Support Center Dining Operations Manager

The Manager of Dining Operations is responsible for Operations Processes, Technology Process Improvements, Platform Communications, and Platform/Units Openings/Closings.

This role will have oversight and guide all dining operations, projects and planning. This leader is a key partner to many corporate teams, including, but not limited to, Financial Planning and Analysis, Human Resources, Business Systems & Transformation, and IT, and is responsible for leading rollouts and implementations to the Field.

The Manager of Dining OPS will also be responsible for ensuring Communications to and from the Field from the Corporate Office are timely, organized, efficient and strategic. This role will be key in implementing new technologies and innovative solutions, refining new store opening and closing processes. The position requires strong skills in hospitality and /or retail systems, SAP, as well as great collaboration and interpersonal skills in cross-functional environments.

The ideal candidate will have a background in restaurant operations and systems, possess analytical skills and demonstrate the ability to collaborate across multiple teams,

DUTIES AND RESPONSIBILITIES:

Key Responsibilities:

• Systems Support & Implementation:
• Partner with Business Systems & Transformation teams on SAP design, deployment, training, and ongoing enhancements.
• Define store systems/POS business requirements and recommend solutions to improve functionality and efficiency from the Operations perspective.
• Process Optimization & KPI Development:
• Develop and update operational processes, procedures, and SOPs.
• Establish frameworks for monitoring key performance indicators (KPIs) across all locations.
• Cross-Functional Collaboration:
• Work closely with Operations, Finance, Inventory Accounting, and Field Leadership to implement process improvements and system enhancements.
• Act as liaison between Dining Operations and IT for technical issue resolution and system integration.
• Issue Management & Root Cause Analysis:
• Identify operational issues, conduct root cause analyses, and drive long-term corrective actions.
• Monitor and improve error and problem control processes.
• Training & Change Management:
• Collaborate with Training teams to develop and deliver materials for system rollouts, enhancements, and new procedures.
• Support field training, testing, and SOP creation.
• Operational Leadership:
• Operational readiness for new store openings, closings, and pricing updates.
• Oversee daily operations support in areas such as inventory management, menu and pricing updates, and labor scheduling.
• Innovation & Technology Adoption:
• Drive implementation of new technologies (POS systems, payment solutions, digital signage) in operations to enhance in-store experience and business growth.

POSITION QUALIFICATIONS:

• 6 years of dining / food and beverage management experience, including 5 years’ experience in a Fortune 500 food and beverage environment.
• Must have a minimum of 3 years of support center dining experience 
• Knowledge of hospitality industry best practices with prior experience in Store Operations business processes and systems.
• University or College degree
• Experience with S4/HANA including implementations
• Experience with database management and support.

• Experience managing statistical & analytical reporting.

• Proficient computer skills including Microsoft Excel Macros, PowerPoint, and Planner.  
• Excellent end-to-end project management skills. 
• Strong leadership skills and ability to collaborate with both cross-functional corporate and field resources. Ability to work with various levels of store staff/management.
• Excellent communication skills, both verbal and written. 
• Excellent interpersonal and team-building skills.
• Organizational agility – understands how organizations work and knows how to get things done.
• Able to deal with ambiguity – can function without having the total picture.

PHYSICAL REQUIREMENTS:

• Travel up to 35%

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