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Job Description

As a valued contributor to our team, you will advise leadership on end-to-end management of programs that address strategic initiatives, operational needs, and other key business issues by aligning multiple projects, products, processes, and stakeholders.

THE IMPACT YOU WILL MAKE

The COO Front Office - Program Management - Advisor role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities: 

• Develop and compile comprehensive board and management committee meeting materials, including reports, power point presentations, and supporting documents. 
• Ensure that board and MC materials have a consistent look and feel across the COO division.  
• Collaborate with various departments and senior leaders to gather and analyze relevant data, insights, and updates for inclusion in board and management committee materials. 
• Ensure all materials are accurate, concise, and tailored to meet the needs of board and management committee members. 
• Assist in the logistical planning and execution of preparing COO participation in board and MC meetings, including working closely with corporate governance to help coordinate prep meetings and review sessions with COO leadership team and board members prior to material submission dates. 
• Maintain organized and confidential records of all board-related materials and communications. 
• Ensure compliance with corporate governance standards and regulatory requirements. 
• Maintain a detailed roadmap of upcoming deadlines and review sessions to ensure timely submission of materials. 
• Assist in the preparation of annual reports and other documentation required for regulatory or compliance purposes. 
• Identify opportunities to streamline and enhance the board and MC material development process.
• Provide expertise on designing and implementing a program or initiative.
• Provide feedback and advice for goals and processes for a program or initiative.
• Evaluate and report on progress for a program or initiative.
• Consult with leaders and stakeholders to gain support for a program or initiative.

Qualifications

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experiences: 

• At least 6 years of relevant experience. 
• 3-5 years of experience in a role involving Board or Management Committee support, strategic consulting, or similar responsibilities. 
• Translate complex concepts into easy to understand visuals and graphics. 
• Exceptional written and verbal communication skills. 
• Strong organizational skills and attention to detail. 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). 
• Ability to manage multiple tasks and projects simultaneously while meeting deadlines. 
• Proven ability to interact professionally with senior executives. 

Desired Experiences: 

• Bachelor’s degree or equivalent (degree in Business Administration or a related field preferred) 
• Advanced degree or related experience in strategic planning. 
• Knowledge of financial services industry and technology and operations background preferred.  
• Discreet and trustworthy, with a high level of integrity and professionalism. 
• Strong problem-solving and strategic thinking skills with a proactive approach to addressing issues. 
• Adaptable and capable of working independently as well as part of a team. 

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Job Description

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing guidance.  As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

What you get to do in this role:

As a GenAI Architect, you will drive customer outcomes, roadmap, and value realization for GenAI technology through hands-on delivery of ServiceNow’s GenAI capabilities and technical advisory activities.

• Lead complex, multi-disciplinary projects acting as an SME to solve complex customer issues related to AI solutions.
• Provide technical advice and guidance to customers on how to best utilize ServiceNow technologies to achieve their business objectives.
• Hands-on delivery of ServiceNow capabilities to customers to drive outcomes and value realization.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow Now Assist.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow GenAI offerings
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow GenAI capabilities more accessible to the broader organization, customers, and partners

Qualifications

To be successful in this role, we need someone who has:

• At least 5 years of experience in a technology advisory role, experience working directly with AI, machine learning technologies, statistical systems, or big data platforms. Preferred experience deploying GenAI solutions.
• 8+ Years of experience in building solutions on  complex cloud-native products, applications, and platforms
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications desired, 3+ years of ServiceNow Platform experience preferred
• Proven track record of driving business growth and customer satisfaction with emerging technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Customer-focused mindset and commitment to delivering high-quality results
• Must be able to travel up to 30% annually

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

The Principal Consultant is a functional and technical expert consulting with customers on implementing ServiceNow’s Financial Services Operations (FSO) solutions based on best practices for Banking and Insurance – all with the goal of accelerating and driving customer business outcomes. The role requires the person to be laser-focused on solving for the most relevant customer challenges - providing support during sales cycles, on direct engagements with our Customers and Partners, and advocating for customer needs within ServiceNow (e.g., Product Management, Customer & Partner Excellence, Training & Certification). 

The Principal Consultant brings architectural guidance, business acumen in the financial services industry (Customer Service, Call Center, Information Technology, Banking and Insurance Operations Process, etc.), and deep product expertise, innovation, and knowledge capital to our customers and partners. 

What will you be doing in this role?  

Project Delivery  

• Serve as primary technical point-of-contact for projects and as the face of the development team to the customer. 
• Ensure quality of work delivered by the technical team, serve as escalation point for client concerns, and identify and implement technical team process efficiencies to benefit the technical team and clients. 
• Define, at an architectural and design level of detail, technical solutions aligned with our client’s business problems and ServiceNow Implementation Best Practices.  
• Understand customer requirements, translate to high-quality technical solutions, and communicate and deliver them to clients. 
• Write/estimate stories, monitor developer’s work, and own overall quality and delivery of development.  
• Lead technical onboarding efforts with new clients to understand their current processes and platform configurations.  
• Deliver any purchased development artifacts, documentation, and knowledge transfer activities.  
• Collaborate with the engagement manager to monitor for scope creep and resolve critical path technical issues.  
• Mentor developers and technical consultants on technical design standards and best practices.  
• Research technology partner or other vendor solutions in context of client requirements for integration. 

