Senior Manager, Digital Operations- Concept Support Services

Company Description

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc.

(Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

The Senior Manager, Digital Operations operates seamlessly between strategic planning and tactical execution. This role leads the development, implementation, and sustainment of digital operational standards across all in‑store digital channels. By collaborating across Operations, IT, Retail Technology, Marketing, and Concept Support Services, this leader ensures that digital initiatives are launched effectively, adopted consistently, and optimized to create exceptional Fan and operator experiences.

• Lead operational strategy for digital transformation within the Operations Center of Excellence.
• Develop, implement, and maintain standardized operating procedures for all in‑store digital channels.
• Build and manage digital roadmaps aligned with business and operational objectives.
• Ensure consistency and efficiency in restaurant-level digital execution.
• Partner cross-functionally to ensure alignment on strategy, launch plans, and sustained performance.

• Oversee successful implementation of digital solutions focused on improving in‑store operations.
• Create and deliver training, communications, and support materials for field adoption.
• Ensure new tools integrate seamlessly into existing workflows.
• Monitor and adjust deployment strategies to maximize performance.

• Leverage data insights to evaluate and improve customer experience across digital channels.
• Identify operational friction points and implement improvements.
• Collaborate with cross-functional partners to optimize digital touchpoints.

• Lead strategic projects ensuring scope, timelines, and budgets are met.
• Own operational pilot program lifecycle: development, KPI tracking, evaluation, and enhancement.
• Identify opportunities for innovation and continuous improvement.

• Contribute to the Operations Standards Manual.
• Lead development and enhancement of Operations technical tools.
• Maintain expertise on all Operations platforms used by field teams.
• Gather business requirements and translate them into technical specifications.
• Partner with IT on development, prototyping, testing, and rollout.

• Provide clear updates on project progress.
• Present updates across advisory councils including OAC, TAC, and MAC.
• Share updates during webinars and Operations Leadership meetings.

The US national base salary range for this position is $115,037-$143,796. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

• Bachelor’s degree in business, communications, or related field (or equivalent combination of education and work experience).
• Minimum 7+ years of food service or retail operations project management experience.
• Proven ability to independently lead strategic initiatives.
• Experience managing employees such as analysts or coordinators.
• Strong leadership, communication, and analytical skills.
• Experience in franchisor/QSR multi‑unit operations preferred.
• High technical aptitude and proficiency in Microsoft Office and Smartsheet.
• Ability to thrive in a fast‑paced environment.

• Experience with QSR multi‑unit franchise operations.
• Project management certification.

• Better Together – Demonstrates accountability. Collaborates cross-functionally. Builds trusting…