The Staff Tech Operations Engineer - Payment & POPs is the SONIC payments SME (subject-matter-expert) responsible for ensuring the stability, integrity, and efficient operation of the POPS (payments and point of personalized service) platforms, with the goal to ensures high levels of customer satisfaction by monitoring, maintaining, supporting, and optimizing both the intake and execution of requests (settlements, chargebacks, inventory control, menu items, coupons/discounts, images/videos, digital display layouts, etc.).

This role will manage and continually improve on the processes to go from initial requirements gathering through post launch support (including build & testing and successful launch), including Level 3 Support of payments technologies.

This position will work cross functionally and establish close business relationships with corporate and franchise payments teams through regular communication and business reporting. They will also be key to managing vendor relationships relating to all aspects of the payments & POPS platforms).

RESPONSIBILITIES

• Ensures the SONIC brand’s payment & POPS IT products work as expected and provide Level 3 Support for all products within the team’s purview. This includes execution, monitoring, maintenance & coordination of all content changes for all aspects POPS as well as release management of software deployments, testing and QA activities

• Leads a who perform Level 3 coordination activities for payment and POPS platforms

• Establishes connections with brand & franchisee teams to ensure elevated levels of success, complete understanding of requirements and serves as a brand subject matter expert (SME) in appropriate meetings.  Communicate and collaborate with coworkers, management, franchisees, operators, and others in a courteous and professional manner. Use decision-making and negotiation skills. Team-orientation and positive attitude

• Mentors, builds knowledge and experience within the team so that each team member can own their work within the project with little oversight

• Establishes the strategy and process by which the team executes on the regular operational work to configure content across each of the IT products

• Develop executive dashboard reporting for leadership reporting on workload, adherence to schedules, and quality assurance

• Effectively ensures the adoption and implementation of the technology goals for the organization

• Collaborate with all internal and external teams to gather the appropriate requirements to roll out technology programs

• Responsible for adherence to established budgets, including tracking & reporting

• Plans effectively and multi-tasks. Utilize 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

• Serve as the point of contact for franchisee and vendor escalations owned products.  Communicate all issues, status updates, action items, and risks to the management team

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 5+ years of experience in design, development, and implementation related to payment technologies in the context of point-of-sale systems

• 4-year Degree in business administration, Computer Science or related field

• Experience in multiband, franchise, retail, foodservice, or consumer-facing industries preferred

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Strong understanding of how complex technology systems interact including cloud-based platforms, integration layers and scripting languages Proven ability to oversee collaborative programs with executives, business owners and vendors, on complex technology initiatives, which bear tangible results

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

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

• Strong presentation skills with ability to clearly communicate to all levels of the organization in all forms (written, verbal & telephone)

• Excellent problem-solving skills with he ability to solution in a fast-paced environment

• 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.

• PMP (Project Management Professional) certification a plus

• JIRA and Confluence skills preferred

• Strong skills with the Microsoft Office Outlook, PowerPoint & Word required

• Expert level skills with the Microsoft Office Excel required

• Ability to analyze problems and escalate issues in a timely manner for quick resolution

• Demonstrated ability to work collaboratively in a team environment, build strong relationships, and effectively manage projects with enthusiasm and a people-focused approach

This position is based in our Atlanta Support Center, with an expected on-site presence of 80%.