Sr. Manager, Restaurant Support

The Zaxbys Support Center is looking for a Sr. Manager, Restaurant Support to join the IT Restaurant Support team. The Sr. Manager, Restaurant Support is responsible for leading the technical support organization for our franchised Zaxbys restaurants across 18 states in the US. This role oversees the strategy, service delivery, and quality for our internal and external technical support teams. The Restaurant Support teams own the proactive and reactive resolution of technical problems and service requests, with this role exercising supervision of both our outsourced level 1 and internal level 2 support teams, in addition to various other partner-owned support organizations.

This role will be pivotal in defining requirements and vision for our Field Support organization and enabling a scalable and manageable Field Support model for our franchisee-organizations. He/she will define our SLAs and governance model, reporting out on key metrics of the desk, and exhibiting a business ownership in creating a professional and mature support organization. He/she will work with counterparts in Restaurant Systems and Restaurant Technical Product to define roadmaps, priorities, and innovation within the restaurant technology stack.

As we continue to grow, our strategies have set us up for success to be the top offering

in Chicken Fingerz, Boneless Wings and Zalads. We'd love to have you as part of our team!

This position is based in Atlanta, GA area and allows for a hybrid work schedule that includes 3 in-office days per week.

Benefits Include:

• Medical, Dental and Vision insurance
• Company-paid Short and Long-Term Disability insurance
• Company-paid Basic Life and Critical Illness insurance
• 401K participation with Company match
• 50% off meal discount at company-owned locations
• Child Care Assistance
• Education Assistance Program
• Parental Leave
• PTO and Company Holidays

ESSENTIAL JOB FUNCTIONS

Essential duties may include but are not limited to the following:

• Provide strategic leadership for the technical support teams and act as the technical Support process owner.
• Foster a collaborative, customer-centric approach within the support organization.
• Collaborate with stakeholders (Systems, Product Management, Field Operations) to align technical support strategies with business needs.
• Identify and integrate emerging trends and best practices in technical support.
• Collaborate on the deployment, maintenance, and enhancement of technical support tools and technologies.
• Ensure secure, efficient, and consistent support processes and procedures.
• Develop cross-departmental feedback loops with Field Operations, Systems, Corporate Support, Digital, and Product Management teams.
• Define and monitor KPIs for technical support effectiveness, contract adherence and implement continuous improvements.
• Foster a culture of continuous learning and professional development within the technical support team.
• Collaborate to improve operational processes and reduce business costs.

KEY COMPETENCIES

• Ability to communicate effectively with end-users and both technical and non-technical personnel
• Excellent problem-solving skills and very organized
• Mentorship/leadership mentality to develop and enrich individuals in their career goals
• Desired experience supporting/managing Par, FreedomPay, FreshDesk, QSRAutomations, Acumera Network and general restaurant technology platforms
• Knowledge of commonly used concepts, practices, and procedures within this area

EDUCATION AND EXPERIENCE GUIDELINES

• Education: Bachelor's degree in Information Technology or related field; OR equivalent combination of education and experience
• Experience: 5+ years of related experience; previous QSR-brand in heavily franchised environments experience a major plus

SALARY RANGE

$100,000 - $130,000

Zaxby's Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.