Supporting corporate and franchise operations with restaurant technology process, issues, and escalations. Overseeing vendor governance to ensure franchise restaurant technology issues are being addressed in timely manner and serves as an escalation point for franchisees and field ops.• Tracking issues, identifying trends, and working with multiple vendors to support 200K+ tickets annually to find gaps in process and roll out self-service tools.• Develop PowerBI scorecard reporting to… Show more Supporting corporate and franchise operations with restaurant technology process, issues, and escalations. Overseeing vendor governance to ensure franchise restaurant technology issues are being addressed in timely manner and serves as an escalation point for franchisees and field ops.• Tracking issues, identifying trends, and working with multiple vendors to support 200K+ tickets annually to find gaps in process and roll out self-service tools.• Develop PowerBI scorecard reporting to assist with improving performance by watching overall trends across Corporate and Franchisee locations.• Collaborate with internal and external teams to understand brands technology footprint and establish, support, and communicate strategic direction based on Operator Feedback, Analytics, and by working cross-functionally with multiple levels of leadership.• Provide technical and analytical guidance and recommendations to senior leadership.• Conducts meetings or specific training necessary to assure adherence to newly established process for vendors, franchisees, and stores.• Serves as a point of contact for franchisees and vendor escalations.• Continues to maintain knowledge around emerging technologies and trends in operations management. Show less

Led development of District Managers and Store Leaders to boost engagement and productivity with field technology across the south and southwest markets. Oversaw testing, rollout, and daily usage of field technology for over 2.5K stores.• Managed 30+ projects yearly at various stages of development that helped boost awareness, engagement, and sales / profits for multiple teams across all brands.• Supported development of training materials used companywide, which led to 40% reduction in… Show more Led development of District Managers and Store Leaders to boost engagement and productivity with field technology across the south and southwest markets. Oversaw testing, rollout, and daily usage of field technology for over 2.5K stores.• Managed 30+ projects yearly at various stages of development that helped boost awareness, engagement, and sales / profits for multiple teams across all brands.• Supported development of training materials used companywide, which led to 40% reduction in store support calls for level-1 troubleshooting.• Analyzed data to identify and track strategic improvements and results that led to 60% reduction in password reset tickets. Show less

Executed all administrative duties for 6 regions. Maintained and balanced regional travel budgets. Trained 8 regional assistants on job duties and company procedures.• Generated reports and portfolios to track business analytics, which led to profits quarterly / yearly.• Piloted video conferencing as a stretch assignment for HQ, enabling teams to host virtual meetings across the country and allowing leaders to visit all locations in 1 day vs only being able to visit 1-2 locations due to… Show more Executed all administrative duties for 6 regions. Maintained and balanced regional travel budgets. Trained 8 regional assistants on job duties and company procedures.• Generated reports and portfolios to track business analytics, which led to profits quarterly / yearly.• Piloted video conferencing as a stretch assignment for HQ, enabling teams to host virtual meetings across the country and allowing leaders to visit all locations in 1 day vs only being able to visit 1-2 locations due to drive time, which reduced expense of hotel and mileage.• Assumed responsibility for stretch assignments for brands and HQ, maintaining a significantly above target (SAT) rating on yearly job reviews. Show less

Developed store strategies for expanding traffic and profitability. Met sales goals by training staff to be proficient with jobs while providing feedback that generated elevated levels of satisfaction with internal and external customers. Managed store employee performance and identified growth opportunities for a staff of 50+.• Held regular staff meetings and ensured up-to-date training on plan, which drove business success.• Addressed employee and customer concerns and conducted the… Show more Developed store strategies for expanding traffic and profitability. Met sales goals by training staff to be proficient with jobs while providing feedback that generated elevated levels of satisfaction with internal and external customers. Managed store employee performance and identified growth opportunities for a staff of 50+.• Held regular staff meetings and ensured up-to-date training on plan, which drove business success.• Addressed employee and customer concerns and conducted the staff evaluation process, which led to top performance of internal and external customer service results and growth in comp sales. Show less