Pre-Sales  

• Maintain and build proficient knowledge of the ServiceNow platform and products.  
• Assist the pre-sales team with scoping service engagements typically involving multiple ServiceNow products and complex integrations with client applications/systems/core banking platforms/core insurance platforms. 
• Evangelize ServiceNow Expert Services by contributing to whitepapers, webinars, community groups and partnerships.  

Product 

• Engage and collaborate closely with the ServiceNow product teams on new product service offerings and go to market activities. 
• Interface with the product team during new product implementations to gain best practices insights and give feedback on new features and capabilities to enhance the product. 

Qualifications

To be Successful in this role, you will need to have the following qualifications: 

• At least 8 years of consultation and/or configuration experience implementing highly configurable technologies (ServiceNow, Salesforce, Pega, etc.) to automate processes in financial services, particularly banking operations (eg. card operations, transaction dispute management & resolution, credit processing, loan operations) and insurance operations (eg. claims processing, policy servicing). 
• Experience in financial services consulting, digital transformation, or software implementation within the banking, investment, or insurance sectors. 
• Familiarity with industry-leading software platforms such as ServiceNow, Oracle Financial Services, SAP, Pega, Salesforce Service Cloud, Temenos, or similar.  
• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Banking Platforms, Core Insurance Platforms, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.  
• Strong Understanding of the financial services industry and specific knowledge including system architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements (Ex. HIPPA, PHI, PII, KYC, AML, PCI DSS, Reg E, Reg Z, etc.) typically found in the financial services ecosystem.  
• Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in a large organization, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.  
• Understanding of data classifications and impacts to storage and security requestions for various types.  
• Experience creating implementation design artifacts, conducting solution presentations and obtaining customer acceptance of solution design. 
• Strong capabilities in forging trust, engaging a remote or in-person audience bringing project/program management and leadership expertise.  
• Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams. 
• A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies. 

Certifications  

As a ServiceNow Expert Services Consultant, you will be a continuous learner required to achieve and maintain new accreditations and certifications, participate in professional development courses and be passionate about innovation. 

• Required ServiceNow Certifications: (can be obtained within the first 30 days) 
• Certified System Administrator 
• Certified Application Designer 

Required in the first 90 days: 

• Certified Implementation Specialist – Customer Service Management  
• Certified Implementation Specialist – Field Service Management 

Required in the first 180 days:  

• Financial Services – Banking and Wealth Management Suite 
• Financial Services – Insurance Suite  

Required in first year: 

• Certified Technical Architect (achieve in first year, or similar advance certification) 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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Job Description

Project – the aim you’ll have

We are looking for experienced PHP software engineers to join our team. We develop and maintain web applications, including an e-commerce platform that will be integrated with other platforms such as Idosell, Shoper, and Magento.

Position – how you’ll contribute
 

• Responsible for designing and implementing integration scenarios.
• Expected to implement sufficient unit tests.
• Involved in planning and executing integration tests.
• Responsible for preparing integration documentation.

Qualifications

Expectations – the experience you need:

• Min. 5 years of experience in PHP development (ver.8)
• Experience with Agile delivery methodology.
• Experience with RestfulAPI
• Practical knowledge of Docker
• Good knowledge of relational databases (MySQL)
• Taking care of software development standards (clean code) and knowledge of design patterns
• Focus on ensuring the highest possible code quality by creating unit tests as well as code review
• Experience with DDD, TDD, CQRS
• Knowledge of integration design patterns and best practices.
• Experience with GitHub and CI/CD processes.
• min. B2 level of Polish and English language

Additional skills:

• Knowledge of e-commerce platforms Idosell, Shoper, and Magento APIs 
• Knowledge of application security standards based on OWASP top 10
• Commercial experience with Kubernetes

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Job Description

• Azure Module Development: Create and maintain modules for provisioning and managing Azure resources, including Azure Synapse, Azure Storage Account, Azure SQL (both serverless and dedicated pool), Azure Data Factory, and Azure Container Instance. This involves scripting and infrastructure template coding using tools like Terraform or ARM Templates;
• PowerBI Integration: Collaborate with the internal Data Engineering team to ensure seamless integration between the Azure resources you manage and PowerBI. This may involve setting up ETL (Extract, Transform, Load) pipelines and optimizing performance for PowerBI reporting;
• Troubleshooting and Optimization: Identify and resolve issues related to the Azure resources you manage, ensuring they operate effectively and efficiently. Optimize resource performance and scalability as needed;
• Security and Compliance: Ensure Azure resources are configured according to company best practices for security and compliance. This includes implementing access policies and auditing;
• Stakeholder Collaboration: Work closely with internal Data Engineers, who are key stakeholders, to understand their needs and ensure Azure resources meet data analysis requirements;
• Documentation and Training: Maintain detailed documentation of resources and procedures to facilitate knowledge transfer and provide training as needed.

