Digital Delivery Operations Manager
Procurement / Operations
Full Time
Welcome to Whataburger Careers!
Summary Description: This position will optimize and manage delivery operations through third-party platforms. Responsible for ensuring seamless and efficient delivery services with a focus on building strong partnerships with third-party delivery providers. Oversees all aspects of delivery operations, from order processing to delivery campaign tracking and customer support.Responsibilities:
- Cultivate and maintain strong relationships with third-party delivery providers to ensure alignment with brand standards and objectives.
- Oversee day-to-day delivery operations, including order processing, dispatching, and delivery tracking, to ensure timely and accurate delivery of orders.
- Provide training and support to restaurant staff and delivery partners on delivery procedures, customer service standards, and technology tools to ensure operational excellence.
- Monitor and enforce quality standards for delivery services, including food presentation, packaging, and delivery times, to uphold brand integrity and customer satisfaction.
- Leverage technology solutions, such as delivery management software and tracking tools, to streamline operations and enhance visibility into delivery operations.
- Develop contingency plans and protocols to address delivery issues, such as delays, order errors, and customer complaints. Implement corrective actions in a timely manner.
- Ensure compliance with local regulations, food safety standards, and delivery regulations for third-party delivery operations.
- Analyze delivery performance metrics, such as delivery times, completion rates, and customer feedback, to identify areas for improvement and implement corrective actions.
- Optimize delivery costs and expenses through efficient route planning, vendor negotiations, and cost-saving initiatives, while maintaining service quality.
- Assumes additional responsibilities as assigned.
Education:
- Bachelor’s degree or any equivalent combination of educational and work experience required
- Master’s degree preferred
Experience:
- 3+ years’ experience supervising others at various organizational levels, preferably digital experience and operations support teams
- 3+ years’ managing multiple third-party delivery (3PD) vendors
- Experience building marketing technology platform (online ordering preferred) and performance-based marketing
- 1+ years’ experience as project or program manager
Knowledge, SKILLS, AND ABILITIES:
- Proficiency in MS Office Word, Excel, Outlook, Power Point, and Visio (as applicable)
- Proficiency in Workday (as applicable)
- Ability to communicate, influence, and negotiate decisions while motivating assigned staff
- Ability to work in a team environment
Working Conditions/Travel Requirements:
- Expected to work the necessary time to satisfactorily fulfill job responsibilities
- Must be able to report to work timely and as required by operational/business needs
- Must be able to work a full-time schedule and work outside of normal business hours when necessary
- Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary
