Manager, Digital & Tech Guest Care Innovation, BK, US&C

Restaurant Brands International•Miami, FL

10d•Onsite

About The Position

The Digital & Tech Guest Care Innovation role is responsible for leading the development and implementation of new tools and solutions that elevate the Guest experience across Burger King restaurants. This role partners closely with Operations, Guest Care, Franchisees, Technology, and Restaurant Teams to identify operational pain points, develop scalable support solutions, and drive continuous improvement initiatives focused on guest satisfaction, issue resolution, restaurant responsiveness, and team member and franchisee engagement and enablement. This role will focus on the development, testing and optimization of a new Guest Care tool that will transform the way Franchisees can interact and solve problems for our guests. RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week. The ideal candidate combines strong operational knowledge with a passion for innovation and field execution, ensuring Guest care solutions are practical, impactful, and successfully adopted across restaurants and support teams.

Requirements

Bachelor’s degree in Business, Operations, Hospitality, Communications, Engineering, or related field preferred.
5+ years of experience in restaurant operations, Guest care, customer experience, operational excellence, or field operations support.
Strong understanding of quick service restaurant workflows and guest experience drivers.
Experience supporting operational process improvements, Guest care initiatives, or service solution implementations.
Ability to analyze operational and guest feedback metrics to identify opportunities for improvement.
Strong communication and collaboration skills across operational and cross-functional teams.
Proven ability to manage multiple projects in a fast-paced environment.
Willingness to travel to restaurant locations as needed.

Responsibilities

Serve as the primary operations point of contact for next generation Guest care initiatives and service improvement programs across Burger King restaurants.
Partner with Operations, Training, and cross-functional teams to identify new systems that drive an elevated Guest experience, enable quick restaurant responsiveness and drive operational resolutions to negative Guest feedback.
Support the development and implementation of new Guest care tools and processes designed to improve issue resolution, communication efficiency, and overall guest experience.
Collaborate directly with restaurant managers, franchisees, and field teams to test, pilot, and optimize new Guest care solutions and workflows.
Gather field feedback and operational insights to influence future enhancements and innovation priorities for guest care programs.
Coordinate rollout planning, communications, training, and adoption strategies for guest care tools and operational processes.
Monitor Guest feedback trends, service metrics, and operational results to evaluate effectiveness of implemented solutions.