Director, Restaurant Technology Operations, Popeyes

About Restaurant Brands International

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

The Director – Technology & Digital Support / Restaurant Operations , is responsible for the strategic development, coordination, architecture, and execution of Technology Support and Guest Care solutions for Popeyes Louisiana Kitchen (PLK) US&C. In this role you will be responsible for ensuring best in class support systems for our ~3,500 Popeyes company owned and franchise restaurants.

We are looking for a highly motivated and experienced Director to lead our Technology Support and Guest Care teams. Our team interacts with approximately fifty thousand guests and nearly 300 franchisees monthly through a variety of channels. A successful candidate partners with various teams in setting the direction, measuring, and executing support programs with both internal and external partners.

Responsibilities Include, But Are Not Limited To

• Ownership and management of the Technology Support process for Popeyes restaurants and the Guest Care program, creating a one-stop-shop for technology issue resolution across the Popeyes business
• Establish scalable and measurable processes to improve customer satisfaction and restaurant technology health (Uptime, Order Injection Rates, Network stability)
• Oversight of the end-to-end field support processes and Help Desk for restaurant technology issues (B2B Support)
• Build and scale a single point of contact help desk for restaurant technology support, including definition of process and KPIs, transparent reporting, on-going vendor management, and knowledge library development and maintenance
• Management of internal L3 support team, including processes for ticket handling, supplier partnership, and field/franchisee communications
• Supervision of the L1/L2 support processes for our Restaurant Platform, starting with a Point of Sales system, and including management of our outsourced L1/L2 Help Desk
• Proactive monitoring, tracking, and coordination of Help Desk functions and SLAs at outsourced L1/L2 help desk(s). Including a consolidated health dashboard.
• Identify call trends, researching root causes of top issues to develop process improvements to reduce support calls
• Identify vendor performance opportunities with the purpose of partnering with suppliers on improving service offered to our restaurants and franchisees
• Oversight of the Guest Care team and contact center, responsible for fielding customer complaints (B2C Support)
• Oversee all aspects of the contact center, including management of external vendor relationships, and internal support teams
• Continuously improve our contact center processes to improve quality and speed of service while looking to reduce costs
• Collaborate with other departments, including Operations, Technology and Marketing to improve cross-functional processes and enhance the overall guest and franchisee experience. 
• Manages the relationship and sets expectations with vendors. Monitors Vendor’s SLAs and requests modifications of service from Vendors based on needs and results.
• Prepare reports and provide regular updates to brand leadership on the performance of the Guest Care team, as well as arising trends that could impact the brand or franchisee profitability
  

The Most Successful Candidates Will Have

• Bachelor’s degree in Computer Science, MIS, related field, or equivalent experience.
• Experience in retail, hospitality, e-commerce, or QSR with focus on end user support is preferred.
• Experience in customer service partnering with meeting the needs of the end user
• 7+ Years of technical help desk leadership experience including lead/supervision experience
• Experience standing up/managing help desk / call centers, ideally via third party suppliers
• Preferred experience with telephony and CMS platforms
• Experience in analyzing data to identify trends and identifying root causes or probable issues.
• Excellent supplier partnership and management skills
• Experience managing and executing upon common Support SLAs including; ASA, overall SLA, AHT, MTR, etc.
• Sufficient technical background to understand how systems integrate, hand off data and how to trace those systems attempt to triage hard to solve problems.
• Experience with Microsoft Dynamics, Power BI, and/or Zendesk
• Ability to prioritize activities including time management and organizational skills.
• Solid written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Self-motivation
• Servant-leader approach with a willingness to be detail oriented and hands-on
  
  

Restaurant Brands International (RBI) The Parent Company Of Popeyes, And Popeyes Louisiana Kitchen (PLK) Live By a Set Of Core Values. Successful Candidates Will Embody These Values

• Dream Big – Life is too short for small dreams.
• Diversity – A wide range of voices and perspectives makes us stronger.
• Ownership – You value things more when you own them.
• Creative innovation – Find ways to do things differently to make them better.
• Meritocracy – Your growth is based entirely on what you do and how you do it.
• Authenticity – Be a hard working, good person.
  
  

#Popeyes

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

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