Digital Platform Lead

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 OVERVIEW

Direct and control all work activity involving the implementation and execution of mobile and digital technologies (fan facing and in-store) that ensure our ability to compete in the QSR industry, including testing and deployment of the DQ Mobile App, and web-based ordering.

Responsible for ensuring the stable operation of Mobile app, DQ Websites, EPOS, and other digital ordering technologies. This includes full-life cycle development (planning, developing, installing, configuring, maintaining, supporting, and optimizing).  Responsible for the successful integration of the in-store and fan-facing technology into the daily operational and management routines within restaurants throughout DQ system.  Responsible for managing key partner relationships that provide services to IDQ and its franchisees.  Provide support to IDQ corporate, franchisees, and field support staff on technology-related issues that involve hardware, software, connectivity, process, and data-related issues. Collaborate with a team of support specialists.

Primary Accountabilities

Lead and deploy execution plans for Digital Technology:

• Research and drive the selection, development, customization, and placement of technology solutions.
• Analyze industry best practices and trends to determine new opportunities for store-level technology. Actively keeps abreast of digital technology industry trends.
• Collaborate with cross-functional teams on feature roadmap for technology products based on business opportunities as defined by our business partners and vendor partners.
• Evaluate and articulate business partners' and franchisees' needs and opportunities for technology-based products and services. Author detailed product requirements and specifications as needed.
• Develop project plans and provide guidance to platform team to achieve effective release management for the ongoing development of systems (design, coding, and unit testing, providing test script cases and business requirements for the software development process).
• Identify and enforce system standards for digital platforms and manage the interface efforts between all components of the platform (hardware, software- POS & back office, mobile app, websites, enterprise, data extract/polling, peripherals).
• Ensure the technology team employs disciplined approaches for the documentation of workflows, implementation strategies, platform conversion methodology, and system configuration (hardware & software).
• Manage and control the deployment and installation process for ordering platforms and in-store technology.
• Manage digital development groups (internal/external), the programming, and ongoing analysis of all related software applications connected with the technology platforms deployed in restaurants and those connected with data warehousing and reporting.
• Manage Issue Management and Change Control processes defined within the process control documentation.
• Create and maintain detailed documentation for workflows, implementation strategy, platform conversion methodology, and system configuration (hardware & software).
• When needed, provide frontline support to all operators, field force, and internal customers. Assisting and providing technical support in the deployment process for digital platforms that may be implemented at IDQ.

Relationship Management – Internal and External Relationships:

• Liaison to Technology Vendors regarding product features and planned enhancements. Responsibilities include but are not limited to:
• Ensure alignment between vendors and members of corporate through quarterly meeting updates, etc.
• Ensure prioritization of current issues
• Definition of scope of releases including coordination of internal teams within release management processes
• Responsible for management of Franchisee/Business Consultants Enhancement Requests by responding to specific requests and coordinating within existing enhancement lists for proper prioritization
• Lead focus group meetings quarterly or more often as needed
• Liaison to business-lead projects for initiatives that affect retail technology development solutions.

Other:

• Present meaningful and timely updates to various audiences, including corporate leadership, franchisee leadership councils and corporate employees, as appropriate.  Collaborate with other business groups and project staff to ensure effective communication, while monitoring for systemic issues and concerns that need attention.  
• Work with Training Dept. to review and update training curriculum for various constituencies.
• Appropriately partner with IT Department to leverage current knowledge of platforms, software, etc. in a manner that best informs the analysis and needs assessment process.
• Attend appropriate industry forums and similar trade shows to keep abreast of existing and emerging retail technologies.

Education and Qualifications:

• Bachelor’s Degree, or equivalent combination of education and work experience, with a technology emphasis.
• 7+ years of progressive and relevant experience, preferably in the retail technology industry with a major food industry brand.
• 3+ years of experience leading mobile and digital platform teams that interact with and manage third-party vendors.
• Experience with implementation and technical support of digital ordering platforms (mobile ordering, web ordering, order at the table, kiosks, remoter ordering, etc.)
• Strong knowledge and understanding of EPOS systems (PAR Brink and Oracle Simphony preferable), iOS and Android devices/operating systems, UI / UX guidelines, and best practices.
• Knowledge of PCI compliance and payment technologies.
• Technical knowledge of Mobile technology interfaces with in-store EPOS systems.
• Must be very familiar with the deployment of mobile apps and digital applications across multiple platforms and enhancing application elements over a sustained period.
• Skill in defining program objectives and establishing technology standards, policies, and budgets
• Experience effectively managing technology vendors and negotiating technology contracts.  
• Experience in evaluating programs and thinking strategically about future directions for Technology.
• Ability to adapt quickly, stay abreast of emerging technologies and self-learn
• Ability to collaborate on projects and work efforts within cross-functional teams.
• Excellent verbal and written communication skills, including presentation skills.
• Strong customer service experience.
• Advanced computer skills, with an ability to utilize software such as MS PowerPoint, MS Word, and MS Excel to prepare and deliver presentations.
• Ability to travel. Occasional travel is required to help support store openings and technical support.

All your information will be kept confidential according to EEO guidelines.   You must be work authorized in the United States without the need for employer sponsorship.

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.

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