Manager, Digital & Technology Operations (IHOP)

Dine Brands•Pasadena, CA

66d•$120 - $135•Hybrid

About The Position

The Manager, Digital & Tech Operations is a pivotal leader within IHOP's Restaurant Excellence team - the engine driving operational transformation across our restaurants. This team is relentlessly focused on scaling profitability, team productivity, and guest delight We're looking for a strategic operator with a builder's mindset. You'll lead the charge on optimizing our off-premise business, integrating technology systems in our restaurants, and ensuring our platforms are not only stable but also unlock new levels of performance for franchisees. This role will report directly to the Vice President, Restaurant Excellence.

Requirements

Proven experience managing restaurant or retail technology platforms
Strong project management and cross-functional leadership skills
Ability to translate operational challenges into scalable tech solutions
Comfort navigating ambiguity and driving clarity in fast-paced environments
A bias for action, ownership, and continuous improvement
Bachelor's degree in Business, Information Systems, Operations, or a related field
Minimum 5+ years of experience in off-premise operations, with at least 2+ years leading a division's technology stack
Strong preference for candidates with experience in restaurant, hospitality, or multi-unit retail environments
Deep understanding of third-party off-premise restaurant operations and performance drivers, with proven track record of improving off-premise execution and driving growth
Familiarity with restaurant tech stacks and integration points
Working knowledge of POS systems, credit card processors, fraud prevention tools, financial reporting platforms, loyalty programs, and digital ordering systems
Ability to assess current deployments and evaluate alternative solutions
Skilled in diagnosing root causes, interpreting operational and technical data, and developing actionable solution plans
Experience managing and developing high-performing teams
Strong communication and storytelling skills with the ability to influence cross-functional stakeholders, from senior leaders to field operators
Proven success working with external technology partners to build roadmaps aligned with brand strategy and operational needs
Comfortable operating in a fast-paced, cross-functional environment
Willingness to travel (~20%) to stay connected to frontline realities and ensure tech solutions meet real-world needs
Thrives in ambiguity and fast-changing environments
Makes decisions with imperfect information and iterates quickly based on feedback

Responsibilities

Lead Off-Premise Operations & Innovation
Own the guest experience across off-prem channels: Drive operational excellence in delivery, takeout, and catering by proactively identifying and resolving friction points such as order inaccuracies, delays, and missing items
Advance off-prem technology: Collaborate with the Head of Innovation to integrate catering platforms, enhance DSP (Delivery Service Provider) capabilities, and optimize in-store hardware that supports off-prem operations.
Champion performance and reliability: Monitor and improve system uptime, order flow, and fulfillment accuracy across third-party and owned channels.
Leverage data to drive decisions: Use performance metrics and guest feedback to inform enhancements and prioritize initiatives that improve speed, accuracy, and satisfaction
Optimize In-Restaurant Tech Stack
Partner with IT to evolve restaurant systems: Co-lead the optimization of in-restaurant technology including POS, Payment structure, and 3rd party rails (Olo). Ensure tech solutions are intuitive, reliable, and aligned with operator needs
Diagnose and solve operational pain points: Apply deep restaurant operations knowledge to identify root causes of system issues and develop scalable solutions that improve day-to-day performance
Support new restaurant openings: Lead the tech onboarding process for New Restaurant Openings and Change of Ownership transitions, ensuring seamless setup and activation of all systems
Drive Strategic Tech Initiatives
End-to-end execution: Spearhead the rollout of new platforms and tools - from ideation and proof of concept to testing and deployment (e.g., new Tablet program)
Cross-functional collaboration: Work closely with Brand, IT, and Operations teams to identify and implement technologies that elevate both guest experience and operator efficiency
Be the Voice of the Operator
Advocate relentlessly: Represent franchisees and restaurant teams in all tech-related decisions. Ensure systems reflect real-world needs and resolve issues with urgency and empathy
Operate Like an Entrepreneur
Experiment and iterate: Balance strategic thinking with hands-on execution. Move fast, test often, and continuously seek ways to unlock new value through technology