Digital Operations Lead (QSR)

SUMMARY:
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POSITION INFO:

The Digital Operations Lead is responsible for the digitization of in-restaurant processes and tools, driving the execution of digital transformation initiatives across restaurant operations. This role partners with Digital & Technology (D+T) teams (who own consumer platforms and core tech) to ensure seamless integration of digital tools for employees and franchisees, enhancing operational efficiency and experience.

This role oversees prioritisation, approval, and change management for digital operations initiatives in restaurants on behalf of the Ops function. All initiatives require this role's review before store rollout. Provide an Ops lens in support of Digital & Technology’s customer facing initiatives.

KEY RESPONSIBILITIES:

• Digital Strategy and Execution
  • Collaborate with D+T, engineering and operations teams to deliver scalable, secure, and innovative solutions
  • Lead the digitization of restaurant operations, including SOPs, improve adoption, uptime, and training, owning an Ops-led digital roadmap
  • Partner (not own) with D+T on App, Web, Aggregators, and customer-facing platforms
  • Ensure customer journey and experience is incorporated into design and testing phases of each digital solution led by D+T
• Performance and Optimisation
  • Monitor digital KPIs (Uptime, MTTR, adoption metrics) and ROI.
  • Oversee data analysis and reporting to optimize digital solutions performance and inform strategic decisions
  • Support franchisees with onboarding, training, and troubleshooting of digital tools
  • Talent Development: Mentor digital team members and support franchisee capability building
  • Communication: Translate complex digital concepts into actionable insights for diverse audiences
  • Business Acumen: Understand franchisee needs, market dynamics, and operational constraints
  • Influence & Collaboration: Partner across brands, markets, and global teams
  • Execution Excellence: Deliver high-quality digital solutions on time and within scope
  • Learning Agility: Stay current with tech trends and evolving digital ecosystem
• Innovation and Piloting
  • Champion innovation in digital operations, piloting new technologies and processes
  • Lead change management efforts to embed digital best practices across the organisation
• Team Management and Development

QUALIFICATIONS AND EXPERIENCE REQUIRED:

• Bachelor’s degree in business, Technology, or related field
• 5+ years in digital operations, preferably in QSR or retail
• Restaurant Technology i.e. Kitchen Display Systems (KDS), Kitchen Management System (KMS), and Change Management, Vendor/SLA Governance
• Strong stakeholder engagement, project and change management skills

COMPETENCIES/SKILLS REQUIRED:

• Sound Influencing, collaboration and communication skills
• Capability development, strategic thinking, risk identification and mitigation are key to the role
• Business and technology savvy
• Computer literate with working knowledge of PowerBI, MS Word, PowerPoint, Excel and Outlook are essential
• Sound management level planning, organising, leading and controlling skills. Should be self-motivated and disciplined
• Sound negotiating, communication and interpersonal skills
• Ability to formulate and analyse data highly regarded
• High work ethic in line with how the business operates