreams, cross-functional teams, executive stakeholders, and measurable business outcomes. - Experience deploying, enabling, or driving adoption of enterprise tools such as ChatGPT Enterprise, Microsoft Copilot, Google Gemini, Claude, ServiceNow AI, workflow automation platforms, or other productivity-enhancing technologies preferred. - Experience in restaurant, hospitality, retail, consulting, operations, or corporate technology environments strongly desired. - Proficiency with project and program management methodologies, tools, and practices, including roadmap planning, milestone tracking, risk management, dependency management, executive reporting, and change management. - PMP, Agile, Scrum, Prosci, AI governance, AI program management, or related certifications preferred. - Strong experience identifying, documenting, prioritizing, and translating business requirements into actionable program plans. - Demonstrated ability to drive adoption of new processes, tools, products, and ways of working across a complex organization. - Excellent executive communication, facilitation, storytelling, and presentation skills. Requirements - Lead the enterprise AI enablement roadmap, including intake, prioritization, planning, execution, adoption, and measurement of AI initiatives across corporate and restaurant-support functions. - Partner with Technology, Digital, Operations, HR, Training, Legal, Security, Data, and business leaders to identify high-value AI use cases that improve productivity, decision quality, knowledge sharing, automation, team member experience, and operational effectiveness. - Drive the deployment, activation, and ongoing adoption of approved AI tools, including ChatGPT Enterprise or similar platforms, ensuring business teams understand how to use them safely, effectively, and responsibly. - Establish and manage AI program charters, timelines, milestones, dependencies, success measures, risks, communications, and executive updates. - Build repeatable program mechanisms for AI use case intake, evaluation, approval, launch, training, adoption tracking, and value realization. - Partner with executive sponsors and business owners to define AI program goals, KPIs, business outcomes, adoption targets, and measurable return on investment. - Translate AI concepts, capabilities, risks, and opportunities into clear, practical language for non-technical stakeholders. - Maintain visibility into AI initiatives that are proposed, approved, in flight, deferred, or retired. - Support the development of an enterprise AI operating model, including governance forums, decision frameworks, escalation paths, standards, and communication cadence. - Maintain end-to-end ownership of multiple complex strategic initiatives and programs simultaneously, organizing and prioritizing work to support Red Robin’s Technology, Digital, Restaurant, and enterprise AI priorities. - Scope and plan strategic programs in close collaboration with executive sponsors, business stakeholders, technical teams, vendors, and delivery partners. - Resolve complex scope, budget, timeline, resourcing, and dependency conflicts, influencing executive-level sponsors as appropriate. - Support business leaders during strategic planning by gathering information required for business case development, project and resource planning, vendor evaluation, requests for proposal, and implementation planning. - Identify and proactively manage program risks, issues, dependencies, and decisions across assigned programs. - Drive accountability across cross-functional teams by clearly defining ownership, milestones, deliverables, and decision rights. - Ensure programs are aligned to business strategy, enterprise priorities, security standards, data governance expectations, and operational readiness. - Design and execute AI adoption strategies that help team members understand, trust, and effectively use approved AI tools in their daily work. - Develop and coordinate AI training, office hours, enablement sessions, prompt guidance, playbooks, templates, FAQs, and practical use-case examples. - Partner with HR, Training, Communications, Legal, Security, and Technology teams to create clear guidance for responsible AI usage. - Support the creation and maintenance of AI literacy programs for different audiences, including executives, corporate team members, field leaders, restaurant support teams, and technical teams. - Drive stakeholder engagement and change readiness by addressing concerns, resistance, process impacts, and adoption barriers. - Track adoption metrics, usage trends, feedback, success stories, productivity gains, and areas requiring additional coaching or support. - Promote a culture of responsible experimentation, continuous learning, innovation, and practical business value. - Help teams move from curiosity to competency by identifying repeatable AI use cases that improve real work, not just theoretical understanding. Benefits - Compensation Range: $117,900.00 - $162,150.00 - Red Robin is an Equal Opportunity & E-Verify Employer

Catering & Guest Relations CSR II At Red Robin, our Guest Relations and Catering teams embody the spirit of hospitality, connection, and accountability. The Catering & Guest Relations CSR II plays a critical role in ensuring every guest interaction—whether related to catering services or guest feedback—is handled with professionalism, empathy, and operational excellence. This role serves as a senior-level contributor within the Guest Relations and Catering Operations teams, combining advanced case handling expertise with strong organizational skills and independent decision-making. The CSR II is a role model within the department, demonstrating accuracy, calmness under pressure, and a guest-first mindset in every interaction. Through effective problem-solving, attention to detail, and proactive communication, the CSR II ensures seamless service execution across both catering and guest relations functions, directly supporting Red Robin’s mission of delivering exceptional and memorable guest experiences. Key Responsibilities Operational & Case Support - Support Guest Relations and Catering operations through advanced case management, order research, and issue resolution. - Handle escalated guest and catering concerns requiring additional expertise or follow-up. - Consistently