Qualifications

• Bachelor’s degree in IT or similar
• +5 years of experience in Azure Cloud
• Strong experience in TF and Module creation for following resources:
  • Azure Synapse
  • Azure Storage Account
  • Azure SQL with serverless or dedicated pool
  • Azure Data Factory
  • Azure Container Instance
• Experience in integration towards PowerBI (We have two internal Data Engineers which are key stakeholders)

• Experience with Terraform and Kubernetes

• Fluency in English

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Job Description

As a member of Fraud Strategy within the Trust & Safety department, this role is accountable for helping to ensure the business can effectively mitigate fraud risk in an ever changing and evolving environment. This role will be accountable for developing fraud strategies that meet the business’s risk appetite and impacting millions of customers globally through partnership, education, analysis, and influence.

Ultimately, the success of this role will:

• Reduce fraud losses through identification of trends and development of fraud strategies and business rules

• Improve the efficiency of fraud prevention processes

• Minimize negative customer experiences by understanding friction points and implementing technology-based solutions to manage trends

What’s Great About This Role?

• You’ll work to detect various emerging fraud patterns spanning both first and third party fraud types and develop key solutions to prevent them

• You’ll be highly visible in the organization and communicate and interact with senior leaders and executives globally

• You’ll identify and implement tools to help the organization identify and address fraud

• You’ll work on interesting problems that have a real and direct impact on the business

• You’ll tackle global issues and work on different regional fraud challenges around the world

• You’ll be part of a highly impactful team that takes ownership of projects and drives change

• You’ll support the company’s commitment to protect the confidentiality of our customer data and the integrity of our systems

• With lots of variety in our ever-changing, fast-paced, entrepreneurial org, you won’t get bored

The Opportunity:

• Analyze fraud vectors across SquareTrade's platform including both first party and third party fraud types to develop strategies that identify the bad actors and improve the experience

• Develop and maintain metrics and KPI’s that measure risk mitigation strategies and communicate progress to key stakeholders and leadership

• Coordinate and strategize with our dedicated Fraud Operations team on policies, procedures, and investigative practices

• Manage and lead strategic initiatives and projects for both fraud prevention and business growth while managing customer experience

• Collaborate cross-functionally with various teams throughout the business including product, operations, legal, analytics, compliance, and engineering to design and implement fraud detection and prevention controls and processes in support of the organization’s strategic programs and goals

• Manipulate large amounts of complex data with data-driven analytical techniques to monitor customer behaviors and detect trends in fraudulent activity, and develop strategies to mitigate risk and improve customer experience

• Proactively identify new opportunities and strategies to strengthen controls, processes, and systems

• Work with internal teams and 3rd parties to monitor risk trends, follow industry best practices, and meet all compliance and regulatory obligations

Qualifications

 You’re our ideal candidate if:

• You collaboratively work with functional groups such as Customer Service, Product Management, and Technology to build/enhance tools, data sources, system capabilities, and fraud detection methods

• You have at least 3-5 years of experience in developing strategies, policies, and procedures that direct user behavior, leveraging both internal and 3rd party capabilities, owning them end to end

• You can problem solve and have excellent analytical skills and knowledge of data abstraction (using SQL/R/SAS/Python/etc) with proven ability to process vast amounts of data into meaningful information that drive effective changes

• You can effectively interact with senior leaders and executives to present complex findings and outline progress, plans, and opportunities to address them

• You have experience with various fraud detection capabilities. Experience in fraud prevention rule management systems, device profiling, customer verification, document verification technologies is highly preferred

• You’re driven to make an impact on the business, and are willing to think outside the box

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Job Description

Job Title: Care Manager, RN

Location: Remote (100%)

  This job assures that members with complex medical and/or psychosocial needs have access to high quality, cost-effective health care. Assists in the holistic assessment, planning, arranging, coordinating, monitoring, evaluation of outcomes and activities necessary to facilitate member access to healthcare services. Advocates for the most appropriate care plan using sound clinical judgment; accurate planning, and collaboration with internal and/or external customers and contacts. Follows established regulatory guidelines, policies, and procedures in relation to member interventions and documentation of activities related to the member’s care and progress across the continuum of care. Facilitates and/or participates in interdisciplinary and/or interagency meetings, when necessary, to facilitate coordination of services/resources for members.

