Sr. Director, Restaurant Technology

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Information Technology
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FRA042 Requisition #
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The IT Manager, Restaurant Technology has enterprise-level responsibility for all technology aspects of CKE-owned and CKE-Supported Quick Serve Restaurants (QSR) across the Hardee’s and Carl’s Junior Brands.  The IT Manager, Restaurant Technology will act as the primary technology liaison for our Domestic Franchisees.  This role drives the selection, implementation and maintenance of restaurant technologies inclusive of POS Hardware, POS Software, Inventory and Labor Management Systems as part of an all-inclusive restaurant technology landscape.

Key Responsibilities

 

  • Serving as the enterprise subject matter expert (SME) for the CKE POS and BOH environment.

  • Building and managing the relationships with all key external POS and BOH technology providers and vendor partners, including statement of work and contract development

  • Developing and maintaining strong working relationships with key internal stakeholders and franchisee stakeholders at all levels to understand and address their business needs and concerns

  • Partnering with the CKE Restaurant Help Desk to provide first class support services to satisfy the needs of our customers

  • Serving as liaison to internal and external partners to ensure the prompt resolution of all issues and requests escalated to the POS/BOH team

  • Establishing and maintaining SLA windows and escalation practices for all critical systems and processes

  • Providing guidance and management for the creation of support, testing, and change management processes for the POS/BOH environment to minimize operational risk while providing maximum transparency to stakeholders

  • Ensuring all system changes are fully documented the appropriate user communities are trained prior to implementation and help desk turnover

  • Acting as the IT management lead for back office application projects and implementations where POS/BOH coordination is needed

  • Working as a key project team member under the guidance of our PMO to provide technical expertise with developing and implementing new requirements, including:

    • Assessing, mapping, and documenting new workflows

    • Providing liaison with suppliers and vendor partners on issues pertaining to routine and ad hoc maintenance, technical support and development

    • Working with other members the IT department to ensure that interfaces with non-POS/BOH applications and third-party products are properly designed, documented, and tested

    • Work with suppliers and vendors, and customers to implement new applications or new modules within existing applications

       

  • Identifying suitable new and emerging restaurant technologies, developing business cases and coordinating proof of concepts

  • Providing support outside core hours for extended support during project implementations when required by the business

  • Coordinating in a regular and structured manner with the Business Analyst, IT International to be sure that International efforts properly leverage CKE pricing and systems

  • Partnering with the CKE Director IT, Security and VP IT, Infrastructure to ensure reliable and secure restaurant connectivity, PCI Tier 1 compliance, and compliance with security best practices

  • Partnering with key departments outside of IT, such as Operations and Marketing, to define, establish and implement best practices and procedures for POS, back office operations, loyalty platforms (e.g., menu management, new items, coupons, redemptions, etc.)

Experiences and Competencies

 

  • Excellent communication skills (written and verbal), including facilitation and team leadership.

  • Self-starter, self-motivated and capable of working independently or within a team

  • Strong background in system development and implementation lifecycles

  • Strong organizational and time management skills and able to handle multiple projects and tasks

  • Positive attitude and ability to handle stress well in a highly changing environment  

  • Ability to develop and maintain positive business relationships and foster an environment of mutual respect, understanding, trust, and support

  • Ability to adapt and adjust planned work through analyzing work demands, competing priorities, and tight deadlines; and to understand the most effective and efficient means to accomplish tasks within the parameters of the organizational structure, processes, systems, and policies

Minimum Qualifications

  • Bachelor’s degree in Computer Science, MIS, or related field

  • 10+ years of experience with direct ownership of POS and back of house systems in a multi-unit retail environment (1000+)

  • 5+ years of vendor contract management and IT store/restaurant solution delivery

  • 5+ years working with relational database architecture, design, and reporting engines

  • Previous experience driving PCI compliance including audit preparation and remediation.

 

Preferred Qualifications

 

  • Master’s degree in Computer Science, MIS, or related field

  • 3+ years Quick Serve Restaurant (QSR) environment

  • 3+ years of experience with kitchen management systems and other QSR systems such as menu boards drive-thru timers, and order confirmation boards

  • 3+ years technology management experience in a franchisor/franchisee business environment

  • Application management with CrunchTime Labor and Inventory software

  • Application Management of Par Brink POS

 

 

 

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