Senior Manager, Radical Hospitality Programs

About Tecovas

Tecovas is dedicated to crafting premier Western boots, apparel, and leather goods at fair prices, revolutionizing the category by welcoming first-time boot buyers and Western enthusiasts alike. Based in Austin, TX, we combine traditional craftsmanship with a modern retail approach, operating both online and in stores nationwide.

Role Overview

The Senior Manager, Radical Hospitality Programs is a leadership position based in Austin, TX, responsible for driving the growth and consistent delivery of Radical Hospitality across Tecovas' expanding store network. Reporting to the Senior Director of Retail Operations, you will oversee four interconnected customer experience initiatives: Service Experience, Hospitality, Clienteling, and the Customer Survey & Review Program. Your focus is translating strategy into scalable programs, standards, tools, and measurable outcomes that enhance the entire in-store customer journey, from first greeting through post-visit loyalty development.

Key Responsibilities

• Lead execution and ongoing enhancement of customer experience programs that embody Radical Hospitality.
• Develop clear behavioral standards, tools, routines, and measurable targets supporting customer experience strategy in all retail locations.
• Establish scalable processes and feedback loops merging customer insights, training, field operations, and continuous improvement.
• Collaborate cross-functionally with Retail Operations, Training, Visual Merchandising, Technology, Marketing, and Field Leadership to implement customer journey initiatives.
• Balance immediate operational demands with long-term program refinement to elevate both customer and employee experiences.
• Manage, coach, and develop the direct team, fostering operational excellence and capability growth.
• Oversee in-store customer experience from the initial welcome through checkout, including standards for greeting, zoning, mobile device usage, BootRunner tool, and customer engagement.
• Coordinate with Visual Merchandising to ensure the store environment aligns consistently with desired experience standards.
• Evaluate customer and field feedback to drive improvements in salesfloor execution.
• Collaborate with the Hospitality Manager to innovate hospitality programs, seasonal campaigns, corporate partnerships, gifting, gift wrapping, and other experience-oriented offerings.
• Support the consistent deployment and operational quality of hospitality initiatives across all stores, optimizing customizations and enhancing in-store experiences.
• Monitor and analyze program performance, using customer feedback and business results to recommend improvements.
• Lead clienteling program management alongside Retail Operations and Technology, monitoring KPIs and enhancing adoption through analysis and field insights.
• Work with Training to embed clienteling behaviors into daily operations and identify opportunities to foster deeper customer relationships via tool, process, and execution improvements.
• Direct customer feedback programs, managing review strategies across platforms like Google and Yelp, and translating insights into operational enhancements.
• Produce regular reporting and actionable insights for Retail Leadership to assess program success and guide future strategies.

Qualifications & Experience

• Over 6 years of progressive experience in retail operations, hospitality, customer experience, or related areas.
• Proven success in leading complex cross-functional programs and driving operational improvements.
• Expertise in designing scalable processes, operational standards, and performance measurement systems.
• Strong communication skills with analytical thinking, project management, and organizational capability.

Attributes & Skills

• Customer-centric mindset balanced with operational discipline.
• Ability to translate strategic goals into consistent execution across multiple retail locations.
• Strong judgment and problem-solving skills in fast-evolving environments.
• Effective cross-functional collaboration and influence without formal authority.
• Passion for building and scaling programs that elevate Radical Hospitality.
• Commitment to continuous improvement with measurable business outcomes.

Benefits & Compensation

• Insurance covering 79–90% of health premiums and 100% of dental and vision insurance for employees' families/dependents.
• 401(k) matching program.
• Paid parental leave.
• Flexible paid time off policy.
• Corporate wellness programs.
• Competitive annual salary ranging from $115,000 to $130,000, depending on experience.
• Eligibility to participate in a corporate bonus program.
• Generous employee discounts.

Additional Information

This position requires residency in or relocation to Austin, TX. The company values hiring aligned with core values, conducts thorough, multi-step interview processes including virtual and practical assessments, and is dedicated to equal employment opportunity.