Responsibilities:

• Communicate effectively while performing customer telephonic interviewing and communication with external contacts. (apply basic motivational interviewing skills)
• Communicate effectively while interacting with Case Management Specialists, Management Team, Physician Advisors and other interdepartmental contacts.
• Maintain knowledge of Medical Terminology and Medical Diagnostic Categories/Disease States
• Educate members, (with approved websites including Healthwise connect) in order to enhance member understanding of illness/disease impact and to positively impact member care plan adherence, pharmacy regimen maintenance, and health outcomes.
• Collaborate with Primary Care Physicians, Medical Specialists, Home Health and other ancillary healthcare providers with the goal being to coordinate member care.
• Collect member medical information from a variety of sources including providers and internal records and use appropriate clinical judgment, consultation with internal Physician Advisors and other internal cross-departmental consultation to determine unmet member needs.
• Work primarily independently to identify, define, and resolve a myriad of problem types experienced by the member.
• Develop an individualized plan of care designed to meet the specific needs of each member.
• Anticipate the needs of members by continually assessing and monitoring the member’s progress toward goals, care plan status, and re-adjust goals when indicated.
• Maintain a working knowledge of available resources for addressing identified member needs and to facilitate proactive and efficient provision of services.
• Be knowledgeable of and consider benefit design and cost benefit analysis when planning a course of intervention in order to develop a realistic plan of care.
• Communicate and collaborate with other payers (when applicable) to create a collaborative approach to care management and benefit coordination.
• Maintain a working knowledge of available community resources available to assist members.
• Coordinate with community organizations/agencies for the purpose of identifying additional resources for which the MCO is not responsible.
• Work within a Team Environment.
• Attend and participate in required meetings, including staff meetings, internal Rounds, and other in-services in order to enhance professional knowledge and competency for overall management of members.
• Participate in departmental and/or organizational work and quality initiative teams.
• Case collaborate with peers, Case Management Specialists, Management Team, Physician Advisors, and other interdepartmental contacts.
• Participate in interagency and/or interdisciplinary team meetings when necessary to facilitate coordination of member care and resources.
• Foster effective work relationships through conflict resolution and constructive feedback skills.
• Attend internal and external continuing education forums annually to enhance overall clinical skills and maintain professional licensure, if applicable.
• Educate health team colleagues of the role and responsibility of Case Management and the unique needs of the populations served in order to foster constructive and collaborative solutions to meet member needs.
• Other duties as assigned or requested.

Qualifications

Required Qualifications:

• Bachelor’s degree in nursing or RN certification and 3 years’ experience in Acute or Managed Care/ experience with Medicaid or Medicare populations.
• 3-5 years of experience in working in Acute Care/Managed Care. 

Preferred Qualifications:

• Bilingual English/Spanish language skills.
• Case Management Certification  

Additional Information:

• 100% remote 
• Open to candidates in any time zone (prefer 1-2 candidates in CST)
• Candidates must complete the Care Manager Assessment in Glider.

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Job Description

JOB OVERVIEW

Independently provide strategic oversight to, and manage all Operational aspects of one of 11 franchisee regions in the U.S. Each region represents 7-8 districts with approximately 40 restaurants per district, and revenue through service fees of $4M to $14M. Utilize deep knowledge of restaurant operations and staff resources to provide guidance and coaching to Operations team and at time franchisees, in order to achieve short and long-term company and operation’s objectives.  Ensure compliance with IDQ policies and system standards.  Develop staff to meet current and future needs of the company.  Gain and maintain support of DMA chairpeople and other key franchisee leadership in achieving their goals. 

Primary Accountabilities

Development, communication, and execution of plans and strategies: 

• Participate in the development of IDQ’s Operations’ business plan (rolling 1, 2 and 3-year plan) with the global Operations senior management team during Worldwide Operations strategic planning meetings 3x per year.  
• Based upon the U.S.-wide Operations strategy/business plan, assist in the creation of U.S. Operations field teams’ annual performance goals.
• Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region (i.e., integrated marketing, operations, training, development, and supply chain plan).
• Provide direction to Operations team in an effort to assist franchisees, in establishing effective annual business plans.  Assist in establishing systems and schedules to monitor progress and goal achievement.
• Provide leadership from an Operations perspective in developing and managing marketing performance through effective partnerships with appropriate departments, vendors and franchisees.
• Represent U.S. Operations’ goals and interests, and provide input across IDQ teams when working on cross-functional problem solving and projects. This includes teams and leaders from Field and Brand Marketing, Supply Chain, Design, Architecture and Construction, New Development, Finance, Legal, R&D, Quality, Concept Evolution and Concept Support Services.
• Oversee and monitor consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection, reinvestments, consumer satisfaction and ADQ standards.

Communications and Interactions with Franchisees:

• Travel to districts to visit franchisee stores with business consultants and ensure/validate the B.C.’s reported progress against goals.
• When warranted, get directly involved with franchisees on escalated matters that are more complex. For example, may notify franchisees that they will be issued a default in the event of store evaluation failure, facility deficiencies, or unapproved procedures; following the expiry of a cure period after the notice of default; may make a decision to terminate the franchisee; may address issues or questions escalated by business consultants on modernization completion, or address national marketing non-compliance with franchisees; may approve compliance exceptions to how a particular store represents the brand, their equipment, menu, etc., without which the franchisee would be in violation of contract.
• Prepare and present at annual franchisee Leadership Meetings, in partnership with Regional Marketing Manager. Prepare and present at franchisee Fall Business Conferences.
• Respond to customers and franchisees in a timely manner.

