Job Description
Qualifications
Bachelor’s degree in Computer Science, MIS, related field, or equivalent experience
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
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
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
Benefits
Benefits at all of our global offices are focused on physical, mental and financial wellness
We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support
Responsibilities
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
Job description
Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.
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 120 countries and territories. 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.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
Summary
The Director – Technology & Digital Support, 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.
Roles And Responsibilities
• 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
Qualifications
• 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
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
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, ****** 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.
Bachelor’s degree in Computer Science, MIS, related field, or equivalent experience
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
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
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
Benefits
Benefits at all of our global offices are focused on physical, mental and financial wellness
We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support
Responsibilities
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
Job description
Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.
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 120 countries and territories. 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.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
Summary
The Director – Technology & Digital Support, 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.
Roles And Responsibilities
• 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
Qualifications
• 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
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
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, ****** 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.
💡 Quick Summary
Seeking a career-building opportunity? The Director| Restaurant Technology Operations Support| Popeyes position is now open for candidates interested in the Marketing Executive Jobs sector. This role in Miami offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Marketing Executive Jobs is a plus.
