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Dunkin' Sr Manager - Restaurant Technology- Self-Service Kiosk in Canton, Massachusetts

Reporting to the Tech Ops Director, Restaurant Technology, the Sr. Manager- Self-Service Kiosk is responsible for self-ordering technology in the restaurant including vendor management, planning, and execution across the lifecycle of our innovative and industry-leading solutions. This is inclusive of working with the Inspire Product Management team to intake roadmap requirements for the self-ordering kiosk to then collaborating with vendor engineering on the execution in partnership with others in the organization from the franchisees, marketing, and operations departments to ensure that the goals are met. In addition, they ensure that the company’s overall strategy and goals are supported by the technology. The primary responsibility is in-restaurant self-ordering kiosks, but this role would also be responsible for exploring and managing future technologies within the same area of scope.


  • Liaise with other departments, corporately owned & franchise-operated Dunkin’ restaurants to ensure that the company’s overall strategy and goals are supported by the kiosk solution

  • Responsible for maintaining the relationship and managing vendor partners to ensure the delivery of technology service and support according to requirements and SLAs

  • Cultivate and build an understanding of the solution vision, and the business cases as well as ensure products meet Dunkin’s operational goals (i.e., order accuracy, sales, check size, customer satisfaction, speed of service)

  • Work alongside other department leaders, oversee the execution of the roadmap, and manage it as required for meeting deliverables for the business. This includes taking the backlog from the Product to then align priorities with the vendor to ensure the lifecycle of the solution (both hardware and software) is well understood and executed.

  • Led team in designing and building scalable integrations to other restaurant or brand technology solutions to enhance the guest and restaurant crew/franchisee experience

  • Ensure necessary Quality Assurance practice is in place to avoid store-level problems and increase overall satisfaction; Coordinate hands-on in the lab to set up, build, deploy, and test in partnership with other teams

  • Must engage directly with users to gain firsthand insight into feedback. This, combined with the vendor relationships and feedback of the cross-functional team should breed a clear understanding of the current and future needs which the Product team will groom into the roadmap

  • Develop SLAs and standards for existing and new vendors including regular weekly, monthly, and quarterly reviews as well as penalties for missed SLAs.

  • Participate in strategic planning meetings to support overall product roadmaps.

  • Participate in new vendor contracts, negotiations, and RFP selection processes to represent components owned by the in-restaurant Tech Ops team.

  • Regularly review solutions and operations across brands and vendors to provide project suggestions to leadership, driving efficiencies in the shared service model across brands. · Run lights on activities (i.e., patching, etc.) with the vendor ensuring security, compliance, and supportability of all technology for the kiosk

  • Define job duties, maintain current position descriptions, and hire staff (both full-time and contractor positions) as required

  • Training/onboarding talent and maintaining key documentation to do so efficiently

  • Mentoring and building a strong team

  • Setting smart goals with key measurable results tied to business objectives and providing reviews regularly for the team

  • Develop and maintain strong relationships with key stakeholders (Field and Internal Operations teams, Commercial, IT, legal, risk) and partners (licensees, franchisees, vendors)

  • Support the identification and relationship management of third-party vendors and systems for the team. Building relationships to influence and drive projects with vendors as well as internally within the IT organization to gain alignment, support, or guidance as needed

  • Ensure medium/long-term projects are implemented on schedule and within budget

  • Regular weekly/monthly budget reporting and management


  • Minimum : 4-year Degree in Business Administration, Computer Science or related

  • 4+ years of hospitality or restaurant experience with an IT Management focus

  • 4+ years in a franchisee-facing role at a corporation

  • 2+ years of integration design and implementation at large distributed systems scale


  • Strong decision-making and negotiation skills

  • Excellent Team orientation and positive attitude.

  • Working knowledge and existing relationships with restaurant industry-leading technology vendors.

  • Strong analytical skills are required, including a thorough understanding of how to interpret customer business needs and translate them into operational requirements.

  • Demonstrated ability to work in a matrix environment

  • Must be able to network, build strong relationships, and influence people

  • Must be a clear and concise communicator.

  • Must have the ability to communicate to all levels of the organization in written, verbal & telephone forms of communication.

  • Must be a strong presenter in front of large groups of people both in person and over video conference

  • Must have good problem-solving skills in a fast-paced environment.

  • Ability to establish and maintain harmonious working relationships with others

  • Exceptional organization, communication skills, and keen attention to detail.

  • Ability to meet deadlines and make sound decisions based on data and stakeholder feedback.

  • Ability to work cross-functionally within an organization.

  • Must have expert-level skills with the Microsoft Office Suite, including but not limited to Excel, Outlook, PowerPoint & Word

  • Working knowledge of technical specification documentation, integration best practices, and services-based architecture

  • Analyze problems and escalate issues promptly for quick resolution

  • Excellent management & analytical expertise, including the ability to manage projects and processes that cross organizational lines

  • Enthusiastic, positive attitude working with people and dealing with issues

  • Humble and empathetic in the ways of working to get things done across restaurant and internal teams.

This position sits within our Boston Support Center with an expectation to be onsite 80% of the time

Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.