Senior Analyst, Restaurant Safety Support

About the role

As the Senior Analyst, Restaurant Safety Support (SSR), you will play a key role in supporting restaurant operations by providing guidance and oversight related to employee illness, restaurant emergencies, and other escalated situations. You will help ensure the SSR team consistently executes established protocols while delivering timely, accurate, and effective support to Operations. This role will leverage ServiceNow and Five9 to manage workflows, monitor team performance, identify trends, and drive operational efficiencies.

As a system subject matter expert, you will also support the testing, development, and implementation of ServiceNow enhancements designed to improve the team member and operator experience. The Senior Analyst will lead training, quality assurance, and ongoing team calibration, identifying coaching opportunities and helping establish consistent service standards across SSR.

This role will also partner closely with Field Leaders, Team Directors, Regional Vice Presidents, medical staff, and cross-functional Support Center teams—including Facilities and Property Management—to effectively manage escalations and minimize disruption to restaurant operations and the guest experience. Through strong operational oversight, cross-functional partnership, data-driven insights, and continuous improvement, the Senior Analyst will help strengthen SSR’s ability to protect the safety of our guests and crew while providing a high level of support to the business.

Responsibilities

• Leads team training, development, and calibration, while managing the QA program to ensure consistent service standards, identify coaching opportunities, strengthen performance, and drive continuous improvement.
• Partners with FLs, TDs, RVPs, and cross-functional leaders to manage escalated situations through resolution.
• Ensures escalation protocols are consistently and appropriately executed, driving accountability and timely resolution.
• Manages day-to-day team operations and performance using Five9 reporting and insights to improve efficiency, accountability, staffing decisions, and service levels.
• Manages critical operational processes, including outages and closures, ePOPs, store hours, and RDM, ensuring accuracy and timely execution.
• Serves as the team’s system subject matter expert, partnering with cross-functional teams to support the testing, development, and implementation of ServiceNow enhancements that improve functionality, efficiency, and the user experience.
• Provides reporting, data, and operational insights to business partners and leadership as needed to support decision-making.
• Provides direct SSR Hotline support by receiving calls as business needs require.

Requirements

• B.A./B.S., or equivalent in education and experience required
• 3–5 years’ experience in restaurant operations, operational food safety, restaurant leadership
• 1–3 years supervisory experience preferred
• ServSafe or equivalent
• CP-FS or equivalent preferred
• Excellent verbal and written communication skills

Pay

A reasonable estimate of the current base pay range for this position is $67,000.00–$95,500.00. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education.