The Chief Customer Officer goes undercover to get an inside look at Bowlero Corp’s center operations
New York, NY – Bowlero Corp, the worldwide leader in bowling entertainment, today announced that its Chief Customer Officer and Professional Bowlers Association CEO, Colie Edison, will be featured on CBS’s Emmy-award winning reality television series “Undercover Boss,” Friday, Oct. 9 (9:00-10:00 PM, ET/PT).
In the one-hour episode, filmed prior to the COVID-19 pandemic, Edison works side-by-side with bowling center employees at Bowlero locations in New Jersey, Connecticut, and Georgia. Along the way, Edison has meaningful conversations with each employee to get their feedback on the business, their roles within the Bowlero organization, and their professional challenges.
“Participating in ‘Undercover Boss’ gave me the opportunity to step into the shoes of some of our frontline employees and see first-hand how instrumental they are in bringing our brand promise of a world-class experience to life,” said Edison, who joined Bowlero Corp in 2008. “By going undercover, I was able to get unbiased feedback and gain a unique perspective to help guide the future of our business.”
As Chief Customer Officer, Edison oversees Bowlero Corp’s global marketing efforts and is responsible for the strategic management of the company’s customer experience program, delivered to the millions of guests who visit Bowlero Corp’s 300+ bowling centers annually. Edison is also the CEO of the Bowlero Corp owned Professional Bowlers Association, bowling’s major league, and leads the development and operation of the PBA Tour.
Posing as a geeky ex-court reporter looking for a new job in the hospitality industry, Edison tried her hand at multiple roles within Bowlero’s bowling centers. During her time undercover, she worked as an operations manager, an event host, a laneside server, and a mechanic handling the machinery that keeps Bowlero’s centers running.
As a result of going undercover, Edison identified various opportunities to improve business procedures across Bowlero’s centers. This strategic insight has allowed Bowlero to fine-tune its day-to-day operations, but the time spent working closely with these employees and getting to know them proved to be even more valuable for Colie.
“Going undercover was incredibly rewarding,” said Edison. “Throughout my journey, it became clear that our greatest asset isn’t our centers, it’s our people, who care deeply about our guests and love the sport of bowling. They are the heart of our organization and their commitment to providing exceptional service and incredible value is at the core of what Bowlero Corp stands for.”
The airing of this episode coincides with the first anniversary of Bowlero Corp acquiring the Professional Bowlers Association, which boasts thousands of members and millions of fans across the globe. Today, the privately-owned Bowlero Corp owns and operates 300+ bowling centers in North America across 12,000 lanes, serving 28 million guests per year.
To learn more about Edison’s journey and hear the stories of the employees she met, tune in to the company’s episode on Friday, Oct.9 (9:00-10:00PM, ET/PT).
About Bowlero Corp
Bowlero Corp is the worldwide leader in bowling entertainment, media, and events. With more than 300 bowling centers across North America, Bowlero Corp serves over 28 million guests each year through a family of brands that includes Bowlero, Bowlmor Lanes, and AMF. In 2019, Bowlero Corp acquired the Professional Bowlers Association, the major league of bowling, which boasts thousands of members and millions of fans across the globe. For more information on Bowlero Corp, please visit BowleroCorp.com.
About UNDERCOVER Boss
UNDERCOVER BOSS is a two-time Emmy Award-winning reality series that follows high-level executives as they slip anonymously into the rank-and-file of their own organizations. Each week, a different leader will sacrifice the comfort of their corner office for an undercover mission to examine the inner workings of their operation.