Actor-Turned-Manager Leads Taco Bell's Serving Más Meaningful Moments

Justin L., an associate manager in operations, now oversees Meaningful Moments nationally as part of Taco Bell’s new Serving Más service model, putting frontline hospitality and employee autonomy at the center of the chain’s guest experience.

Justin’s path to that role began outside restaurants and inside the entertainment industry. “I worked as an actor from ages 10 to 22, and like many in the entertainment industry, I also worked in restaurants and bars. Over time, I realized I was increasingly drawn to what happened behind the scenes. That curiosity led me to a talent agency, where I learned a lot about myself, especially what I wanted in a long-term career. I knew I wanted to plant my roots somewhere that felt purposeful and people focused. That realization ultimately set me on the path to Taco Bell.” He joined Taco Bell four years ago as an administrative assistant supporting Global Design and Operations and moved into roles supporting the SVP and COO, focusing on content and communication strategy during a period of organizational change.

Taco Bell’s Serving Más is built on three pillars: M = Meaningful Moments, Á = Accurate Orders, S = Seamless Experiences. Justin was tapped to lead the M pillar after a promotion to senior analyst, a role that included responsibility for uniforms and Team Member engagement. “That mindset opened doors for me. From there, I was promoted to Senior Analyst, taking on the responsibility for Taco Bell uniforms and Team Member engagement. Six months later, I was asked to help ideate a new service model, what we now know as Serving Más. There are three pillars that make up the model (M = Meaningful Moments, Á = Accurate Orders, S = Seamless Experiences). I was tapped to lead the M pillar in the model.”

In his current position, Justin shapes how hospitality looks and feels in restaurants across the country. Meaningful Moments is described as built on the belief that every fan should feel seen, heard, and cared for, echoing founder Glen Bell’s idea that “Service is the key to success.” The program encourages Team Members to bring personality and empathy into interactions, and it elevates simple acts of care at the register, drive-thru, and dining area into examples of brand-defining service.

For workers, the emphasis on Meaningful Moments has practical implications. It aligns front-line engagement with corporate strategy, ties employee-facing elements such as uniforms and engagement programs to service goals, and signals managerial support for discretionary effort. That approach can increase job meaning for hourly staff and create clearer pathways for employees interested in growth into operations or corporate roles.

Justin’s career arc also serves as a model for internal mobility. His advice for colleagues interested in Operations or projects like Serving Más was direct: “Never give up, say yes often, stay curious, take on as much as you can and embrace mistakes as part of the journey.” For Team Members and managers, the rollout of Meaningful Moments will be a test of how far corporate service design can empower day-to-day hospitality in restaurants. Taco Bell directs employees and job seekers to its careers resources for more information on opportunities and the Serving Más initiative.