Manager, Restaurant Technology Operations

About the role

We're seeking a Manager, Restaurant Technology Operations to oversee our restaurant technology ecosystem, including POS, back-office, and Smart Kitchen systems. Reporting to Restaurant Technology leadership, this role manages vendor relationships, supports system readiness, and drives continuous improvement.

Responsibilities

• Lead day-to-day operational support for restaurant technology platforms, ensuring system stability, performance, and issue resolution.
• Manage technology vendor relationships, service levels, escalations, and performance reviews.
• Serve as the primary escalation point for critical incidents and drive timely resolution across internal teams and external partners.
• Cookordination technology readiness for promotions, limited-time offers, menu updates, and new product launches.
• Oversee Smart Kitchen and KDS support, system enhancements, and operational improvements.
• Develop and maintain operational scorecards, KPIs, and reporting to provide visibility into system health, vendor performance, and support effectiveness.
• Lead restaurant technology readiness for new restaurant openings, transfers, and major system deployments.
• Manage hardware installation projects and lifecycle planning across the restaurant fleet.
• Partner with business stakeholders to communicate system updates, planned maintenance, and operational impacts.
• Develop and maintain documentation, runbooks, operational procedures, and support processes.
• Drive continuous improvement initiatives that enhance efficiency, scalability, and operational excellence across the Restaurant Technology function.
• Lead and develop team members while fostering a culture of accountability, collaboration, and continuous improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent combination of education and experience.
• 5+ years of experience supporting restaurant technology, retail technology, or hospitality systems.
• Experience with POS, back-office, Smart Kitchen/KDS, or similar operational technology platforms.
• Proven experience managing technology vendors, service levels, escalations, and support operations.
• Experience coordinating system updates, promotions, menu changes, new product launches, or restaurant technology deployments.
• Experience developing operational reporting, KPIs, and performance scorecards.
• Familiarity with hardware deployments, new restaurant openings, and multi-location technology support.
• Experience using project management and documentation tools such as JIRA and Confluence.
• Working knowledge of networking, device management, and technical support processes.
• Experience working in Agile environments (Scrum, Kanban, etc.).
• Strong communication, problem-solving, and stakeholder management skills.
• Ability to manage operational priorities while driving continuous improvement initiatives.

Preferred Experience

• Experience with DevOps practices, automation, monitoring tools, or cloud environments (AWS).
• Experience in the restaurant or franchise industry.