Company:Driven Brands

Driven Brands is North America's largest automotive services company with a portfolio of iconic brands including Take 5 Oil Change®, Meineke Car Care Centers®, Maaco®, 1-800-Radiator & A/C®, Auto Glass Now®, and CARSTAR®. Our vision is to fuel the pursuit with the simplest, most convenient, and most reliable car care experience.

Headquartered in Charlotte, NC, Driven Brands is more than a workplace. We're a launchpad — for careers, for dreams, and for people driven to do great things.

Every day, we fuel the pursuit — for our customers chasing life's moments, for our franchisees building lasting legacies, and for each other as we grow, lead, and succeed together.

Performance matters. We take pride in it. We own it. We show up for one another and for our communities.

Because at Driven Brands, we're not just fixing cars. We're building futures, unlocking potential, and fueling what's possible — together.

JOB DESCRIPTION:

Principal Business Analyst - Retail Operations

Remote - Eastern time

The Principal Business Analyst for Retail Operations is the senior BA accountable for the business-analysis discipline across the multiple brand's operational technology portfolio. The role pairs with Business Process Owners (BPOs) to shape what gets built, set the operating standards for how it gets validated, and ensure every release lands cleanly across a high-volume, multi-site retail service network.

The Principal BA at this level owns BA accountability across the full operational portfolio, including shop systems, fleet and pricing, integration requirements, store technology, training systems, and customer service systems, and is trusted by Operations leadership to make the business-analysis call on high-risk operational changes.

This is a leadership IC role: standards-setting, cross-functional facilitation, and high-judgment work, not a people-management role. The Principal BA influences through reusable artifacts, peer review, and earned trust with Operations, Finance, Marketing, and IT leadership.
 

What you’ll Drive:

Requirements and Process Architecture

• Own Business Analyst Standards - Define and maintain the requirements, traceability, and acceptance-criteria standards used by all BAs working on the brand; review high-risk requirements for cross-system or financially material work before development commits.

• Document and Build Operational Architecture - Maintain the authoritative current-state and future-state process maps for operational workflows such as returns, discounts, loyalty, fleet, pricing, cash handling, and SKU management. Act as the internal process architect for the brand.

• Translate Business Strategy into Actionable Requirements - Partner with BPOs and the Senior Technical PM to convert operational strategy and field-leadership priorities into clear, testable, traceable requirements that the build team can act on.

• Govern  Project Scope - Surface scope and dependency risks early; resolve conflicting business asks before they reach development. Defend scope decisions during change with documented rationale.

Testing, Release Readiness, and Operational Evidence

• Define UAT Standards and Practices - Define the UAT standard, including scope, scenarios, named testers, defect process, and signoff evidence, that every release follows. Review UAT readiness for high-risk releases before go/no-go.

• Lead UAT Process - Personally lead or oversee UAT for major releases (system migrations, vendor swaps, pricing changes, payment changes, regulatory-driven work). Manage defect triage and resolution with vendors through to closure.

• Own Release Readiness - Confirm release scope, training readiness, support handoff, rollback awareness, and field readiness for every major release; surface and escalate readiness risks before launch.

• Validate Downstream Impacts - Ensure systems and operational data flow correctly into ERP, BI, finance close, marketing, and inventory after every release. Coordinate with Finance and BI to confirm sales, tax, margin, and operational metrics remain accurate.

Cross-Functional Partnership and Stakeholder Facilitation

• Trusted Partner for Operations Leadership - Engage Ops, Marketing, and Finance leadership directly on operational technology decisions. Translate technical trade-offs into operational and financial language; bring evidence, not opinion.

• Manage Vendor Accountability - Partner with business and technical leaders on vendor scope, releases, and escalations. Hold vendors accountable to scope, SLA, and release quality