Address
Form of work
SalaryMANAGER, RESTAURANT SYSTEMS SUPPORT
WINGSTOP RESTAURANTS, INC.
ROLE PROFILE OVERVIEW
ROLE TITLE
Manager, Restaurant Systems Support
ROLE LOCATION
GSC
REPORTS TO NAME
TEAM
IT
REPORTS TO TITLE
Director, Global Restaurant Systems Support
ROLE PROFILE DESCRIPTION
Ä FULL-TIME
ð PART-TIME
___40+___
HOURS PER WEEK
ð CONTRACTOR
ð INTERN
Ä EXEMPT
ð NONEXEMPT
WHO WE ARE
We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.
Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.
YOUR IMPACT
Wingstop is looking for a Manager, Restaurant Systems Support to join our growing team. This role will own and lead the Global POS Support Desk (both in-house and out-sourced levels) and the POS administration team (NCR Aloha/NBO/Salesforce). This individual will partner with our Brand Partners (franchisees) and manage day-to-day aspects of 3rd Party Partner relationships to ensure operational excellence and uptime SLAs for the POS, Kitchen Solutions and BackOffice systems for our 2000+ global restaurants; support the smooth opening of new restaurants; and drive process and platform improvements to deliver improved service and functionality to restaurant operators.
This role will be responsible for the lifecycle management of the restaurant software and hardware as well as the associated rollouts and refreshes.
This individual partners with their peers to meet business objectives, but still has a hands-on approach with the technical and operational teams and influences our 3rd Party Vendor Partner relationships. You will be responsible for interfacing with cross-functional stakeholders to translate business objectives into priority-setting with your teams, driving process improvement across both teams, and building and managing relationships with Brand Partners. You will manage a mix of internal resources and 3rd Party Vendor Partner resources.
WHAT YOU’LL DO
- Deliver exceptional support and scaled restaurant technology strategy and solutions, bringing industry thought-leadership and a collaborative approach to working with others.
- Provide operational and technical leadership for the Restaurant Systems Support Desk team and Restaurant Systems Administration team, including hiring and mentoring talent.
- Collaborate with and facilitate priority setting across a diverse, cross-functional team to deliver Restaurant Systems updates needed to drive business objectives.
- Lead the planning, development and execution of multiple, simultaneous small to large projects, in coordination with internal department heads and vendor resources where applicable.
- Lead day-to-day direction-setting and execution for the team, effectively balancing projects, small enhancements, upgrades and support items.
- Work with vendors and cross-functional resources to deliver projects, resolve issues, achieve budget requirements, and manage the application and hardware lifecycle
- Partner with Development and Operations teams on New Restaurant Openings ensuring hardware and software are always available and on time to open new sites.
- Provide thought leadership and process reengineering to improve processes and make the teams more efficient.
- Build relationships with and serve as an escalation point of contact for Brand Partners.
- Other duties as assigned
ESSENTIAL SKILLS
- Excellent written and oral communication skills
- 8+ years experience planning, leading, and executing transformational projects and distributed system rollouts.
- 5+ years experience leading multiple, medium-sized projects from planning through rollout, including coordinating efforts across business users, technical teams, and vendors.
- 5+ years’ experience overseeing service desks / teams utilizing ticketing systems to deliver excellent service within SLAs
- Experience with NCR, Aloha, NBO and Salesforce or proprietary/custom POS software preferred but not required.
- Relevant experience in a distributed/multi-location chain business, such as restaurant, retail, hospitality or call centers
WHO YOU ARE
HUMBLE: You feel there is always opportunity to further your personal and professional growth. You are an ongoing learner who exhibits an insatiable curiosity and a interest in self-improvement. You preferably have a Bachelor’s degree in MS/MIS, CS or Business-related field and a minimum 10 years of information technology work experience.
HUNGRY: You have a fire in you to keep pursuing excellence, particularly in a fast-paced, dynamic, team-oriented environment. You have strong business acumen and analytical skills with exceptional follow-up and sense of urgency
SMART: You have a high degree of emotional intelligence, an exceptional ability to convey ideas and gain alignment among others, and the aptitude to apply sound, strategic thinking to address a variety of business circumstances.
SERVICE-MINDED: You consider others at every turn by exercising your responsibilities in an energetic, proactive and organized way. You have a collaborative leadership style, with clear capacity to influence and cultivate trusting relations cross-functionally
ENTREPRENEURIAL: Ability to lead cross-functional teams and direct reports – focus on career development for team members.
AUTHENTIC: Desire to Influence and empower at all levels of the organization that drives results and create a culture consistent with the Wingstop Way.
FUN: Ability to form strong working relationships with Wingstop team members, supplier partners and the brand partner community
A DAY IN THE LIFE
So, what does ‘all in a day’s work’ look like to a Wing Expert in this role? Your day could shape up somewhat like this:
- Frequent use of a computer and other technology essential to the successful completion of your everyday role responsibilities.
- Frequent use of mental energy while expressing or exchanging ideas and information with cross-functional colleagues, brand partners, and extended Wingstop team.
- Routine need to shift priorities among simultaneous projects, while upholding quality and sense of urgency.
BENEFITS
FLAVOR PERKS:
- Unlimited paid time off for exempt employees
- One paid volunteer day of your choice
- Competitive bonus structure for eligible roles
- Team member stock purchase plan
- Health savings or flexible spending account options
- 401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation)
- Comprehensive medical, dental, and vision benefits
- Basic life and AD&D insurance provided
- Pet insurance
- Education Assistance
- Wellness reimbursement program
- Paid maternity and paternity leave
FUN IS THE BEST FLAVOR:
- Lunch provided every Tuesday and Thursday in office
- Work from home Fridays
- Discount on Wingstop gift cards
- Discounts at Under Armour, FitBit, NFL, and NHL
- Discounted onsite dry cleaning
- Discounted onsite car detailing
- Onsite game room and patio
Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
