Manager, Digital & Tech Guest Care Innovation, BK, US&C

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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 Digital & Tech Guest Care Innovation 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 Operations, Guest Care, 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.

RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week.

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.

Key Responsibilities:

• Serve as the primary operations point of contact for next generation Guest care initiatives and service improvement programs across Burger King restaurants.
• Partner with Operations, Training, and cross-functional teams to identify new systems that drive an elevated Guest experience, enable quick restaurant responsiveness and drive operational resolutions to 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 rollout 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 implemented solutions.

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.

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.