Senior Program Manager- QSR Industry- Commerce & Omni Channel Domain

Capgemini • Dallas, TX

1d • Onsite

About The Position

We are seeking an experienced Program Manager with deep expertise in the Quick Service Restaurant (QSR) industry. This role is responsible for driving multi‑workstream initiatives that improve operational efficiency, enhance customer experience, optimize technology investments, and strengthen the performance of QSR business operations. The ideal candidate brings strong program leadership, cross‑functional collaboration skills, and hands‑on understanding of fast‑paced, high‑volume restaurant environments where speed, consistency, and scalability are essential.
Program Managers are responsible for overseeing the project/engagement/contract/activity daily and are responsible for delivering high-quality results within the identified objectives and constraints, ensuring the effective use of the allocated resources. They are responsible for risk and issue management, project/engagement communication and stakeholder management. Project managers perform the activities of planning, organizing, securing, monitoring and managing the resources and work necessary to deliver specific project goals and objectives in an effective and efficient way.
Expertise in digital (e-commerce, mobile, marketplaces) and physical (POS, in-store) commerce into a seamless customer journey. Ensures that buying, returns, loyalty, and promotions are consistent across channels to drive both growth and experience.

Requirements

• 12+ years of program /project management experience, specifically with extensive experience in QSR industry experience or multi‑unit restaurant operations oversight.
• Strong understanding of QSR fundamentals, including standardized menus, speed‑focused execution, minimal table service, and high-volume production environments.
• Demonstrated success leading cross‑functional initiatives involving technology, operations, customer experience, and franchise organizations.
• Expertise in data‑driven program management, including metrics development, reporting structures, and performance analysis.
• Strong communication, stakeholder management, and change‑leadership skills, particularly within complex operational environments.

Nice To Haves

• Experience working with digital ordering platforms, POS systems, loyalty programs, or restaurant automation strongly preferred.

Responsibilities

• Responsible for leading either a large contract/engagement or a definable segment of a very large and complex contract/engagement. Clients may be external or internal.
• PMs are responsible for the translation of the client's complex business requirements into formal agreements. For these, PM establish specific solutions, applications or processes which ultimately culminate in customer acceptance of the results. This includes working with client team members and executives to identify business requirements and subsequently working with, and leading others, in the initiating, planning, controlling, executing and closing the client's solution.
• PMs are responsible for a wide range of process activities beginning with the request for proposal through development, and final delivery.
• Demonstrate strong capability in franchise and multi‑unit operations, with experience in site development, supervision methods, real‑estate strategy, and scalable operational standards across locations.
• Apply strong business acumen across labor planning, cost controls, margin management, and ROI modeling.
• Lead programs that measurably improve throughput, operational consistency, and guest satisfaction.
• Partner effectively with franchisees and operations teams to drive aligned adoption and sustainment.
• Implement digital and operational innovations aligned with modern QSR trends, including mobile ordering, automation, kitchen technology, and personalization.
• Support profitability improvements and strengthen competitive position across high‑volume restaurant formats.
• Lead multi‑phase programs focused on operational excellence, digital transformation, customer experience modernization, and P&L impact.
• Translate business objectives into structured program plans tailored to QSR requirements such as speed of service, standardized workflows, and high‑volume throughput.
• Manage cross‑functional teams, including operations, IT, marketing, supply chain, and franchise partners, to ensure effective execution and business outcomes.
• Drive efficiency improvements across restaurant operations using proven QSR best practices such as optimized kitchen layouts, simplified menus, and streamlined workflows.
• Lead modernization initiatives including ordering systems, loyalty programs, mobile channels, and self‑service experiences.
• Oversee implementation of digital menu boards, POS enhancements, KMS technologies, automation solutions, and analytics frameworks supporting predictive labor, inventory, and menu performance.
• Partner with culinary, marketing, and operations leaders to drive data‑driven menu optimization, product launches, and value engineering.
• Lead pilots, testing cycles, and analytics reviews across SKU assortment, guest preferences, and pricing elasticity.
• Collaborate closely with franchisees and multi‑unit operators to drive alignment and consistent execution.
• Support site strategy, operational audits, and new unit development to enable scalable growth.
• Champion customer experience improvements across service speed, order flow, store design, and digital interactions.
• Use insights from guest feedback, loyalty data, and operational analytics to shape differentiated guest experiences and drive repeat visits.
• Track KPIs including sales impact, labor efficiency, digital adoption, food cost performance, and operational uptime.
• Develop business cases and financial models to support investment decisions, value engineering, and margin protection.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed