Manager, Guest Experience Technology, LAC

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

The Manager, Guest Experience Technology, is responsible for overseeing the development, deployment, and performance of guest-facing technology for all RBI brands. This technology is comprised of kiosks, mobile apps, loyalty programs, table service and table ordering, and many other initiatives that enhance the experience for our guests. Strong project management is paramount in this role in order to drive these complex projects forward. Interpersonal skills are critical as it is necessary to forge relationships with franchisees and vendors to succeed. The GX Manager needs to have an analytical mindset to measure sales and operational impact of GX initiatives while conducting ad-hoc analyses. The GX Manager will also be responsible for tracking, forecasting, and reporting on technology implementation across all markets. This is a high-visibility role as GX is a main focus in RBI International markets.

RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Responsibilities

• Oversee tech development projects and integrations. This requires collaboration with internal stakeholders, franchisees, and vendors to ensure a best-in-class solution is delivered in a timely manner.
• Work with stakeholders to ensure ongoing optimal execution of these initiatives.
• Identify opportunities for improvement through data analysis and qualitative observations. Ensure these are implemented and measure the impact of implementation. Scale adoption across countries and brands.
• Collaborate cross-functionally with internal teams. This includes Digital, Marketing, Sales, Field, Operations, Design, and the LAC leadership team. Organize these teams to ensure agility in tech development, deployment, analysis, and improvement.
• Track deployment of tech initiatives at a store level across all countries and brands. Forecast ongoing deployment that impacts GX KPI’s.
• Develop ad-hoc analyses and improved ways of working that drive GX initiatives forward. The ability to thrive in a white space environment is important and encouraged in this role.
• Travel to markets for project deployments, business reviews, and brand plans.
  
  

Skills & Qualifications

• Bachelor’s degree required.
• 4 years of experience. Experience in technology or restaurant operations is a plus.
• Verbal and written fluency in English and Spanish.
• Able to travel abroad ~2 times per month.
• Ability to distill and analyze large amounts of data, extracting actionable insights.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Self-starter with strong time management skills and the ability to handle multiple projects effectively.
• Ability to develop action plans to resolve situations or advance initiatives, oftentimes with no clear precedent.
• Strong presentation and communication skills.
• Pays close attention to details.
• Results-oriented with a strong sense of ownership and accountability.
• Highly curious and eager to identify innovative solutions for enhancing the guest experience.
• Collaborative team player with a proactive and positive attitude.
• Excels under pressure and is highly motivated to deliver exceptional results.
• Takes control of projects, meetings, and calls, by laying out a goal and aligning/inspiring stakeholders to reach this goal.
• This position requires conducting business operations across the Latin America region. To perform the essential functions of this role, fluency in both English and Spanish is required.
  
  

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.