Tech Ops Manager-Restaurant Systems, Dunkin'

The Tech Ops Manager – Restaurant Systems, Dunkin’ is the person responsible for managing the overall relationship between the brand technology and product teams, 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’ and Baskin-Robbins drive-thru, video loss prevention, music and learning technology systems. Working within (and out) of the technology organizations, this individual helps identify opportunities to improve the overall solution experience and ensure all parties meet established SLAs and key metrics. 

RESPONSIBILITIES

• Creates, manages & leads technology specific meetings to ensure continuous improvement in system 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.).  

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

• Working with Inspire Product team, this person will help define 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 operations, product and vendor teams on monthly content updates, QA testing and go live Tech Ops playbook for validation.   

• Communicates, motivates, and influences colleagues, leadership, franchisees, operators, vendors, and others in a courteous and professional manner.  

• Partnership with Inspire Product team (physical hardware) to build, review and keep updated all documents related to the sale, maintenance, and physical installations of equipment if necessary, including working with Construction team on detailed documentation for Franchisee Construction teams.