Job Description

About Restaurant Brands International:

Restaurant Brands International Inc. is one of the world\'s largest quick service restaurant companies with more than $35 billion in annual system-wide sales and ~30,000 restaurants in more than 100 countries. RBI owns four of the world\'s most prominent and iconic quick service restaurant brands \xe2\x80\x93 BURGER KING\xc2\xae, TIM HORTONS\xc2\xae, POPEYES\xc2\xae and FIREHOUSE SUBS\xc2\xae. These independently operated brands have been serving their respective guests, franchisees, and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

About the team

The International Technology Team ensures that our franchisees make the most out of our consumer-facing technology (web & mobile apps, delivery solutions, mobile ordering, loyalty modules, kiosk software, etc.) in our brands\xe2\x80\x99 key markets. As such, the International Technology Team ensures franchisees are leveraging our platform features successfully and growing their digital business.

This team consists of over 150 people in Europe, Latin America and APAC \xe2\x80\x93 mainly composed of Software Engineers, Product Managers, designers and digital specialists.

About the role

As a Digital Director, you will be our customers\xe2\x80\x99 main point of contact for technology matters. Your primary responsibilities include:

• Driving projects which help our markets\xe2\x80\x99 digital business grow (e.g. deploying RBI technology into existing/new markets, increasing home delivery coverage).
• Leading all our routines with customers and managing day-to-day interactions.
• Serving as the primary regional technology specialist to develop strong customer advocates within the company.
• Coordinating with our product & engineering, marketing, and guest engagement teams to ensure we prioritize the right digital initiatives with our customers (e.g. internal initiatives vs. customer requests).

• Assuming a consultative role in dealing with technical issues and interpreting applications needs.
• Introducing new features or versions of software to customers.
• Managing communications, timelines, and expectations with both customers and internal teams, including influencing decisions and conflict resolution.

Qualifications:

• Computer Science, Engineering Management, Business, or related degree.
• Minimum 5 years in a similar position or as a Technical Project Management / Consultant in technology-related areas in a customer-facing role.
• Proficient level of English, both spoken and written. Knowledge of Korean will be an advantage.
• Excellent interpersonal and verbal communication skills to coordinate with franchisees, team members, vendors, and management \xe2\x80\x93 both technical and non-technical audiences.
• Excellent written communication skills \xe2\x80\x93 crafting precise product requirements and writing self-service documentation.

Competencies:

• Strong technical background with a solid understanding of Scrum, release management processes, CRM platforms (i.e. Braze, mParticle, etc.) and eCommerce platforms.
• Analytical and problem-solving skills to be able to use software, explain it, and use its capabilities to solve clients\xe2\x80\x99 problems.
• Organizational and time management skills to keep projects on track and manage stakeholders \xe2\x80\x98expectations. Excellent project managing skills to start and finish projects successfully.
• You are expected to have a solid understanding of how our platform technology works to be able to project manage all our different initiatives autonomously.

We would love if:

• You have prior experience in customer support and/or technical onboarding
• Experience in fast-paced SaaS organizations with limited oversight and high accountability
• You have a strategic mindset and initiative to independently detect, propose and build solutions to grow our business line in different markets.
• You are familiar with Content Management Systems such as Sanity, Feature Flag tools like Launch Darkly, and Knowledge Bases like Confluence.
• You are familiar with tools such as Zendesk or have experience with any loyalty programs.
• Scrum or Agile certifications or PMP title.
• Background in e-commerce, Quick Service Restaurants or Food or FMCG industries

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI\'s policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

Restaurant Brands International