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.

We have an exciting opportunity available for a Sr. Manager, Operations Support based out of our corporate office in Bloomington, MN.  This role 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. May supervise 1-3 coordinators, depending upon focus area of the role.

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.

• Support the implementation and sustainment of digital change initiatives, mobile applications, digital roadmaps, and product launches; partnering with cross-functional teams to ensure adoption and seamless execution through training, communication, technology, and guidance; working with cross-functional teams on strategy execution; facilitating alignment between teams within different workstreams working across digital space determining and supporting resource requirements; building strategies and providing recommendations and process improvement plans that facilitate market share growth and adoption of digital products
• Drive omni-channel performance and efficiencies by collaborating with stakeholders to obtain market research and data; reviewing key performance indicators (KPIs) (for example, customer satisfaction scores, wait time, sales, product quality) and building action plans to improve performance; researching, evaluating, and analyzing data (for example, competitor insights, root cause analysis, industry benchmarks); identifying and analyzing operational gaps; developing and implementing solutions to improve program and process metrics; leading process improvement projects; utilizing data to provide insights and to shape process improvement plans to facilitate a seamless customer mobile experience through delivery services, curbside, in-store and drive-thru.
• Drives store level efforts for omni-channel adoption and store level customer interactions; providing guidance to corporate and store level operations to enable omni-channel service and product adoption initiatives (for example, technology walkthroughs, team knowledge level assessments, promotion of available services); providing teams with tools and resources to grow wallet share for omni-channel services and products
• 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 (supply chain, corporate communications, field 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 Duties as Needed:

• Lead the Creation of Operations Technical Tools and Solutions. Responsible for maintaining subject matter expertise on all technical tools used by Operations leadership and field staff, such Cost of Goods (COGS) and labor tool kits. Gather business requirements for such tools, translate these into technical specifications and liaise closely with Information Technology staff through tool prototypes, testing, and rollouts.
• Provide clear and relevant project updates or training during BC Webinars, Operations Leadership meetings, Supply Chain Advisory Council Franchise Advisory Council and various sub-committees as needed.
• Special assignments and other duties as needed.

Education/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.

Accountability and Drive for Results

• Demonstrated ability to 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, breaks down work into steps; anticipate and adjust for problems and
• evaluate results.
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within a
• deadline-driven environment.
• 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 project 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 project 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.

Managerial Ability

Ability to:

• Build a competent team with skills that are relevant to the needs of the business. 
• Establish clear performance expectations and monitor results on an ongoing basis.
• Actively coach employees to develop their skills and abilities.
• Regularly provide feedback on employees’ strengths and when they are performing well as well as on areas to develop.  
• Initiate appropriate corrective action head-on, in a timely manner.
• Conduct regular and productive employee meetings.
• Regularly reward and recognize employees’ accomplishments and efforts.

Preferred Qualifications

• Experience working in QSR multi-unit franchise operations or training.
• Certifications in project management is a plus.

The US national base salary range for this position is $84,270- $103,231. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

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 3 collaboration days a week.  Additional in office time may be required to support team/project needs.  

Inclusion & Belonging

We are committed to creating a culture of inclusion and belonging for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work, and where we recruit, engage, and retain employees, franchise owners, and suppliers based on qualifications and merit. We strive to maintain an environment where everyone feels welcome.

IDQ is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members. You must be authorized to work in the United States without the need for employer sponsorship.