(Hybrid) eCommerce Manager I

Position Summary:                                                                                                                          

This position will be accountable for managing the strategy and ongoing operational support for the Checkers & Rally’s Delivery & Order Ahead program. As part of the Marketing team the eComm Manager will be responsible for the staffing, management and success of the Delivery Help Desk that offers trouble-shooting for 1st and 3rd party eCommerce platforms to franchise and company-owned restaurants in the system. This team is also charged with coordinating and overseeing new restaurant launches and transfers of ownership, managing issue logs with internal and external partners, and identifying operational efficiencies for corporate and franchise restaurants, including minimizing chargebacks. The Manager of eCommerce Operations will report to the Director of eCommerce and will manage the daily functions and deliverables of the eCommerce Support Specialist team.

This role will be responsible for cultivating strong relationships with key external partners (UberEats, DoorDash, GrubHub, Olo, etc.), restaurant operators, field leadership and cross-functional teams, working collectively to meet the business goals associated with the eCommerce channel.

Success in this role will require learning the business infrastructure of the Delivery & Order Ahead programs, providing consistent and effective support to both field operators and internal cross-functional teammates. This position will work closely with the Director of eCommerce and eComm Support Specialists to address and manage the issue logs and growth roadmaps for the channel, with a maniacal focus on program stability/up-time and operator satisfaction. They will be the subject matter expert when it comes to the launch process and program operations and partnership capabilities. This is a rapidly growing program that will continue to evolve as we grow the share of eComm orders and new products and revenue streams.  

Position Accountabilities:                           

• Manages a customer service oriented 24/7 Support Desk using external and internal resources.
• Defines and establishes the necessary processes, policies and procedures to ensure optimal efficiency in problem and ticket resolution.
• Provides summarized reporting to the leadership team concerning ticketing trends and issues.
• Serves as the liaison between the restaurants and the Marketing Team for all issue escalations and ensures proper resolutions with root cause analysis.
• Documents and maintains a centralized knowledge base that serves as the foundation for problem resolution.
• Collaborates with other Marketing and IT staff to ensure escalations are managed according to approved SLAs.
• Manages the Delivery Launch and Transfer Process: scheduling, communication, pre & post launch support, training, and internal tracking documents
• Work closely with Training & Operations to ensure operators and field teams are knowledgeable about the Delivery & Order Ahead programs and are able to execute the programs to company standards on a daily basis
• Continually monitors error reporting to ensure program uptime and stability
• Work closely with restaurant operators on KPIs – driver wait time, missing & incorrect/refunds, guest ratings to optimize sales and operational performance
• Manages the Issues log associated with eCommerce channels
• Leads the execution and communication on platform enhancements
• Identifies opportunities for process and reporting improvements
• Oversees the day-to-day tasks and deliverables of the eCommerce Support Specialist

Performance & Success Measures

• The on time launch and operational readiness of planned launch locations
• Meeting and/or exceeding the operational goals associated with the program (Driver Wait Time, Missing/Incorrect % and Overall Satisfaction)
• Meeting uptime standards for locations that are already live
• Reduction in total errors/tickets across the entire system
• Ability to partner with highly cross functional team to ensure program success
• Meeting internal SLAs for response and resolutions for company and franchise locations
• Achieving the Orders Per Restaurant Per Day goals that are tied to the program
• Willing and able to quickly learn both proprietary and new vendor software functionality, especially menu management tools

Experience

•  4+ years of Helpdesk experience with demonstrated ability to work under pressure with a high degree of integrity and customer focus
• Possesses an understanding of franchisee / multi-unit retail environments targeting consumers
• Experience with companies that drive an eComm platform such as OLO, DoorDash, Google, UberEats, and GrubHub
• Experience in working with NCR/Aloha POS systems is a plus
• Experience working on process improvement initiatives for large companies
• Creating KPI’s and SLA’s to meet business objectives based on scope or project.
• Proven analytical skills including effective use tools such as Excel to prove a business case
• Ability to consistently deliver results in an autonomous environment, despite competing priorities and distractions

Essential Physical Requirements

• Ability to travel up to 15% of the time
• Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
• Ability to frequently use hands to finger, handle or feel.
• Ability to Travel may be required to attend off-site training, meetings and seminars.
• Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation.
• Ability to lift and/or move up to 20 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

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