Experience Manager - OpEx & Guest Experience

Job description

Job Purpose of Objective(s): The Experience Manager improves the guest and member experiences across assigned departments by analyzing feedback, identifying opportunities, and driving service improvements in partnership with department leadership. This role creates and promotes a shared vision of experience while consistently representing perspectives. Primary Tasks: - Clearly communicate the service vision and influence leaders and associates across all levels to support a culture rooted in the Choctaw guest/member experience. Lead and support training initiatives that reinforce this culture. - Analyze quantitative and qualitative data (e.g., guest satisfaction surveys) to evaluate key touchpoints, identify service challenges, and recommend actionable improvements in partnership with business leaders. - Apply analytical expertise and strategic influence to help define service standards and performance measurements across departments. - Serve as the voice of the guest/tribal member in cross-functional meetings related to service delivery, event planning, and new initiatives. - Conduct in-person observations, informal guest/member intercepts, and other experience assessments to eval...