Management of Team: Continuously coach, support and advise business consultants on the following:

• The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development.
• Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as established by ADQ’s U.S. Operation’s business plan and operating standards.
• Collaborate with, and provide insightful counsel to position franchisees for optimal financial health.  When available, determining the financial status of the franchisee and monitoring their store(s) for progress.  
• Partnering with appropriate ADQ staff to help position new and existing franchisees, to establish and execute effective development, reinvestment and renewal strategies.
• Hire, build and support a high-performance team with skills that are relevant to the needs of the business.  Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitors progress and results on an ongoing basis.
• Conduct weekly team meetings to ensure staff are focused on their performance goals, share best practices and communicate corporate information affecting team. Prepare and lead week-long regional Business Consultant meetings, 3 times per year.
• Coach employees to develop their skills and abilities; when appropriate, provide assignments and opportunities for development. 

Other duties:

•  Includes assisting New Development/Remodel initiatives by conducting personal interviews with prospective franchisees to assess whether they have the business and managerial aptitude to become a successful ADQ franchisee. Interview existing franchisees to assess the same aptitude concerning the possible expansion of their business. Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on the feasibility of projects. Provides opinion/sign-off on acceptability of franchisees and real estate to the Development Review Committee.

• Develop an operating budget/profit plan for the region. Consistently strive to meet or favorably exceed the operating budget.

• May be asked to guide cross-functional corporate projects or committees. Other duties as assigned or needed.

Qualifications

• B.A. or B.S. Degree in Business, Restaurant Management or a related field, or equivalent combination of education and work experience. MBA a plus.
• 10+ years of progressively responsible related experience, with a minimum of 5 years of experience in corporate franchise management operations (large fragmented system preferred), and the balance in franchise operations experience and/or restaurant management (with direct P&L responsibility for multi-unit geographically dispersed operations).
• Minimum of 3-5 years managing employees required. Experience managing franchise operations professionals preferred.

• Track record of managerial ability: Includes building a high performance team, establishing clear expectations: monitoring progress and results on an ongoing basis; coaching and supporting employees to develop their skills; regularly providing feedback on employees’ strengths and when they are performing well; providing constructive feedback on areas to develop; creating focus on the right priorities; eliminating roadblocks; providing solutions to day-to-day problems for staff.

• Ability to lead geographically dispersed teams.

• In-depth knowledge and understanding of restaurant industry (QSR preferred) and of restaurant operations. Proficient knowledge of marketing, finance and training.

• Experience effectively creating and managing an operating budget.

• Experience working within a franchisor organization, preferably a QSR brand.

• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations

• Proficient in Microsoft Word and Excel. Working knowledge PowerPoint.

• Communication Skills.Strong communication skills, with the ability to effectively articulate and present ideas to a variety of internal and external audiences. Strong public speaking/ presentation skills to present to staff, management peers, senior company management, and franchisees one-on-one and in groups.

• Teamwork and Cooperation. Effectively solves problems with others.  Involves others in matters that impact them. Works towards cross-functional “win-win” solutions. Strong ability to coordinate with other departments (Marketing, Finance, Supply Chain, Legal, Design/ Architecture/ Construction, New Development, Quality and Research and Development) to complete projects on time.

• Change and Continuous Improvement.Challenges the status quo. Generates new and viable ideas. Can facilitate effective brainstorming to create solutions and improved processes.  Advances ideas into action. Keeps up to date on new developments and information related to Operations, as well as relevant industry practices and technical developments. 

• Accountability and Drive for Results.Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment. Makes effective decisions in a timely manner.  Effectively plans and coordinates work; anticipates and adjusts for problems; evaluates results. Adjusts priorities as situations change.  Takes the initiative to find solutions quickly and effectively. Takes into account the realities of our franchisee system, as well as the impact to other teams cross-functionally. Uses data to inform decision-making.

• Strategic Operations Leadership.Demonstrated ability to assists in developing strategies for achieving operations goals, to translate business strategies into clear tactics, and to anticipate future trends or problems, their potential impact, and how to address them with relevant strategies.

• Demonstrates the highest level of integrity and trust.Communicate problems and setbacks in an honest and transparent manner that engenders trust from others. Demonstrate professional behavior at all times. Take a stand on difficult issues to “do the right thing; encourage openness and fairness.

   

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Job Description

JOB OVERVIEW

Independently provide strategic oversight to, and manage all Operational aspects of one of 11 franchisee regions in the U.S. Each region represents 7-8 districts with approximately 40 restaurants per district, and revenue through service fees of $4M to $14M. Utilize deep knowledge of restaurant operations and staff resources to provide guidance and coaching to Operations team and at time franchisees, in order to achieve short and long-term company and operation’s objectives.  Ensure compliance with IDQ policies and system standards.  Develop staff to meet current and future needs of the company.  Gain and maintain support of DMA chairpeople and other key franchisee leadership in achieving their goals. 

