Customer Experience Program Coordinator Hybrid AZ

Job Overview: Customer Experience Program Coordinator (Hybrid)

BWH Hotels (formerly Best Western International) is seeking a tech-savvy and service-oriented Customer Experience Program Coordinator to join their Global Operations Center in Phoenix, AZ. This role is the “System Architect” for guest feedback, supporting the global adoption of the Medallia platform and the Canary Guest Management System (GMS) across 18 brands and 4,300 hotels.

If you enjoy troubleshooting, data reporting, and helping hospitality teams leverage technology to improve guest satisfaction, this role offers a perfect blend of technical support and internal consulting.

Key Responsibilities & Platform Management

System Onboarding & Support

• Hotel Enrollment: Coordinate the end-to-end onboarding process for new hotels into CX platforms, ensuring accurate technical setup and timely activation.

• Global Resource: Serve as the primary point of contact for international hotel teams regarding platform functionality, troubleshooting, and best practices.

• Technical Troubleshooting: Efficiently resolve routine system issues and escalate complex problems according to established protocols.

Reporting & Training

• Data Administration: Provide ongoing reporting, administrative maintenance, and support for the Medallia and Canary platforms.

• Resource Development: Identify user trends and proactively create training guides, manuals, and FAQs to improve self-service.

• Education Lead: Host webinars and conduct tutorials to ensure hotel staff are proficient in using CX tools to drive business success.

Process Improvement

• Continuous Enhancement: Collaborate with internal teams to uncover system improvement opportunities and design tests to measure the effectiveness of new features.

• Documentation: Improve internal knowledge resources and process documentation to ensure global consistency.

Requirements & Preferred Experience

Qualifications

• Experience: 12–18 months in customer experience, hotel operations, technical support, or administrative support.

• Platform Knowledge: Prior experience with Medallia or Canary GMS is highly preferred.

• Education: High School Diploma or equivalent; related coursework or degrees are a plus.

Required Skills

• Technical Aptitude: Ability to learn new software systems quickly and explain complex technical concepts to non-technical users.

• Software Proficiency: Beginner to intermediate skills in the Microsoft Office Suite.

• Communication: Strong verbal and written skills; ability to articulate the value of CX to various stakeholders.

• Organization: High attention to detail with the ability to manage multiple priorities independently under general supervision.

Work Location & Schedule

• Model: Hybrid (On-site Mon/Wed/Fri; Remote Tue/Thu).

• Location: Global Operations Center, 20400 N 29th Avenue, Phoenix, AZ 85027.

• Hours: Monday – Friday, 8:00 AM to 5:00 PM (MST).

• Eligibility: This position is not eligible for immigration sponsorship.

Compensation & Comprehensive Benefits

• Health: Medical, dental, and vision coverage available Day One.

• Time Off: Vacation and sick leave accruals start Day One; includes paid company and personal holidays.

• Financial: 401(k) with company contribution and match.

• Perks: Significant employee hotel discounts, tuition reimbursement, and free wellness programs.

  The Organization & Culture
  In 2026, Best Western International (part of BWH Hotels) stands as a “Member-First” powerhouse, headquartered in its iconic Biltmore-area campus (6201 N. 24th Parkway). Unlike traditional corporate-owned chains, Best Western operates as a non-profit membership association, which deeply influences its culture. Employees describe a “Supportive and Collaborative” environment where the founding principle of “member helping member” extends to the corporate staff. In 2026, the vibe is a mix of high-tech innovation and classic hospitality. While the office culture is rated highly for its “Wednesdays ice cream socials” and ethical leadership, internal feedback from the IT sector suggests a high-pressure push toward digital transformation and a strictly enforced return-to-office policy.