This individual is responsible for managing the stability, integrity, and efficient operation of the brand’s order ahead, third-party delivery and administrative portals, with the goal to ensures high levels of customer satisfaction by monitoring, maintaining, supporting, and optimizing both the intake and execution of content requests (menu items, coupons/discounts, images/videos, digital display layouts, etc.). They 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. This position will establish close business relationships with corporate and franchise teams through regular communication and business reporting. They will also be key to managing vendor relationships relative to all aspects of the integrated channels (examples include payments, loyalty programs etc.). They will apply proven communication analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

RESPONSIBILITIES

• Engage in the execution, monitoring, maintenance & coordination of all changes, updates and Level 3 support for all aspects of integrated services such as the Restaurant Admin Portal (RAP), Order Ahead (OA) and third-party delivery integration services (Checkmate)

• 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.  Engages directly with operators to provide high levels of support resulting in positive outcomes.

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

• Continually evaluates performance and looks to evolve processes to implement lessons learned to increase quality assurance and efficiency. Proactively shares best practices with all group members to achieve the best result. Seeks out experts to solve problems and manages external partnerships in a professional and agreed upon manner.

• 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.

• 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 a point of contact for franchisee and vendor escalations regarding integrated services such as order ahead, ItsACheckmate & RAP.

• Other important duties and responsibilities as needed.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4 Year Degree and/or Bachelor's degree in business administration, Computer Science or related
• 3 – 5 years of experience in computerized menu design, development, and implementation related to point of sale, payment, or associated technologies.
• 3 – 5 years of experience in project management

KNOWLEDGE, SKILLS AND ABILITIES

• Proven ability to oversee collaborative programs with executives, business owners and vendors, on complex technology initiatives, which bear tangible results.

• PMP (Project Management Professional) certification a plus

• Strong knowledge of application programming interfaces (APIs), how they work and supporting the implementation of necessary integrations

• 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.

• Must be a clear and concise communicator.

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

• 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.

• Intermediate level skills using JIRA and Confluence

• Intermediate level skills with the Microsoft Office Outlook, PowerPoint & Word

• Expert level skills with the Microsoft Office Excel

• Strong understanding of how complex technology systems interact including cloud-based platforms, integration layers and scripting languages

• Analyze problems and escalate issues in a timely manner for quick resolution

• Strong Presentation Skills

• Team focused

• Enthusiastic about managing projects and working with people

 

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC 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.