Principal Program Manager - QSR Industry- Commerce & Omni Channel Domain

Capgemini • Dallas, TX

1d

About The Position

We are seeking an Executive-Level Program Manager with deep expertise in the Quick Service Restaurant (QSR) industry. This role is responsible for driving multi‑workstream initiatives that improve operational efficiency, enhance customer experience, optimize technology investments, and strengthen the overall performance of QSR business operations. The ideal candidate combines strategic thinking, cross‑functional leadership, and hands-on operational understanding of the fast-paced QSR environment, where speed, consistency, and scalability are critical to success. Experience in digital (e‑commerce, mobile, marketplaces) and physical (POS, in‑store) commerce to design and orchestrate a seamless customer journey across channels. Ensures that buying, returns, loyalty, and promotions are consistent across channels to increase conversion, repeat visits, and overall brand loyalty.

Requirements

• 18+ years of program /project management experience, specifically with expertise in QSR industry experience or multi‑unit restaurant operations oversight.
• Strong understanding of QSR fundamentals, including standardized menus, speed‑focused execution, minimal table service, and high‑volume production environments.
• Demonstrated success leading cross‑functional initiatives involving technology, operations, customer experience, and franchise organizations.
• Expertise in data‑driven program management, including metrics development, reporting structures, and performance analysis.
• Strong communication, stakeholder management, and change‑leadership skills, particularly within complex operational environments.

Nice To Haves

• Experience working with digital ordering platforms, POS systems, loyalty programs, or restaurant automation strongly preferred.

Responsibilities

• Lead large-scale, multi‑phase programs focused on operational excellence, digital transformation, customer journey enhancements, and profitability improvements.
• Translate business objectives into structured program plans aligned with QSR‑specific requirements such as speed of service, standardized processes, and high‑volume throughput.
• Deliver programs that measurably improve throughput, consistency, and customer satisfaction across both digital and physical service channels.
• Demonstrate strong capability in franchise and multi‑unit operations, including experience in site development, supervision methods, real‑estate strategy, and scalable operational standards across locations.
• Apply strong business acumen and financial fluency, including budgeting, labor optimization, cost control, and ROI evaluation of operational or product initiatives.
• Partner effectively with franchisees and field operations teams to drive frontline adoption at scale.
• Drive efficiency improvements across restaurant operations using proven QSR practices such as standardized workflows, limited menus, optimized kitchen layouts, and streamlined service models.
• Lead modernization initiatives for ordering systems, mobile apps, loyalty programs, and self‑service experiences—now core capabilities in QSR environments.
• Implement digital and operational innovations aligned with modern QSR trends, such as mobile ordering, automation, and personalization, to enhance efficiency and customer frequency.
• Manage cross‑functional teams, including operations, marketing, technology, supply chain, and franchise partners, to ensure efficient execution and measurable business outcomes

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed