The Senior Manager, Digital Operations operates seamlessly between strategic planning and tactical execution. This role leads the development, implementation, and sustainment of digital operational standards across all in‑store digital channels. By collaborating across Operations, IT, Retail Technology, Marketing, and Concept Support Services, this leader ensures that digital initiatives are launched effectively, adopted consistently, and optimized to create exceptional Fan and operator experiences.
Digital Strategy & Operational Leadership:
- Lead operational strategy for digital transformation within the Operations Center of Excellence.
- Develop, implement, and maintain standardized operating procedures for all in‑store digital channels.
- Build and manage digital roadmaps aligned with business and operational objectives.
- Ensure consistency and efficiency in restaurant-level digital execution.
- Partner cross-functionally to ensure alignment on strategy, launch plans, and sustained performance.
Digital Solution Launch, Adoption & Change Management
- Oversee successful implementation of digital solutions focused on improving in‑store operations.
- Create and deliver training, communications, and support materials for field adoption.
- Ensure new tools integrate seamlessly into existing workflows.
- Monitor and adjust deployment strategies to maximize performance.
Data-Driven Customer Experience Optimization
- Leverage data insights to evaluate and improve customer experience across digital channels.
- Identify operational friction points and implement improvements.
- Collaborate with cross-functional partners to optimize digital touchpoints.
Project, Pilot Program & Portfolio Leadership
- Lead strategic projects ensuring scope, timelines, and budgets are met.
- Own operational pilot program lifecycle: development, KPI tracking, evaluation, and enhancement.
- Identify opportunities for innovation and continuous improvement.
Operations Tools, Standards & Technical Support
- Contribute to the Operations Standards Manual.
- Lead development and enhancement of Operations technical tools.
- Maintain expertise on all Operations platforms used by field teams.
- Gather business requirements and translate them into technical specifications.
- Partner with IT on development, prototyping, testing, and rollout.
Communication & Cross-Functional Alignment
- Provide clear updates on project progress.
- Present updates across advisory councils including OAC, TAC, and MAC.
- Share updates during webinars and Operations Leadership meetings.
The US national base salary range for this position is $115,037-$143,796. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.