Manager, Voice of Customer (VOC), Burger King, US & Canada

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Job description

About Restaurant Brands International: RBI is one of the world's largest quick service restaurant companies with more than $32 billion in system-wide sales and approximately 26,000 restaurants in more than 100 countries and U.S. territories. RBI owns three of the world's most prominent and iconic quick service restaurant brands BURGER KING, TIM HORTONS, and POPEYES.Manager, Guest Experience, Burger King, US & Canada About Restaurant Brands International: RBI is one of the world's largest quick service restaurant companies with more than $32 billion in system-wide sales and approximately 26,000 restaurants in more than 100 countries and U.S. territories. RBI owns three of the world's most prominent and iconic quick service restaurant brands BURGER KING, TIM HORTONS, and POPEYES. Description:The Manager, Voice of Customer will own the relationship between Burger King and our Guest Experience and Social Media Program vendors. You will be the gatekeeper and manager of all program project plans, including initiation, planning, prioritization, project communication, execution, and issue resolution.As the main voice of our guest inside BK's office, you willbe in charge ofdriving a company-wide cultural shift towards being guest-obsessed. Your strategic guidance via consistent knowledge sharing about the guest experience and oversight of all GX projects will help the brand accelerate business outcomes and enable maximum value realization from our guest feedback. Responsibilities: Develop Burger King's strategic plan on employee and guest engagementfor 2022with cross-functional operations, digital, and execution teams, andconsequentlywork with program vendors to deliver on the plan Direct day-to-day tracking of project list, which includes but is not limited to technical enhancements, integrations, and insight deep dives Meet with vendor's program manager and solution analyst on a weekly basis to define priorities, revise program roadmap, and reassess business objectives Ensure guest-related company milestones are successfully met through oversight ofinternal and externalproject stakeholders and coordination of internal resources Work with GX and Social Media vendor experts on a routine basis to identify new business use cases for their data and dashboard Collaborate with the internal training team to design and support end-user adoption and drive organizational buy-in Assessand identifyinternal operationalblind spots and work with vendors to conduct advanced analytics reports (key driver analysis, correspondence mapping, text analytical deep dives, etc.) Conduct quarterly business reviews with Burger King's leadership team to discuss program health, review roadmap progress, and assess key driver/product performance Co-own BK's roadmap to implementing digital feedback capture methods across 7,000+ restaurants with C-Suite Digital Executives. Skills&Requirements: Bachelor's Degreerequired,ideallyfocusedinthefieldsofOperations Management, Business Management,Hospitality Management- scrum or another project management certification a plus At least 2 years of project management and/orvendor management experience Proficient in capabilities/solutions offered by Guest Experience Program vendors (e.g.SMG, Medallia, Qualtrics, etc.) and Social Media vendors (Sprinklr, Sprout Social, etc.) Experience in QSRor other consumer-facing, service-basedindustry (distributed workforce environments preferred) Comfortable working with and in technology andusing new/innovativesoftwaresolutionsto tacklebusinessproblems(e.g., Text Analytics, Natural Language Processing) Experiencein collaborating with multi-functional teams and leadingseveralprojects/initiatives atonce Ability to act as the voice of the customer and ensure their needs are translated intheexperienceoffered at our restaurants Strong analytical problem solverwho can distill complex findings into intuitive and simple takeaways Experience facilitating cross-functional team discussionand priority alignment Well-developed negotiation skills, andcanprovidedirection while not having direct authority Restaurant Brands International andall ofits 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.