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.

The right candidate for this role can effortlessly operate at both a strategic and a tactical level, partnering with Operations, CSS (concept support services), retail technology, marketing, R&D, finance and external vendor executives and stakeholders. Manages complex Operations-related strategic initiatives, existing business units, new market openings, information & data management (Q, KPI Reporting, business model), often initiatives with a technical component, keeping strategic initiatives on track for timely and successful completion, and identifying/driving the resolution of issues and decisions.

Working closely with International Concept Support Services, represents all International regions in managing and delivering field support programs and tools designed to assist the Operations, R&D, Training and Marketing groups with executing initiatives to achieve goals that ensure success within the QSR burger and treat segments. 

Principle Accountabilities Include:

Strategic initiative Management/Leadership:

• DQ of the Future - concepts development support
• Driving operational excellence and scale by ownership of and establishing goals and KPI’s related to PRIDE Evaluations systems, Project Q, Power BI Reporting, New Technology Initiatives, System Standards & Systems, Food Safety, Field Training implementation, Operations Communications, New Restaurants / Stores Performance Reporting, Franchisee Business Meetings.
• Manage and oversee Operations-related initiatives. Demonstrating critical thinking is a key skill set; expected to be constantly evaluating whether a particular plan or direction is the right way to proceed, make processes and tools better versus simply maintaining.
• Create and manage plans, expectations, scope, and timelines, decision makers, success metrics and communications. Ensure that all affected parties are informed and in support of the proposed direction and plan.
• Create templates for initiative updates and scorecards. Distribute and monitor reports and progress for assigned initiatives. Brief DQ Mgt. on status, risks and mitigation steps.
• Develop procedures, track results and monitor activities of Pilot programs created for the international 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. Create program training guides in support of IDQ Operations initiatives for use in the field.

Oversight for International CSS-related Strategic initiatives:

• Oversee Operations strategic initiatives. Monitor the progress and practice effective communication across the division.
• Gather feedback from Operation’s leadership, clearly define areas of opportunity and improvement. 
• Support creation of focus on the right priorities, eliminate roadblocks, and provide solutions to day-to-day problems the international team faces in pursuit of success.
• Implement plans to elevate and enhance existing Operations initiatives and resources, in a manner that is appropriately prioritized and balanced against the continuing needs of the international teams and franchisees.
• Serve as the primary WH & MENA Operations filter/consultant to the CSS Team. 
• Act as the foremost agent and reference for WH & MENA operational input that contribute to and enhance the work that is completed by the CSS Department. Proactively address operational realities and opportunities, be a champion of change & simplicity.
• Working closely with CSS, manage and coordinate the processes and routines for implementing Operations, Training, and Marketing Department programs for WH & MENA.
• Represent the WH & MENA Operations department in meetings with internal and external business partners to communicate the goals and perspective of the Operations department that are critical for executing strategic initiatives.

Other Assignments as Needed:

• Create Operations Technical Tools and Solutions. Responsible for maintaining subject matter expertise on all technical tools used by Operations. Gather business requirements for such tools, translate these into technical specifications and liaise closely with Information Technology staff through tool prototypes, testing, and rollouts.
• Special assignments and other duties as needed.

•  B.A. / B.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 including creating plans and managing scope and budget. A minimum of 7 - 9 years of food service or retail operations or business analysis experience is preferred.
• Experience working within a franchisor organization (training or operations experience a plus), preferably a QSR brand at a multi-unit level.
• Strong demonstrated ability to lead, coach and direct a team.
• Critical 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, Smartsheet’s, etc.
• Ability to work quickly in a fast-paced environment with frequent interruptions.
• Prior experience at the restaurant level with working knowledge of restaurant/store operations.
• Ability to travel up to 20% of the time without restrictions.
• Ability to work in a restaurant environment.

Accountability and Drive for Results.

• Demonstrated ability to work proactively and independently.
• Identify problems, gather relevant information and input from others, and offer realistic solutions. 
• Take the initiative to find solutions quickly and effectively.
• Plan ahead to achieve results, break down work into steps; anticipate and adjust for problems and evaluate results.
• Strong ability to multi-task and prioritize multiple strategic initiatives and requests simultaneously.
• Well organized with a high attention to detail and accuracy.

Change and Continuous Improvement:

• Demonstrated ability to challenge the status quo, be forward-thinking and to propose/drive improvements in processes and tools. Ability to generate new and viable ideas that will improve the CSS department’s effectiveness in operationally supporting the franchisee system.

Teamwork and Collaboration:

• Strong comfort and ability to build and maintain collaborative relationships and effective/engaged cross-functional initiative teams, and to effectively solve problems with others. Communications information and/or decisions to all necessary parties in a timely manner so they can make accurate decisions and do their jobs. Demonstrated ability to be a team leader, liaising effectively with colleagues in various departments, driving problems to resolution in an efficient yet collaborative manner.

Strategic Thinking

• Being strategic about initiative management and key deliverables expected of the administrative team is a key skill set; the Manager is expected to be constantly evaluating whether a particular 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.
• Proactively anticipates issues or problems within the scope of one’s role.

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

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.