Tech Ops Manager-Restaurant Systems, Dunkin'

Inspire

29d

About The Position

The Tech Ops Manager – Restaurant Systems, Dunkin’ is the person responsible for managing the overall relationship between the brand technology and product teams, vendors, franchisees and the corporate field teams supporting the individual restaurants. They are the technical expert who knows the solution end to end. It will be critical for this person to be able to take in meaningful feedback from multiple sources to then distill into key themes or issues, prioritize the list and work with the brand restaurant technology and product teams to deliver ongoing support and enhancements to the end users. This role plays a key part in building, supporting and enhancing the Dunkin’ and Baskin-Robbins drive-thru, video loss prevention, music and learning technology systems. Working within (and out) of the technology organizations, this individual helps identify opportunities to improve the overall solution experience and ensure all parties meet established SLAs and key metrics.

Requirements

4 Year Degree and/or Bachelor’s degree in business administration, Computer Science, or related technology discipline
3+ years of progressive, relevant experience in POS, Delivery or other restaurant technology operations solutions.
General experience in a restaurant technology environment.
3+ years in a franchisee facing role at a corporation (QSR preferred)
3+ years of proven ability to oversee collaborative programs with leadership, product managers and vendors in support complex technology initiatives that bear tangible results.
Familiarity with drive-thru and loss prevention concepts, systems, applications, and tools from best-in-class providers
General knowledge and technical understanding of cloud environments, APIs and system integrations
Strong decision-making and negotiation skills. Ability to identify and fill gaps and generate innovative ideas that grow market share and improve guest experience.
Excellent Team-orientation and cheerful outlook.
Working knowledge and existing relationships with restaurant industry leading technology vendors.
Strong analytical skills required, including a thorough understanding of how to interpret franchisee and end user business needs.
Demonstrated ability to work in a matrix environment.
Working knowledge with collaborative product management tools (Ex: JIRA, Confluence, SharePoint, Smartsheet, etc.).
Must be able to network, build strong relationships and influence people.
Must have the ability to clearly communicate to all levels of the organization in written, verbal & telephone forms of communication. Must have the ability to succinctly convey technical facts and ideas to a non-technical audience.
Must be a strong presenter in front of large groups of people both in person and over video conference.
Ability to meet deadlines and make sound decisions based on data and stakeholder feedback.
Must have expert level skills with the Microsoft Office Suite, including but not limited to Excel, Outlook, PowerPoint & Word.
Analyze problems and escalate issues in a timely manner for quick resolution.
Excellent management & analytical expertise, including ability to manage projects and processes that cross organizational lines.

Responsibilities

Creates, manages & leads technology specific meetings to ensure continuous improvement in system ideas, processes, and offerings as the technical subject matter expert.
Coordinates with other stakeholders to provide content, attend and present as needed at brand meetings (Franchisee Subcommittee, Restaurant Excellence, Webinars, etc.).
Handles day-to-day activities including planning, risk mitigation, and monitors progress and adherence to project plans.
Serves as the point of contact for lights-on production support escalations.
Working with Inspire Product team, this person will help define product strategy
Manages vendor evaluations regularly to confirm adherence to agreed upon SLAs and key metrics
Negotiates Statements of Work and other applicable vendor agreements when applicable.
Understands and comprehends architecture, along with a command of technical and functional specifications to develop and maintain a best-in-class product offering across the enterprise.
Partnering with operations, product and vendor teams on monthly content updates, QA testing and go live Tech Ops playbook for validation.
Communicates, motivates, and influences colleagues, leadership, franchisees, operators, vendors, and others in a courteous and professional manner.
Partnership with Inspire Product team (physical hardware) to build, review and keep updated all documents related to the sale, maintenance, and physical installations of equipment if necessary, including working with Construction team on detailed documentation for Franchisee Construction teams.
Document and train the Unified Service Desk support to provide troubleshooting knowledge articles as well as work around guides as needed.
Possesses ability to complete hands-on lab & test system buildouts and associated testing as needed.
Partners with QA team to assist them as needed in lab equipment and test cycles, educating on new functionality.
Partner with Inspire Product team to manage software deployment planning, scheduling and execution across environments and locations.
Respond to systemic errors or failures found; Analyze, escalate and address as appropriate and drive long-term resolution.
Proactively communicates and collaborates with cross functional teams and business owners to analyze needs and deliver and maintain effective solution.
Plans effectively and multi-tasks.
Utilizes time management and organization skills to achieve aggressive deadlines; Sets priorities and maintains organizational and filing systems.
Responds promptly to others to ensure open and timely communication.
Communicates as needed issues, status updates, action items, and risks to the management team.
Tracks and adheres to established budgets.
Fulfills other important duties and responsibilities as needed.