Restaurant Experience Manager – Restaurant Systems & Digital Execution(California Remote)

The Restaurant Experience Manager – Restaurant Systems & Digital Execution is responsible for the hands‑on execution, integration, testing, rollout, and post‑launch support of restaurant technology systems and digital initiatives across Baskin‑Robbins shops. This role owns the tactical delivery and operational integration of POS, restaurant technology, peripherals, and digital channels (including delivery and online ordering platforms), ensuring systems work together seamlessly in‑shop and support consistent execution. 

This role partners closely with cross‑functional stakeholders, field teams, franchisees, and vendors to plan and execute in‑restaurant tests, gather operational feedback, document learnings, and support stability and adoption following launch. 

An ideal candidate will live in California.

Responsibilities 

Restaurant Technology & Systems Execution 

• Execute operational implementation of POS, restaurant technology systems, and peripherals, ensuring solutions function effectively together in shop 
• Support operational integration of digital channels and partners, including delivery and mobile ordering, into in‑restaurant workflows 
• Identify execution risks, operational gaps, and dependencies across systems and escalate appropriately 
• Create, document, and maintain Jira tickets to track requirements, priorities, and progress across projects. 

Field Testing & Pilot Execution 

• Plan and lead in‑restaurant field testing for new systems, processes, enhancements, and digital integrations 
• Coordinate test readiness, site selection, test onboarding, and execution activities with cross‑functional partners 
• Serve as the primary operational point of contact for franchisees and field teams during pilots 
• Collect, document, and synthesize field feedback and operational learnings 

Rollout & Deployment Support 

• Partner with Restaurant Technology, Field Operations, IT, and other stakeholders to support rollout planning and execution 
• Contribute to readiness timelines, checklists, and operational considerations to support successful deployments, documentations and communications. 
• Ensure operational learnings are incorporated into rollout plans and execution guidance 

Post‑Launch Support & Stabilization 

• Support post‑launch stabilization efforts by monitoring issues, identifying trends, and coordinating resolution with appropriate partners 
• Act as a subject‑matter resource during early deployment and stabilization phases 
• Work cross-functionally to ensure solutions remain operationally viable and scalable following launch 

Cross‑Functional & Vendor Collaboration 

• Build strong relationships with franchisees, field teams, and internal partners to understand operational impacts and execution needs 
• Partner with vendors and external partners to support testing, deployment, and optimization of restaurant systems 
• Work collaboratively across teams to support consistent execution and adoption 

Education and Experience Qualifications 

• Bachelor’s Degree preferred or equivalent restaurant operations experience 
• 4–8 years of experience in restaurant operations, operations support, or system implementation roles 
• Experience working in a franchise‑based environment preferred 
• Hands‑on experience supporting POS, restaurant technology, digital ordering, delivery, or related system rollouts 
• Ability and willingness to travel to support in‑restaurant testing and deployments 

Required Knowledge, Skills, and Abilities 

• Strong operational mindset with a hands‑on, execution‑focused approach 
• Ability to manage multiple initiatives simultaneously with disciplined follow‑through 
• Strong written and verbal communication skills 
• Ability to work cross‑functionally with internal partners, vendors, and franchisees 
• Analytical