Senior Program Manager, Customer Experience

Overview

The Sr. Program Manager will lead Restaurant Solution’s project management team that is responsible for the ordering, consolidation, delivery, and installation of equipment packages for Dunkin’ new store and remodel projects. As an integral part of NDCP Restaurant Solutions, this role will focus on project management execution excellence, customer service, and elevating the overall customer experience resulting in increased market share for NDCP’s new store and remodel solutions.  This position will contribute to the growth and profitability of Dunkin’ by ensuring timely, responsive execution of high-quality services at the lowest sustainable cost to the Dunkin’ franchisees on behalf of NDCP.

 

Restaurant Solutions has procurement and supply chain responsibilities for indirect products and services, such as kitchen equipment, smallwares, custom fabrication, distribution, and consolidation programs, construction materials, furnishings, lighting, signs, and store level services. The Sr. Program Manager will report directly to the Associate Director, Restaurant Solutions. NDCP and this position are in Duluth, GA.

 

Schedule: M- F, 8 am - 5 pm (In office on Wednesday)

Compensation: Competitive salary with bonus potiential. Paid weekly

Responsibilities

• Leadership Responsibilities
• Strategic Mindset & Execution – Develop and implement a customer experience (CX) strategy that aligns with the company's mission, ensuring long-term customer loyalty and business growth.
• Team Leadership & Development – Mentor, coach, and support project managers, ensuring they have the tools, training, and guidance needed to succeed.
• Cross-functional Collaboration – Work closely with Restaurant Solutions marketing, communications, sales, and operations teams to create a seamless customer journey.
• Stakeholder Management – Serve as the primary point of contact, communicating insights, performance metrics, and strategic recommendations.
• Change Management – Drive continuous improvement in customer experience initiatives, ensuring the organization remains agile and responsive to customer needs.
• Culture of Customer-Centricity – Foster a customer-first mindset across the organization by advocating for CX initiatives and ensuring alignment with company values.

 

• Job Responsibilities
• Customer Experience Optimization – Analyze customer feedback, pain points, and satisfaction metrics to identify areas for improvement.
• Project Portfolio Oversight – Ensure project managers execute projects on time, within scope, and on budget, while maintaining alignment with CX objectives.
• Process Improvement & Innovation – Identify inefficiencies in customer interactions and implement innovative solutions to enhance the overall experience.
• Performance Measurement & Reporting – Establish and track KPIs for both customer experience and project management performance, presenting data-driven insights to leadership.
• Risk Management – Proactively identify potential risks in projects and customer interactions, developing mitigation strategies to maintain service quality.
• Technology & Tools Management – Support the implementation of CRM, customer analytics, and project management tools to enhance efficiency and insights.
• Customer Advocacy & Insights – Represent the voice of the customer internally by leveraging data, trends, and direct feedback to drive organizational decisions.

Supervision Exercised

This position direct leadership and supervisory responsibilities for 6 team members (subject to change).

Qualifications

• Decision-Making: Strong analytical and problem-solving skills to make sound, data-driven decisions.
• Change Management: Experience in leading teams through change and process improvements.
• Resource Allocation & Budgeting: Efficient management of resources, budgets, and timelines.
• Risk Management: Identifying, assessing, and mitigating project risks.
• Process Optimization: Experience in streamlining workflows for efficiency and quality.
• Customer-Centric Mindset: Ability to advocate for customer needs while aligning with business goals.
• Voice of the Customer: Experience using feedback loops to drive improvements.
• Service Design: Understanding customer touchpoints and pain points to enhance experiences.
• Data-Driven Improvements –