The Tech Ops Manager – Digital Signage for Dunkin’ and Baskin-Robbins is the person responsible for managing the overall relationship between the brand technology and product teams, Digital Signage 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 user.

　　RESPONSIBILITIES

　　Creates, manages & leads technology-specific meetings to ensure continuous improvement in digital signage 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.). Tracks notes and action items for ad-hoc follow-up and future meetings.

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

　　Executes defined 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 digital signage 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 marketing and vendor teams on monthly content updates, QA testing, and go live Tech Ops playbook for validations.

　　Communicates, motivates, and influences colleagues, leadership, franchisees, operators, vendors, and others courteously and professionally.

　　Partnership with the Central Tech Deployment team (physical hardware) to build, review, and keep updated all documents related to the sale, maintenance, and physical installations of DMBs including working with the Construction team on detailed documentation for Franchisee Construction teams.

　　Document and train the Unified Service Desk support to provide troubleshooting knowledge articles as well as work-around guides as needed.

　　Possesses the ability to complete hands-on lab & test system buildouts and associated testing as needed. Partners with the QA team to assist them as needed in lab equipment and test cycles, educating them on new functionality.

　　Manage software deployment planning, scheduling, and execution across environments and locations.

　　Respond to systemic errors or failures found; Analyze, escalate, and address as appropriate and drive long-term resolution.

　　Proactively communicates and collaborates with cross-functional teams and business owners to analyze needs and deliver and maintain effective digital signage offerings.

　　Plans effectively and multi-task. Utilizes time management and organization skills to achieve aggressive deadlines; Sets priorities and maintains organizational and filing systems. Responds promptly to others to ensure open and timely communication.

　　Communicates as needed issues, status updates, action items, and risks to the management team.

　　Tracks and adheres to established budgets.

　　Fulfills other important duties and responsibilities as needed.

　　EDUCATION AND EXPERIENCE QUALIFICATIONS

　　Minimum : 4-year degree in business administration, Computer Science, or related technology discipline.

　　3+ years of experience in the design, development, and implementation of digital menu boards and/or digital signage and associated technologies. Proven record of managing all aspects of a successful product throughout its lifecycle.

　　3+ years in a franchisee-facing role at a corporation (QSR preferred)

　　3+ years of proven ability to oversee collaborative programs with leadership, product managers, and vendors in support of complex technology initiatives that bear tangible results.

　　REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

　　General knowledge and technical understanding of cloud environments, APIs, and system integrations

　　Strong decision-making and negotiation skills. Ability to identify and fill gaps and generate innovative ideas that grow market share and improve guest experience.

　　Excellent Team orientation and cheerful outlook.

　　Working knowledge and existing relationships with restaurant industry-leading technology vendors.

　　Strong analytical skills are required, including a thorough understanding of how to interpret franchiseeand end-user business needs.

　　Demonstrated ability to work in a matrix environment.

　　Working knowledge with collaborative product management tools (Ex: JIRA, Confluence, SharePoint, Smartsheet, etc.).

　　Familiarity with digital signage systems, applications, and tools from best-in-class providers

　　Must be able to network, build strong relationships, and influence people.

　　Must have the ability to communicate to all levels of the organization in written, verbal & telephone forms of communication. Must have the ability to succinctly convey technical facts and ideas to a non-technical audience.

　　Must be a strong presenter in front of large groups of people both in person and over video conference.

　　Ability to meet deadlines and make sound decisions based on data and stakeholder feedback.

　　Must have expert-level skills with the Microsoft Office Suite, including but not limited to Excel, Outlook, PowerPoint & Word.

　　Analyze problems and escalate issues promptly for quick resolution.

　　Excellent management & analytical expertise, including the ability to manage projects and processes that cross organizational lines

　　Inspire Brands is a multi-brand restaurant company whose portfolio includes nearly 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC Drive-In restaurants worldwide.

　　We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.

　　#LIIB