Senior Manager Operations Support

Company Description

Since 1940, Dairy Queen has been one of the world's best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.

Job Description

We have an exciting opportunity available for a Senior Manager Operations Support located at our corporate headquarters in Bloomington, MN. The Senior Manager Operations support effortlessly operates at both a strategic and a tactical level, partnering with U.S. Operations, Concept Support Services, Retail Technology, Information Technology, International Operations, and other stakeholders. Manages complex Operations-related strategic initiatives and projects, often those with a technical component, keeping initiatives on track for timely and successful completion, and identifying/driving the resolution of issues and decisions.

Key Accountabilities Include:

Strategic Initiative and Project Management/Leadership:

• Effectively and independently lead and manage Operations-related strategic initiatives and projects within scope and budget. Being strategic about project management is a key skill set; this leader is expected to be constantly evaluating whether a particular project or direction is the right way to proceed, how do we make processes and tools better versus simply maintaining, and thinking ahead at the business needs for their particular area of responsibility.

• Develop procedures, track results and monitor activities of Pilot programs created for the Operations division. Analyze available data to interpret if desired outcomes were achieved. Provide strategic recommendations to Department Heads. Upon completion of Pilot program, oversee the maintenance and enhancements of the program going forward.

• Independently and effectively create and manage project plans, expectations, scope, and timelines, as well as key stakeholders, project milestones, decision makers, success metrics and communications. Ensure that all affected parties are informed and in support of the proposed direction and plan.

• Serve as the first line of communication with the IDQ field teams on assigned projects and strategic initiatives. Troubleshoot and recommend courses of action to resolve identified field-related issues.

• Demonstrate initiative, strategic insight and planning skills, by independently and proactively identifying issues and potential project-related problems, bringing together appropriate decision makers, suggesting resolution options when appropriate, and ensuring that the right decisions are made.

• Create templates for project updates and scorecards. Oversee the distribution and monitoring of reports and progress for assigned initiatives. Brief management on status, risks and mitigation steps.

• Be the foremost subject matter expert on navigation and use of internal technology solutions. Utilize solutions to generate relevant and prudent information enabling field operations and other cross-functional teams to track, monitor, and analyze toward establishing business decisions and solutions.

• Consistently evaluate systems and processes, identifying areas to gain efficiencies and establish plan of build-out and deployment, maximizing organizational effectiveness.

• Work in collaboration with departments across the organization (retail technology, supply chain, corporate communications, curriculum, equipment, marketing, etc.), providing resources as needed on special projects or unforeseen issues.

• Analyze, develop, and track important company metrics against goals and providing timely and accurate reporting to company leaders.

• Create scalable and repeatable reporting processes by leveraging resources, technologies, and data analytics; continually exploring opportunities to improve through automations and efficiencies.

Other Assignments as Needed:

• Analyze market trends and incorporate strategic vision to create and oversee operational programs. Develop and monitor programs over multi-year timelines.

• Research various operational related issues and questions that arise from the Operations executive team. Provide recommendations and guidance as needed maintaining alignment with the Operations strategic roadmap.

• Respond to communications from customers and franchisees regarding operational issues in a timely manner.

• Special assignments and other duties as needed per the direction of Director or VP of CSS.

• Provide clear and relevant updates or training during Operations, Supply Chain, and various franchisee sub-committees meetings, as needed.

Qualifications

• Bachelor's degree in Business, Communications or a related field, or equivalent combination of education and work experience.

• Track record successfully and independently managing operations strategic initiatives and projects, including independently creating plans and managing scope and budget.

• Must have a minimum of 7+ years of food service or retail operations project management or business analysis experience.

• Experience managing employees, ideally data analysts and/or project coordinators.

• Strong demonstrated ability to lead, coach and direct a team.

• Experience working within a franchisor organization (training or operations experience a plus), preferably a QSR brand at a multi-unit level.

• Strategic thinker with strong operational expertise in finding solutions for problems.

• Excellent written and verbal business communication skills.

• Strong analytical skills.

• Strong technical aptitude. Proficient in Microsoft Word, Excel, Power Point & Smartsheets, etc.

• Ability to work quickly in a fast-paced environment with frequent interruptions.

• Strong knowledge of the restaurant industry and of restaurant operations.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Benefits

Our benefit package supports the well-being of our employees and their families. Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more! To learn more about our great benefit offerings, Click Here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week. Additional in office time may be required to support team/project needs. Positions will be identified as "remote eligible" when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Our Commitment to Diversity, Equity and Inclusion

We are committed to creating a culture of diversity, equity and inclusion for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program. You must be work authorized in the United States without the need for employer sponsorship.