Director Commercial Experience & Fulfillment

Papa John's•Louisville, KY

About The Position

This the Director, Commercial Experience & Fulfillment focuses on driving the development and orchestration of menu and product technology, ensuring seamless integration across multiple platforms and channels. The role collaborates with internal teams and external partners, optimizing menu builds, promotional offers, and system accuracy to deliver a high-performance fulfillment experience throughout the US and Canada.

Requirements

10+ years of experience in restaurant technology or retail operations, with at least 5+ years in a leadership role overseeing large-scale commercial systems.
Proven experience managing customer requirements journey, including menu databases, POS integrations, and delivery logistics.
Deep understanding of restaurant operations, system integrations (API/middleware), and franchise business models in North America.
Strong vendor management skills and experience driving results across multiple third-party delivery and data partners.
Exceptional communication and executive presentation skills; able to translate complex technical "orchestration" into clear business outcomes.
Menu technology lifecycle management
Data synchronization and database optimization
Cross-functional collaboration and project coordination
Offer and pricing architecture management
System auditing and technical troubleshooting
Vendor and partner relationship management

Nice To Haves

Experience managing technology rollouts across 3,000+ multi-unit franchise or corporate-owned restaurants, preferred
Familiarity with industry platforms such as PAR Brink, NCR, Deliverect, or equivalent menu and fulfillment stacks, preferred.
MBA preferred.

Responsibilities

Menu & Product Orchestration
Lead the full lifecycle of menu technology — from initial product testing and discovery through national deployment and lifecycle management.
Develop and manage the master "Source of Truth" for menu data, ensuring accurate synchronization across POS, Web, App, and 3rd-party delivery platforms (e.g., DoorDash, UberEats).
Partner with Marketing, R&D, and Digital teams to align technical roadmaps with new product innovation and promotional calendars.
Coordinate multiple concurrent workstreams to ensure menu builds are optimized for kitchen routing, labor efficiency, and guest accuracy.
Offer & Revenue Optimization: Curate and maintain the lifecycle of promotional offers, Limited Time Offers (LTOs), and dynamic pricing architectures across all North American channels.
System Hygiene & Accuracy: Audit and optimize menu databases to eliminate "system bloat," ensuring high-speed data synchronization and reducing technical friction during the guest checkout process.
Fulfillment & Last-Mile Technology Serve as the primary technology owner for delivery-related systems, including mapping, driver tracking, and aggregator integrations.
Oversee vendor performance for fulfillment partners, ensuring adherence to contractual SLAs, data integrity, and quality standards.
Drive the strategy for Team Member-facing fulfillment tools (e.g., dispatch tablets, smart dispatch technology, driver assignment) to reduce in-store friction.
Manage escalations and decision-making forums regarding delivery logistics and guest tracking accuracy.
Execution & North American Governance
Establish and maintain detailed deployment readiness scorecards for new menu launches and fulfillment features.
Track performance through regular executive updates, dashboards, and post-rollout reviews for both the US and Canadian markets.
Manage budgets and forecasts for commercial technology investments, including vendor invoices and project ROI.
Partner with field teams to oversee pilot results and validation criteria for any tech impacting the restaurant "hand-off".
Operational Change Management
Partner with Training and Operations teams to ensure robust deployment readiness, training materials, and communication plans for new restaurant tech.
Drive alignment on standard operating procedures (SOPs) for digital order fulfillment and menu management.
Facilitate ongoing "lessons learned" sessions to continuously improve the speed and quality of product deployments.