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Inspire Brands Tech Ops Manager –Third-Party Delivery, Dunkin’ in Canton, Massachusetts

The Tech Ops Manager – Third-Party Delivery for Dunkin’ is the person responsible for managing the overall relationship between the brand technology and product teams, Third-Party Delivery 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’ Third-Party Delivery solutions across 9k+ restaurants. Working within (and out) of the technology organizations, this individual helps identify opportunities to improve the overall Third-Party Delivery partner solution experience and ensure all parties meet established SLAs and key metrics

RESPONSIBILITIES

  • Creates, manages & leads technology-specific meetings to ensure continuous improvement in Third-Party Delivery 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.). Tracks notes and action items for ad-hoc follow-up and future meetings.

  • Handles day-to-day activities including planning, and risk mitigation, and monitors progress and adherence to project plans. Serves as the point of contact for lights-on production supportescalations.

  • Executes defined 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 marketing and vendor teams on monthly content updates, QA testing, and go live Tech Ops playbook for validations.

  • Communicates, motivates, and influences colleagues, leadership, franchisees, operators, vendors, and others courteously and professionally.

  • Partnership with Central Tech Deployment team (physical hardware) to build, review and keep updated all documents related to the sale, maintenance, and physical installations of equipment related to delivery if necessary including working with the 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 the ability to complete hands-on lab & test system buildouts and associated testing as needed. Partners with the QA team to assist them as needed in lab equipment and test cycles, educating them on new functionality.

  • 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 solutions.

  • Plans effectively and multi-task. 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.

EDUCATION AND EXPERIENCE QUALIFICATIONS

  • Minimum: 4-year degree in business administration, Computer Science, or related technology discipline.

  • Minimum: 3+ years of progressive, relevant experience in POS, Delivery, or other restaurant technology operations solutions. General experience in a restaurant technology environment

  • Minimum: 3+ years in a franchisee-facing role at a corporation (QSR preferred)

  • Minimum: 3+ years of proven ability to oversee collaborative programs with leadership, product managers, and vendors in support of complex technology initiatives that bear tangible results.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

  • 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 are 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.).

  • Familiarity with Third-Party Delivery systems, applications, and tools from best-in-class providers

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

  • Must have the ability to 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 promptly for quick resolution.

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

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.

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