Program Manager- QSR Industry- Commerce & Omni Channel Domain
About The Position
Capgemini is seeking an experienced Program Manager with deep Quick Service Restaurant (QSR) industry expertise and Commerce & Omnichannel transformation experience to lead large-scale business and technology programs for leading restaurant brands. This role will drive strategic initiatives that enhance customer experience, optimize operations, modernize digital channels, and deliver measurable business outcomes. Individuals should bring strong program leadership experience, proven ownership of complex transformation initiatives, QSR domain expertise, executive stakeholder management capabilities, and the ability to lead large cross-functional teams while delivering measurable business results. Responsible for leading either a large contractor engagement or a definable segment of a very large and complex contractor engagement. Clients may be external or internal. PM are responsible for the translation of the clients complex business requirements into formal agreements. For these, PM establish specific solutions, applications or processes which ultimately culminate in customer acceptance of the results. This includes working with client team members and executives to identify business requirements and subsequently working with, and leading others, in the initiating, planning, controlling, executing and closing the clients solution. PM are responsible for a wide range of process activities beginning with the request for proposal through development, and final delivery.
Requirements
- Bachelor's Degree in Business, Technology, Engineering, Hospitality, or related field.
- 7-10+ years of Program and Project Management experience leading large-scale transformation initiatives.
- 5+ years of experience within the QSR, Restaurant Technology, Hospitality, or Franchise Operations industry.
- Strong understanding of QSR operations, franchise business models, digital customer journeys, and restaurant technology ecosystems.
- Proven experience leading Commerce and Omnichannel transformation programs, including Digital Ordering, Mobile Applications, Loyalty Platforms, POS Modernization, and Customer Experience initiatives.
- Experience managing multi-workstream programs with executive stakeholders, distributed teams, and third-party vendors.
- Strong program governance, financial management, risk management, and change management capabilities.
- Excellent executive communication, stakeholder management, and leadership skills.
- Ability to travel based on client requirements.
Nice To Haves
- Consulting or Systems Integration experience.
- Experience supporting major QSR brands and multi-unit restaurant organizations.
- Knowledge of Commerce, CRM, Loyalty, Customer Data Platforms, POS, OMS, and Analytics solutions.
- PMP, PgMP, Agile, Scrum, or SAFe certifications preferred.
Responsibilities
- Lead complex QSR transformation programs across Commerce, Omnichannel, Customer Experience, Loyalty, Digital Ordering, POS, and Restaurant Technology domains.
- Manage program scope, budget, governance, delivery execution, risk mitigation, and stakeholder communications.
- Partner with client executives and business leaders to define transformation roadmaps and drive value realization.
- Lead cross-functional teams across business, operations, technology, and vendor organizations.
- Drive initiatives involving digital ordering, mobile applications, loyalty platforms, drive-thru modernization, self-service technologies, customer personalization, and franchise operations.
- Facilitate executive steering committees, business workshops, and strategic planning sessions.
- Support business development activities, proposals, solution shaping, and client presentations.
- Strong QSR expertise across franchise and multi‑unit operations, site development, real estate strategy, and scalable operational standards. Adept in labor planning, cost controls, margin management, and ROI modeling. Proven ability to drive throughput, consistency, and guest satisfaction while partnering effectively with franchisees and operations teams.
- Leads QSR transformation initiatives including digital ordering, automation, kitchen technology, loyalty programs, and mobile channels. Drives operational excellence through optimized workflows, menu simplification, and modernized store design. Oversees implementation of POS/KMS upgrades, analytics tools, and predictive labor and inventory solutions.
- Experienced in piloting operational tests, menu optimization, SKU analysis, and pricing strategies. Enables scalable growth through site strategy, operational audits, and new unit development. Uses guest insights, operational analytics, and financial modeling to guide experience enhancements, protect margins, and support investment decisions.
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
