Program Manager

Job Description

Job Description

Description:

Krispy Krunchy Foods is utilizing AI-enabled, data-driven business programs designed to create measurable improvements in operator performance, customer experience, and business growth. This role will lead the evolution of four strategic programs from early-stage capabilities to fully mature, self-sustaining systems that continuously generate insights, drive action, and improve business outcomes.

Working in partnership with business leaders, data engineering, technology teams, and a dedicated technical project manager, this individual will be responsible for transforming existing frameworks, data assets, and analytical models into scalable operational programs that deliver measurable value across KKC's network of approximately 4,000 locations.

The programs include:

Operator Profitability, leveraging transaction-level data to provide insights into menu mix, margins, sales patterns, labor utilization, and waste reduction opportunities.

Pricing & Promotion Optimization, enabling continuous evaluation and refinement of menu pricing and promotional strategies to maximize revenue, profitability, and customer engagement.

Operator Site Scoring, utilizing location, demographic, operational, and performance data to optimize new site selection, prioritize sales opportunities, and identify retention risks within the operator network.

Operator NPS & Sentiment Analytics, combining ongoing operator feedback with purchase and operational data to identify churn risk, improve operator satisfaction, and drive system-wide enhancements.

This position is not focused on building programs from scratch, as there are established foundational data sources, analytical frameworks, technology infrastructure, and implementation plans. The primary responsibility of this role is to accelerate execution, enhance existing capabilities, and guide each program through a defined maturity model from Foundational to Capable and ultimately Compounding.

• Lead the advancement of four strategic programs through defined maturity stages, progressing from Foundational to Capable and ultimately Compounding by achieving established stage-gate criteria, performance metrics, and program milestones.
• Design, develop, and implement AI/ML-driven analytics solutions to support business decision-making, including operator profitability analysis, pricing and promotion effectiveness, churn prediction, and sentiment/theme analysis of customer and operator feedback.
• Partner with Data Engineering and Technology teams to enhance and expand enterprise data capabilities across multiple platforms and data sources, including Snowflake, Salesforce, distributor and order management systems, Learning Management Systems (LMS), and field operations data.
• Establish, monitor, and communicate key business performance indicators, driving data-informed actions that improve organizational outcomes such as same-store sales growth, operator retention, revenue per location, and Net Promoter Score (NPS).
• Collaborate closely with cross-functional leaders across Operations, Finance, Strategy, Marketing, and Technology to align business objectives, prioritize initiatives, and deliver measurable program results.
• Develop and deliver recurring executive-level reporting, insights, and presentations, including quarterly business reviews, NPS analyses, pricing and promotion performance assessments, Monthly Business Reviews (MBRs), and Board-level materials, supported by compelling data visualizations and strategic recommendations.
• Proactively identify, assess, and mitigate program risks, dependencies, and obstacles, driving resolution plans and escalating issues as necessary to maintain program momentum.
• Facilitate alignment and decision-making among stakeholders with diverse objectives, balancing competing priorities to achieve enterprise-wide goals.
• Support organizational change management efforts related to program implementation and adoption, including stakeholder communications, training strategies, field team enablement, and accountability frameworks.
• Establish scalable governance practices, reporting structures, and operating rhythms that align with each program’s stage of maturity while maintaining a focus on agility, efficiency, and business value.

• Bachelor's degree in Business Administration, Analytics, Engineering, Information Technology, or a related field — or equivalent practical experience.
• 5+ years in program or project management, ideally including experience with data, analytics, or AI-enabled initiatives rather than pure process/PMO work.
• Demonstrated, hands-on fluency with AI tools (e.g., Claude) applied to real analytical work product, not familiarity alone. Candidates should be able to speak to a specific instance of using AI to produce an analysis, report, or decision input.
• Comfort owning ambiguous, foundational-stage programs. This is a 0-to-1 and 1-to-scale role, not steady-state program governance.
• Strong cross-functional stakeholder management skills, particularly with field/operations teams who are not direct reports.
• Excellent written and verbal communication; this role produces executive-facing outputs directly rather than through an intermediary analyst.
• Experience with retail, foodservice, franchise, or multi-location operator networks is a plus.
• Familiarity with a modern data/BI stack (e.g., Snowflake or similar) and a CRM (e.g., Salesforce or similar) is preferred.