In 2017, Jacob Schneider, just 16, began his first job at Chipotle in Lawrence, Kansas. He was thrilled to earn more than minimum wage and received solid training. “I learned my job quickly,” he says.
At first, Schneider enjoyed his work. But over time, he noticed things changed. Training got less effective, breaks shortened, and equipment often broke down. After a year, he began hearing coworkers express their desire to leave. “Morale was low,” he recalls.
This decline mirrored larger changes at Chipotle, which started thriving in the 90s and became a global name with over 3,700 locations. It went public in 2006, but faced serious issues when multiple foodborne illness outbreaks hit in 2015. After several incidents, founder Steve Ells stepped down, and Taco Bell’s Brian Niccol took over as CEO in 2018, determined to revamp the company.
Under Niccol, Chipotle adopted a fast-food model. He introduced drive-thrus, mobile orders, and delivery options, which helped the chain’s revenue nearly double from $4.9 billion in 2018 to $11.3 billion in 2024. But as shareholders cheered, many employees felt different. They believed the unique work culture at Chipotle was slipping away, making it feel more like a fast-food chain than a quality dining experience.
Recent reports support the shift in employee sentiment. In 2022, Chipotle settled a staggering $20 million lawsuit in New York for violating scheduling laws—more than any other company. It also made headlines for having one of the highest employee burnout rates, as noted in a study of over 500 U.S. companies.
Employees express concerns about working conditions. Jacob Schneider and other current or former workers report overwhelmed staffs leading to long shifts and poor morale. “You were lucky if you got any proper training,” said one employee who spoke about chaotic shifts and staffing shortages.
The issue of employee scheduling further compounds the problems. Many workers at Chipotle reported getting their schedules with little notice, and often had shifts abruptly canceled. “It created a tough environment,” Daniel Schneider, from the Shift Project, noted, pointing out that these issues disrupt workers’ lives.
At the same time, workers felt increased pressure to provide quick service, leading to strained interactions with customers. Videos surfaced on social media showing customers filming workers, amplifying tensions at the restaurants. This environment has left many employees feeling dehumanized.
Despite these concerns, Chipotle still sells itself as a company with high values. They stress their commitment to fresh ingredients and caring for staff. While they pay better than some competitors, with average hourly wages around $16 compared to $14 at places like Domino’s, employees report that high expectations come with this pay.
Some workers have sought better treatment through unions. In 2022, workers at a Lansing, Michigan, location successfully organized. However, the company has often pushed back against union efforts, with reports of retaliatory actions against those involved.
Chipotle plans to open more locations this year, but signs of trouble remain. Its stock has seen a decline of about 37% since a peak last December.
Many former employees leave Chipotle searching for a healthier work culture. Schneider, now working in graphic design, reflects, “I’ve never been happier. I feel respected.”
As the company navigates this transitional period, the ongoing challenge lies in balancing profitability with a commitment to employee well-being.
For more insights on workforce concerns, you can visit the Shift Project, which provides valuable data on the experiences of low-wage workers.
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