Evaluate and optimize current systems, on boarding and training practices to ensure uniformity and best practices.
Collaborate with top franchisees and other Brands to develop and implement innovative systems.
Design and manage reporting tools to track progress, measure performance, and identify areas for improvement.
Be the driver of feature development, prioritization and rollout process for CaN and the portal based on feedback from brand, FO, reporting, and other inputs to maximize conversion and customer satisfaction.
Oversee onboarding process ensuring monthly goal achievement.
Ensure success for agents, brands, and FOs through set up of CaN and integration with POS, where applicable.
Develop and implement tools and strategies to boost sales, reduce costs, and improve operational efficiency.
Analyze customer needs, agent effectiveness and provide direction on best practices and emerging trends.
Create and own the business case for the CaN application and drive for approval with brand leadership and other technical and non-technical stakeholders.
Manage and update pricing models, ensuring accuracy and profitability.

5+ years of verifiable experience in a similar role within a similar organization or industry.
Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) is required.
Experience in a consumer-facing call center experience with a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality.
Bachelor's degree or equivalent experience in a relevant field, such as Management, Business Administration, Information Systems, or related program strongly preferred.

Manager, Systems and Implementation

Key skills