Digital Service Specialist

*Please note that this is a hybrid role, requiring 2 days a week in the office. Eligible candidates must be within commuting distance of our Minnetonka, MN location.

Job Summary: The Delivery Specialist supports 1st and 3rd Party Delivery implementation, campaigns, strategy, and analysis across multiple brands/concepts. Position will leverage market research and delivery provider relationships to elevate our brands' presence and sales in the delivery space.

Principal Accountabilities:

• Coordinate and manage both 3rd party and 1st party delivery operations for multiple restaurant brands (corporate and franchised), including but not limited to: Papa Murphy's, Famous Dave's, Granite City, and Village Inn.
• Monitor and evaluate performance of third-party delivery partners (track delivery KPIs), identifying opportunities for improvement and ensuring the delivery experience meets brand standards.
• Audit and maintain relevant 3rd party delivery marketplaces for all brands' locations to ensure the most optimal customer experience.
• Collaborate with Off-Premise and Marketing teams to support delivery-specific promotions and campaigns.
• Facilitate new store openings, transfers, relocations, and closures as it pertains to 3rd party delivery.
• Evaluate and monitor order metrics and provide reporting to leadership as scheduled or requested.
• Coordinate, manage, and execute projects from initiation to completion, ensuring timelines, resources, and objectives are met while collaborating with cross-functional teams.
• Process new user setup and security; perform ongoing maintenance to ensure user access to the system is up to date (e.g. remove access for terminated users).
• Provide training as needed to restaurant operators on system use, processes, and updates.
• Assume responsibility for delivery-related tickets escalated by Digital Services team.
• Complete tasks as assigned by Sr. Digital Services Manager and senior leadership.

Qualifications:

Education:

• High School Diploma required.
• Degree in business, marketing, or related field preferred.

Experience:

2 years of experience in one or a combination of the below required:

• The Restaurant or Hospitality Industry
• 3rd Party Delivery Platforms
• Project Management

Marketing Skills/Competencies/Certifications:

• Must have at least a basic understanding of 3rd party delivery platforms (e.g. DoorDash, Uber Eats, GrubHub).
• Comfort with restaurant management software a plus (e.g. POS systems and order management platforms like Toast and Olo).
• Experience in system maintenance and/or advanced computer skills -- Microsoft 365 applications, email management, ticketing systems, etc.
• Quick-thinking and resourceful in resolving issues with the ability to remain calm under pressure.
• Excels at interacting with a diverse group of people (internally and externally) and all levels of management.
• Ability to manage vendor relationships and address problems/issues as they arise in a professional and productive manner.
• Proven ability to multi-task, effectively prioritize, manage multiple deadlines, and work with needs of various functions/departments.
• Demonstrated focus on quality and service excellence.
• Possess strong analytical and problem-solving skills with a strong customer service orientation.
• Strong written and verbal communication skills including documentation and communication of status to end users, vendors, and team members.
• Must be self-motivated with strong initiative to learn, and a self-starter able to with abstract and non-routine issues.