meet or exceed service KPIs including resolution time, CSAT, and order accuracy. - Manage inquiries received via phone, email, letters, ServiceNow, and social platforms within established timelines (urgent cases within 24 hours; all others within 48 hours). - Process updates, corrections, and fulfillments in systems including Salesforce, Monkey Media, ezCater, OLO, Aloha Enterprise, CashStar, and PBC. - Apply sound judgment to implement immediate solutions aligned with Red Robin’s hospitality standards. Catering Order Management - Manage catering orders end-to-end, including confirmation, payment resolution, and delivery coordination. - Communicate effectively with guests, restaurant teams, and third-party delivery partners to ensure seamless execution. - Monitor fulfillment quality, identify trends, and escalate recurring issues to leadership. - Execute catering-related tasks such as gift card resends, cancellations, guest recoveries, and IVR updates for restaurant hours and closures. Guest Relations Case Handling - Research, document, and resolve guest cases from multiple channels including web, phone, BBB, letters, and email. - Maintain accurate documentation and organized tracking to ensure timely resolution and follow-up. - Identify inefficiencies and contribute to improvements in templates, workflows, and response processes. - Partner with internal teams to ensure documentation and call recordings are maintained in compliance with policy. Monitoring & Performance - Review dashboards and reports to ensure Guest Relations and Catering performance metrics are achieved. - Provide insights on trends, root causes, and opportunities for operational improvement. - Ensure escalations and social media cases are resolved within defined service timelines. Project & Process Improvement - Support cross-functional initiatives including updates to templates, IVR messaging, and communication tools. - Assist with projects focused on enhancing guest experience and catering efficiency. - Ensure data accuracy across systems and support promotional or operational rollouts. Team Development & Support - Serve as a subject matter expert and mentor to Specialists, providing coaching, shadowing, and feedback. - Participate in team meetings, training sessions, and collaborative initiatives. - Model Red Robin’s values of respect, integrity, accountability, and guest-first service. Skills & Qualifications - Minimum of 2 years of experience in customer service, call center, or catering operations; hospitality or restaurant experience preferred. - Strong written and verbal communication skills. - Ability to manage multiple priorities in a fast-paced environment. - Proficiency with Microsoft Office (Word, Excel, PowerPoint). - Working knowledge of Salesforce, OLO, Monkey Media, Aloha, and CashStar. - Strong problem-solving, decision-making, and multitasking capabilities. - Professional demeanor with exceptional attention to detail and confidentiality. - Ability to remain calm and solution-focused under pressure. - Commitment to Red Robin’s mission and guest-centric values. - Bilingual skills are a plus. Decision-Making Authority - Authorized to make independent decisions to resolve guest and catering concerns effectively. - Empowered to issue electronic gift cards up to $100 in alignment with service recovery guidelines. - Expected to balance guest satisfaction with brand integrity and operational standards. Mission Alignment This role supports Red Robin’s mission by ensuring every guest interaction reflects our commitment to hospitality, trust, and exceptional service. Compensation Range: $18.70 - $25.83 Red Robin is an Equal Opportunity & E-Verify Employer

Guest Relations & Catering Operations SupervisorAt Red Robin, our Guest Relations and Catering teams embody the spirit of hospitality, connection, and accountability. This role ensures that every guest interaction—whether through catering services or guest relations channels—results in a positive, memorable experience that strengthens brand loyalty. The Guest Relations & Catering Operations Supervisor leads two critical experience pillars: Guest Relations and Catering Operations. This role is responsible for delivering consistent, high-quality service across all guest touchpoints while driving operational excellence, team development, and continuous improvement. Every call, email, case, or catering event is an opportunity to create joy. This position ensures the voice of the guest is heard, issues are resolved with empathy and efficiency, and operational standards reflect Red Robin’s fun-loving and guest-first culture. Key Responsibilities 1. Team Leadership & Performance - Oversee daily operations of the Guest Relations and Catering teams, including internal and outsourced resources, ensuring service quality, accuracy, and timeliness. - Manage staffing, schedules, and workloads to meet established KPIs and SLAs. - Coach, mentor, and evaluate team members to drive performance, engagement, and professional growth. - Identify skill gaps and lead training initiatives for onboarding, system enhancements, and process updates. - Foster a culture of accountability, collaboration, and alignment with Red Robin values. 2. Guest Experience Management - Ensure all guest inquiries, feedback, and escalations are resolved promptly and professionally. - Maintain a consistent brand voice across phone, email, web, written correspondence, and social platforms. - Personally manage complex or escalated guest cases to resolution. - Monitor and analyze guest experience metrics (CSAT, resolution time, contacts per hour) and implement improvements. - Oversee quality audits and compliance standards. 3. Catering Operations Oversight - Supervise daily catering operations to ensure flawless execution and on-time delivery. - Partner with restaurant operations, vendors, and cross-functional teams to ensure alignment. - Maintain accuracy in catering systems including Monkey Media, OLO, and Salesforce. - Resolve escalated catering concerns and proactively mitigate service risks. - Analyze catering feedback trends to support growth and optimization initiatives. 