Senior Franchise Operations Support Manager – Individual Contributor
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Job Description
Senior manager optimizing Dairy Queen’s international franchise operations programs, vendor partnerships, and analytics. Supporting franchisee success and strategic growth through cross-functional global operations.
Responsibilities:
- Serve as the primary day-to-day business owner for assigned International Operations support programs, tools, and third-party partnerships
- Manage vendor relationships, recurring business reviews, performance discussions, issue resolution, roadmap follow-up, billing coordination, invoicing processes, stakeholder updates, and action tracking
- Partner with leadership on strategic vendor reviews, contract renewals, and major business planning discussions
- Collaborate with International Operations leaders, Franchise Business Managers, regional teams, franchisees, vendors, and cross-functional business partners
- Coordinate across markets, identify standardization opportunities, recommend market-specific adaptations, and reinforce brand stability
- Identify opportunities to improve operational efficiency, reduce duplicated efforts, simplify processes, and increase program value
- Evaluate emerging tools, technologies, feedback themes, and industry practices
- Support pilot programs, testing initiatives, and new program launches through planning, execution, measurement, and transition to ongoing ownership
- Develop and maintain reporting, scorecards, dashboards, implementation trackers, and executive-ready summaries
- Analyze operational, customer, financial, and program performance data to identify trends, risks, and opportunities
- Support vendor evaluations and operational initiatives through data analysis, scenario modeling, and performance measurement
- Present findings and recommendations clearly to leadership audiences
Requirements:
- Bachelor's degree in Business, Operations, Communications, Project Management, Analytics, or a related field, or equivalent combination of education and experience
- 7–10 years of progressive experience in restaurant operations, franchising, multi-unit operations, business analysis, project management, consulting, vendor management, or related disciplines
- Experience working within a franchisor organization preferred
- QSR or restaurant operations experience strongly preferred
- Demonstrated ability to manage projects or programs with defined scope, timelines, stakeholder groups, risks, and success measures
- Experience working with vendors, service providers, external business partners, or cross-functional support teams
- Strong written and verbal communication skills
- Strong analytical skills and ability to translate operational data, field feedback, vendor input, and business performance indicators into actionable recommendations
- Experience using business intelligence, reporting, or data visualization tools such as Power BI, Tableau, SQL, Excel, or similar platforms preferred
- Working knowledge of SQL, database structures, data querying methods, or data modeling concepts highly desirable
- Ability to organize, analyze, and model data
- Experience developing dashboards, scorecards, business cases, forecasts, or analytical models is a plus
- Ability to influence cross-functional partners, field teams, franchisees, and vendors in a matrixed environment
- Proficiency with Microsoft 365 applications and reporting and program-tracking resources
- Ability to travel approximately 10%–20%, including domestic and occasional international travel
- Must be authorized to work in the United States without employer sponsorship
Benefits:
- Bonus eligibility
- Medical insurance
- Dental insurance
- 401(k) match
- Paid time off
- Volunteer time off
- Parental leave
- Hybrid work schedule
- Equal Opportunity Employer
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