Primary Accountabilities

Development, communication, and execution of plans and strategies: 

• Participate in the development of IDQ’s Operations’ business plan (rolling 1, 2 and 3-year plan) with the global Operations senior management team during Worldwide Operations strategic planning meetings 3x per year.  
• Based upon the U.S.-wide Operations strategy/business plan, assist in the creation of U.S. Operations field teams’ annual performance goals.
• Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region (i.e., integrated marketing, operations, training, development, and supply chain plan).
• Provide direction to Operations team in an effort to assist franchisees, in establishing effective annual business plans.  Assist in establishing systems and schedules to monitor progress and goal achievement.
• Provide leadership from an Operations perspective in developing and managing marketing performance through effective partnerships with appropriate departments, vendors and franchisees.
• Represent U.S. Operations’ goals and interests, and provide input across IDQ teams when working on cross-functional problem solving and projects. This includes teams and leaders from Field and Brand Marketing, Supply Chain, Design, Architecture and Construction, New Development, Finance, Legal, R&D, Quality, Concept Evolution and Concept Support Services.
• Oversee and monitor consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection, reinvestments, consumer satisfaction and ADQ standards.

Communications and Interactions with Franchisees:

• Travel to districts to visit franchisee stores with business consultants and ensure/validate the B.C.’s reported progress against goals.
• When warranted, get directly involved with franchisees on escalated matters that are more complex. For example, may notify franchisees that they will be issued a default in the event of store evaluation failure, facility deficiencies, or unapproved procedures; following the expiry of a cure period after the notice of default; may make a decision to terminate the franchisee; may address issues or questions escalated by business consultants on modernization completion, or address national marketing non-compliance with franchisees; may approve compliance exceptions to how a particular store represents the brand, their equipment, menu, etc., without which the franchisee would be in violation of contract.
• Prepare and present at annual franchisee Leadership Meetings, in partnership with Regional Marketing Manager. Prepare and present at franchisee Fall Business Conferences.
• Respond to customers and franchisees in a timely manner.

Management of Team: Continuously coach, support and advise business consultants on the following:

• The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development.
• Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as established by ADQ’s U.S. Operation’s business plan and operating standards.
• Collaborate with, and provide insightful counsel to position franchisees for optimal financial health.  When available, determining the financial status of the franchisee and monitoring their store(s) for progress.  
• Partnering with appropriate ADQ staff to help position new and existing franchisees, to establish and execute effective development, reinvestment and renewal strategies.
• Hire, build and support a high-performance team with skills that are relevant to the needs of the business.  Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitors progress and results on an ongoing basis.
• Conduct weekly team meetings to ensure staff are focused on their performance goals, share best practices and communicate corporate information affecting team. Prepare and lead week-long regional Business Consultant meetings, 3 times per year.
• Coach employees to develop their skills and abilities; when appropriate, provide assignments and opportunities for development. 

Other duties:

•  Includes assisting New Development/Remodel initiatives by conducting personal interviews with prospective franchisees to assess whether they have the business and managerial aptitude to become a successful ADQ franchisee. Interview existing franchisees to assess the same aptitude concerning the possible expansion of their business. Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on the feasibility of projects. Provides opinion/sign-off on acceptability of franchisees and real estate to the Development Review Committee.

• Develop an operating budget/profit plan for the region. Consistently strive to meet or favorably exceed the operating budget.

• May be asked to guide cross-functional corporate projects or committees. Other duties as assigned or needed.

Qualifications

• B.A. or B.S. Degree in Business, Restaurant Management or a related field, or equivalent combination of education and work experience. MBA a plus.
• 10+ years of progressively responsible related experience, with a minimum of 5 years of experience in corporate franchise management operations (large fragmented system preferred), and the balance in franchise operations experience and/or restaurant management (with direct P&L responsibility for multi-unit geographically dispersed operations).
• Minimum of 3-5 years managing employees required. Experience managing franchise operations professionals preferred.

• Track record of managerial ability: Includes building a high performance team, establishing clear expectations: monitoring progress and results on an ongoing basis; coaching and supporting employees to develop their skills; regularly providing feedback on employees’ strengths and when they are performing well; providing constructive feedback on areas to develop; creating focus on the right priorities; eliminating roadblocks; providing solutions to day-to-day problems for staff.

• Ability to lead geographically dispersed teams.

• In-depth knowledge and understanding of restaurant industry (QSR preferred) and of restaurant operations. Proficient knowledge of marketing, finance and training.

• Experience effectively creating and managing an operating budget.

• Experience working within a franchisor organization, preferably a QSR brand.

• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations

• Proficient in Microsoft Word and Excel. Working knowledge PowerPoint.

• Communication Skills.Strong communication skills, with the ability to effectively articulate and present ideas to a variety of internal and external audiences. Strong public speaking/ presentation skills to present to staff, management peers, senior company management, and franchisees one-on-one and in groups.

• Teamwork and Cooperation. Effectively solves problems with others.  Involves others in matters that impact them. Works towards cross-functional “win-win” solutions. Strong ability to coordinate with other departments (Marketing, Finance, Supply Chain, Legal, Design/ Architecture/ Construction, New Development, Quality and Research and Development) to complete projects on time.