4. Process, Systems, & Quality Management - Lead continuous improvement initiatives across Guest Relations and Catering. - Develop and maintain templates, workflows, and SOPs to improve efficiency and accuracy. - Analyze dashboards and KPIs to drive data-informed decisions. - Collaborate with Marketing, IT, Finance, and Operations to ensure consistent guest messaging and system alignment. 5. Decision-Making & Empowerment - Authorized to issue guest recoveries up to $100 in alignment with service recovery guidelines. - Make real-time decisions regarding staffing, prioritization, and escalations. - Balance guest satisfaction with operational integrity and business objectives. Skills & Qualifications - Minimum of 5 years of experience in guest service, catering, or hospitality operations. - At least 2 years of people leadership experience. - Strong written and verbal communication skills. - Proven ability to analyze metrics and drive performance improvements. - Proficiency with Salesforce, Monkey Media, OLO, and Google Workspace. - High emotional intelligence and ability to remain calm under pressure. - Alignment with Red Robin’s values of hospitality, trust, and care. - Bilingual skills are a plus. Mission Alignment This role directly supports Red Robin’s mission by ensuring every guest interaction reflects our commitment to hospitality, accountability, and memorable experiences. Compensation Range: $59,300.00 - $77,150.00 Red Robin is an Equal Opportunity & E-Verify Employer

Senior Corporate AccountantPosition Summary: The Senior Corporate Accountant is responsible for the execution of corporate accounting functions in support of month- and quarter-end close, including the preparation and/or review of journal entries, balance sheet reconciliations, and related variance analyses in support of the Company’s public company reporting obligations. The scope of the role may include (i) utilities and other occupancy costs; (ii) accounting for marketing and other G&A expenses, and (iii) other corporate accounting areas as assigned. Additionally, this position is responsible for preparing various financial reporting schedules utilized in the Company's external reporting, completing internal and external audit requests as well as assisting with compiling internal and external financial statements and disclosures. This role is cross-functional and requires collaboration and partnership with a wide variety of teams across the business. The position reports to the Corporate Accounting Manager. Essential Functions: - Prepare timely and accurate journal entries related to various corporate accounting areas in accordance with periodic close schedule. - Ensure compliance with company policy, U.S. GAAP and internal controls while focusing on strategies to reduce the time it takes to close the accounting period - Accurately reconcile assigned balance sheet accounts, including the review, investigation, and resolution of accounting discrepancies and reconciling items. - Perform detailed variance analysis on assigned accounts to understand reasons for changes and help ensure accuracy. - Responsible for preparation of schedules and analysis that support significant balances and accounts. - Develop and maintain an effective control environment on assigned accounts and tasks in accordance with the Company’s SOX controls and processes. - Contribute recommendations and participate in improving the Company's accounting processes; assist in the development and/or improvement of internal control activities and accounting policies and procedures. - Maintain ownership of key controls related to corporate accounts and processes; update SOX documentation as needed and perform all assigned controls to ensure a strong control environment over assigned processes. - Prepare supporting schedules for internal and external auditors and respond timely to audit requests. - Participate in and support company initiatives such as software implementations, process improvement initiatives and other departmental projects. - Document processes and cross train in other areas in order to provide support during absences. - Supervise and mentor staff accountant and specialist roles - Complete special projects, ad hoc reporting or other general duties as assigned Qualifications: - Bachelor’s degree in Accounting or related field required with a minimum of three (3) years of progressive experience in public accounting and/or corporate accounting in a public company environment required; CPA or CPA candidate preferred - Strong US GAAP knowledge with the initiative to remain current on accounting changes - Ability to proactively seek out others within the organization to resolve issues - Proficient in financial analysis and reporting of financial data - Proficient with corporate accounting processes including preparing journal entries, account reconciliations and account analysis - Experience with major ERP system and tools required; Oracle Fusion and Blackline a plus. - Intermediate knowledge of Excel with the ability to visually interpret the logic of a complex sequence of excel formulas and update or change these as needed - Unquestionable integrity, ethics and credibility - Preference towards industry experience with consumer-based, multi-site operations such as food & beverage (restaurant), retail, hospitality, or other consumer-based businesses Knowledge, Skills and Abilities: - Ability to work in a fast-paced and high-volume environment with emphasis on accuracy and timeliness - Strong analytical/problem solving skills. - High ethical standards and the ability to maintain confidential information - Ability to work effectively both independently and in a team environment and within the company culture. - Strong documentation skills, research and resolution skills, data analysis - Attention to detail with consistent accuracy and organization - Commitment to meet internal close and reporting deadlines - Strong communication and interpersonal skills to build strong working relationships with peers and key business partners - Effective verbal and written communications, including active listening skills, problem solving skills and presentation skills Equipment – Computer, ERP software, Telephone Work Environment – Ability to work in a hybrid environment Physical Effort – Position lends itself to overtime during critical times of the month, quarter and year. Moderate amounts of stress. Compensation Range: $73,700.00 - $101,375.00 Red Robin is an Equal Opportunity & E-Verify Employer