Manager, Digital & Tech Innovation for Guest Experience , Burger King, US&C

Manager, Digital & Tech Innovation for Guest Experience , Burger King, US&C Burger King - 3.3 Miami, FL Job Details Full-time 4 hours ago Benefits Paid parental leave Parental leave Qualifications Operational analysis Performance improvement leadership Engineering development testing Bachelor's degree in communications Quick service & fast food restaurant 5 years Program development Customer satisfaction tracking Bachelor's degree in business Operations transformation Scalable systems Product vision management Bachelor's degree in engineering Technology management Hospitality industry experience Team training System testing Hospitality Management Scalability Communications System development Product strategy Fast food restaurant experience Operational excellence initiatives Process improvement planning Customer satisfaction improvement Senior level Cross-functional collaboration Business Operations Full Job Description Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES®, and

FIREHOUSE SUBS

®. 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. RBI is committed to growing the

TIM HORTONS

®, BURGER KING®, POPEYES® and

FIREHOUSE SUBS

® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc. The Manager of Digital & Tech Innovation for Guest Experience is responsible for leading the development and implementation of new tools and solutions that elevate the Guest experience across Burger King restaurants. This role partners closely with Guest Care, Training, Franchisees, Technology, and Restaurant Teams to identify operational pain points, develop scalable support solutions, and drive continuous improvement initiatives focused on guest satisfaction, issue resolution, restaurant responsiveness, and team member and franchisee engagement and enablement. This role will focus on the development, testing and optimization of a new Guest Care tool that will transform the way Franchisees can interact and solve problems for our guests before handing the tool off to Guest Care Execution. The ideal candidate combines strong operational knowledge with a passion for innovation and field execution, ensuring Guest care solutions are practical, impactful, and successfully adopted across restaurants and support teams. RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

Key Responsibilities:

Serve as the primary operations point of contact for next generation and Guest care initiatives and service improvement programs across Burger King restaurants. This individual would own intaking ideas and designing the Guest Care pipeline and owning the product road map. Partner with Guest Care, Training, and cross-functional teams to identify new systems that drive an elevated Guest experience, enable quick restaurant responsiveness and drive operational resolutions to positive and negative Guest feedback. Support the development and implementation of new Guest care tools and processes designed to improve issue resolution, communication efficiency, and overall guest experience. Collaborate directly with restaurant managers, franchisees, and field teams to test, pilot, and optimize new Guest care solutions and workflows. Gather field feedback and operational insights to influence future enhancements and innovation priorities for guest care programs. Coordinate pilot planning, communications, training, and adoption strategies for Guest Care tools and operational processes. Monitor Guest feedback trends, service metrics, and operational results to evaluate effectiveness of pilot tests.

Qualifications:

Bachelor's degree in Business, Operations, Hospitality, Communications, Engineering, or related field preferred. 5+ years of experience in restaurant operations, Guest Care, customer experience, operational excellence, or field operations support. Strong understanding of quick service restaurant workflows and Guest experience drivers. Experience supporting operational process improvements, Guest Care initiatives, or service solution implementations. Ability to analyze operational and guest feedback metrics to identify opportunities for improvement. Strong communication and collaboration skills across operational and cross-functional teams. Proven ability to manage multiple projects in a fast-paced environment. Willingness to travel to restaurant locations as needed. #BurgerKing Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support. 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.