• Change and Continuous Improvement.Challenges the status quo. Generates new and viable ideas. Can facilitate effective brainstorming to create solutions and improved processes.  Advances ideas into action. Keeps up to date on new developments and information related to Operations, as well as relevant industry practices and technical developments. 

• Accountability and Drive for Results.Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment. Makes effective decisions in a timely manner.  Effectively plans and coordinates work; anticipates and adjusts for problems; evaluates results. Adjusts priorities as situations change.  Takes the initiative to find solutions quickly and effectively. Takes into account the realities of our franchisee system, as well as the impact to other teams cross-functionally. Uses data to inform decision-making.

• Strategic Operations Leadership.Demonstrated ability to assists in developing strategies for achieving operations goals, to translate business strategies into clear tactics, and to anticipate future trends or problems, their potential impact, and how to address them with relevant strategies.

• Demonstrates the highest level of integrity and trust.Communicate problems and setbacks in an honest and transparent manner that engenders trust from others. Demonstrate professional behavior at all times. Take a stand on difficult issues to “do the right thing; encourage openness and fairness.

   

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Job Description

Salary Range:

The expected pay range for this position is $110,000 to $125,000 yearly.  The pay rate will vary based on skills, experience, and location.

Overview:

We are seeking an experienced and dynamic Computer and Information Systems Manager to join our team. The ideal candidate will have a strong background in planning, directing, and coordinating activities in electronic data processing, information systems, systems analysis, and computer programming. You will play a crucial role in ensuring the efficiency and effectiveness of our IT operations and systems.

Key Responsibilities:

• Project Management: Plan, direct, and coordinate IT-related projects, ensuring they are completed on time, within scope, and within budget.
• System Oversight: Manage the day-to-day operations of information systems.
• Team Leadership: Lead and supervise a team of IT professionals, providing guidance, support, and performance management.
• Systems Analysis: Conduct systems analysis to evaluate the efficiency and effectiveness of current IT systems and recommend improvements.
• Strategic Planning: Develop and implement IT strategies and policies aligned with the organization’s goals and objectives.

Qualifications

• A minimum of 3-5 years of experience in IT management, systems analysis, and computer programming.
• Proficiency in IT infrastructure, network management, database management, and software development. Familiarity with cloud computing, cybersecurity, and data analytics is a plus.
• Strong leadership and team management abilities with excellent communication and interpersonal skills.
•  Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.
• Proven experience in managing IT projects from inception to completion, with a track record of delivering successful outcomes.
• Ability to adapt to rapidly changing technology and business environments.

Preferred Qualifications:

• Experience with enterprise-level applications and systems.

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Master’s degree in a relevant field. (Preferred)
• Professional certifications such as PMP, CISSP, or ITIL. (Preferred)

Clearance Requirement:

• Must be a US Citizen
• Must have an active Public Trust or have the ability to obtain one.

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Job Description

What’s the role?

As a Dynatrace Solution Engineer, you will be a key member of the Dynatrace sales engine and will be responsible for providing excellent technical support to the sales team. You will be the expert on Dynatrace and all facets of Advanced Observability. Within this exciting role, you will be responsible for executing great demos which demonstrate the Dynatrace unique approach in solving the customer’s pain, executing and managing POCs onsite and remote, building key relationships with Dynatrace’s customers and completing RFIs & RFPs. You will also work across teams including Dynatrace’s innovation labs, Dynatrace’s Expert Services consultants, CSMs and marketing.

About you:

To ensure your success as a Solution Engineer at Dynatrace, you need to be an ambitious, confident and self-motivated individual, with previous SE experience or another technical customer facing role. You need to be passionate about innovative technology, technical sales and articulating value to customers and prospects. In addition, we are also looking for:

• An excellent team player, with the ability to work across all disciplines.
• Excellent communication and presentation skills, with the ability to communicate technical value into business value.
• Previous 3 – 5 years of experience with observability or application performance management technologies and techniques.
• Ability to troubleshoot technical issues to produce a working outcome and be able to manage this process.
• Ability to manage a number of projects simultaneously, work with a number of different sales people and support other SEs where needed.
• Must have a strong desire to grow professionally, adapt to an ever-changing environment and are coachable.
• Must be able to travel up to 30% of the time

Responsibilities:

• Evangelize Dynatrace’s product offerings during international trade shows and at key customer account meetings to promote new and expanded business.
• Partner with sales representatives to identify new sales opportunities as well as incremental sales opportunities within existing accounts.
• As part of the solution engineering team participate in proof of concept (PoC) creation and cloud architecture discussions, leading the technical solution evaluation portion in support of sales opportunities either directly or through channel partners for multiple POCs.
• Present Dynatrace’s vision to our customers C-suite executives.
• Provide technical guidance in the Discovery, Solution Evaluation, and Solution Proposal stages of the opportunity sales cycle.
• Present on-stage demonstrations providing insight and context to our customers during key marketing events. Either at Dynatrace sponsored industry events or partner sponsored events, ensure key demonstrations are delivered by you or a team member at demonstration booths.
• Gather, qualify and provide feedback from customers to Product Management to improve Dynatrace’s market share and meet the market needs.
• Build best practices and share knowledge the team to continuously develop and enhance both your personal and team capabilities.
• Work with local Sales and Sales Engineering leadership to identify learning/ development opportunities for you and the local team to maintain Dynatrace’s leadership position in the market.
• Create and modify Dynatrace template presentations, in order to attend the specific demands of each customer
• Not only work with internal sales team, but also with partners, supporting their team in the customers and being a technical point of contact for them (trusted advisor/technical coach).

