Director, E-Commerce

4300 West Cypress Street Suite 600
Tampa, FL 33607

Title: Director, E-Commerce

Location: Tampa, FL – Hybrid – 3 days onsite (Tues-Thurs), 2 days WFH (Mon+Fri)

Employment Type: Full Time

At Checkers & Rally's were redefining what fast food can look like.
From Day one, our mission has been simple: deliver bold, crave-worthy food at an unbeatable value, without slowing down. That’s why we’ve built a brand known for iconic menu items, fast service, and experiences that keep guests coming back again and again. From the Big Buford to our award winning Famous Seasoned Fries, our menu Eats Different!
But what really sets us apart? Our people.
We believe in creating opportunities. Whether you're starting out or building your career, we provide the training, support, and real pathways to help you grow, lead, and succeed.

The Director of e-Commerce is responsible for driving profitable growth across all digital ordering channels, including first-party (owned app, website, kiosk) and third-party (delivery marketplace) sales. This role owns the strategic and day-to-day management of e-commerce partner relationships, digital sales performance, and the operational infrastructure that supports it — including the delivery help desk and the cross-functional QA, IT, and Creative request processes required to keep digital ordering platforms running smoothly across the system.

This is a hybrid strategic/operational role: the Director will set the growth agenda for digital sales while also ensuring the day-to-day machinery — support, quality assurance, technical integrations, and creative execution — runs reliably at scale across franchise and/or company-owned locations.

• Own the growth targets for all digital ordering channels, including owned app/web ordering and third-party marketplaces (e.g., Door Dash, Uber Eats, Grubhub).
• Develop and execute strategies to grow digital order volume, average check, frequency, and digital mix as a percentage of total sales.
• Identify and prioritize new digital revenue opportunities (loyalty integration, personalization, virtual brands, catering, subscriptions, etc.).
• Build and monitor KPIs/dashboards for digital sales performance; report results and insights to executive leadership.
• Partner with Marketing to align promotional calendars, offers, and loyalty strategy across 1st and 3rd party channels.

• Serve as the primary point of contact and relationship owner for all third-party delivery and e-commerce platform partners.
• Oversee commercial terms, contracts, and renewals with delivery marketplaces and technology vendors. Partner with Procurement for major terms adjustments.
• Lead quarterly business reviews with partners to evaluate performance, resolve issues, and identify joint growth initiatives.
• Stay current on partner platform updates, new features, and competitive positioning; recommend adoption where it drives business value.

• Own the performance and operations of the delivery help desk supporting restaurant teams with order issues, platform outages, and delivery escalations.
• Establish SLAs, staffing models, and escalation protocols to ensure timely resolution of field and guest-impacting issues.
• Analyze help desk trends to identify systemic problems and drive root-cause fixes with partners or internal teams.
• Ensure help desk processes and tools scale with order volume and new restaurant openings.

• Manage the intake and execution of QA processes to ensure menu accuracy, pricing integrity, and platform functionality across all digital ordering channels.
• Partner with IT on integrations, POS connectivity, platform…