Position might be filled at a higher level based on candidate experience.

Preference will be given to candidates located in: NC, SC, GA, TX, FL, or OK

Qualifications

Minimum Requirements:

• Bachelor’s degree in Computer Science or equivalent education or experience required.
• 3+  years of experience within the observability space.

Preferred Requirements:

• Experience with web technologies such as HTML, CSS, and JavaScript.
• Experience with programming / scripting side technologies such as Java, .NET, PHP, Go, Node.js and database.
• Advance knowledge of Operating Systems (OS) including Windows and Linux.
• Experience with DevOps or Site Reliability Engineering practices
• Knowledge with cloud platforms, including AWS, Azure or GCP
• Experience with modern technologies like containers, Kubernetes / OpenShift, Serverless functions, and CI/CD pipelines
• Experience with automation like Ansible, Puppet, Terraform, etc

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Job Description

What’s the role?

As a Dynatrace Solution Engineer, you will be a key member of the Dynatrace sales engine and will be responsible for providing excellent technical support to the sales team. You will be the expert on Dynatrace and all facets of Advanced Observability. Within this exciting role, you will be responsible for executing great demos which demonstrate the Dynatrace unique approach in solving the customer’s pain, executing and managing POCs onsite and remote, building key relationships with Dynatrace’s customers and completing RFIs & RFPs. You will also work across teams including Dynatrace’s innovation labs, Dynatrace’s Expert Services consultants, CSMs and marketing.

About you:

To ensure your success as a Solution Engineer at Dynatrace, you need to be an ambitious, confident and self-motivated individual, with previous SE experience or another technical customer facing role. You need to be passionate about innovative technology, technical sales and articulating value to customers and prospects. In addition, we are also looking for:

• An excellent team player, with the ability to work across all disciplines.
• Excellent communication and presentation skills, with the ability to communicate technical value into business value.
• Previous 3 – 5 years of experience with observability or application performance management technologies and techniques.
• Ability to troubleshoot technical issues to produce a working outcome and be able to manage this process.
• Ability to manage a number of projects simultaneously, work with a number of different sales people and support other SEs where needed.
• Must have a strong desire to grow professionally, adapt to an ever-changing environment and are coachable.
• Must be able to travel up to 30% of the time

Responsibilities:

• Evangelize Dynatrace’s product offerings during international trade shows and at key customer account meetings to promote new and expanded business.
• Partner with sales representatives to identify new sales opportunities as well as incremental sales opportunities within existing accounts.
• As part of the solution engineering team participate in proof of concept (PoC) creation and cloud architecture discussions, leading the technical solution evaluation portion in support of sales opportunities either directly or through channel partners for multiple POCs.
• Present Dynatrace’s vision to our customers C-suite executives.
• Provide technical guidance in the Discovery, Solution Evaluation, and Solution Proposal stages of the opportunity sales cycle.
• Present on-stage demonstrations providing insight and context to our customers during key marketing events. Either at Dynatrace sponsored industry events or partner sponsored events, ensure key demonstrations are delivered by you or a team member at demonstration booths.
• Gather, qualify and provide feedback from customers to Product Management to improve Dynatrace’s market share and meet the market needs.
• Build best practices and share knowledge the team to continuously develop and enhance both your personal and team capabilities.
• Work with local Sales and Sales Engineering leadership to identify learning/ development opportunities for you and the local team to maintain Dynatrace’s leadership position in the market.
• Create and modify Dynatrace template presentations, in order to attend the specific demands of each customer
• Not only work with internal sales team, but also with partners, supporting their team in the customers and being a technical point of contact for them (trusted advisor/technical coach).

Position might be filled at a higher level based on candidate experience.

Qualifications

Minimum Requirements:

• Bachelor’s degree in Computer Science or equivalent education or experience required.
• 3+  years of experience within the observability space.

Preferred Requirements:

• Experience with web technologies such as HTML, CSS, and JavaScript.
• Experience with programming / scripting side technologies such as Java, .NET, PHP, Go, Node.js and database.
• Advance knowledge of Operating Systems (OS) including Windows and Linux.
• Experience with DevOps or Site Reliability Engineering practices
• Knowledge with cloud platforms, including AWS, Azure or GCP
• Experience with modern technologies like containers, Kubernetes / OpenShift, Serverless functions, and CI/CD pipelines
• Experience with automation like Ansible, Puppet, Terraform, etc

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