Sr Specialist - IT Restaurant Service Delivery

When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you!

This position is responsible for maintaining Wendy’s relationship with field leadership and franchisees to ensure the mutual, ongoing success of the partnership. The role will assist in converting restaurant technical support from vendor help desk support providers to the Wendy’s Restaurant Technical Support Center (WRTSC).  Once the conversion process is completed, the position will work with assigned franchisees/customers and the WRTSC to ensure a positive customer service experience, maintaining regular communication and relationships.

• Be the lead point of contact for any and all matters pertaining to support-related functions for assigned franchisees/customers.

  • • Build and maintain strong long-lasting customer-oriented relationships
    • Assist with high-severity requests or issue escalations, as needed
    • Manage the expectations of franchisees/customers
    • Interact and coordinate with the support team and other WRTSC team members to quickly resolve franchisee/customer concerns
    • Act as a communication link for DVPs, FADs and franchisees into the WRTSC

• Assist with restaurant technical support onboarding for franchise organizations converting to WRTSC support

  • • Create conversion schedules
    • Hold onboarding meetings with franchisees
    • Work with key technology personnel to ensure a smooth transition
    • Clearly communicate the progress of initiatives to stakeholders

• Ensure the timely and successful delivery of communications and reporting according to customer needs and objectives

  • • Lead regular technical support business reviews with franchise organizations
    • Establish and convene regular status update meetings with DVPs and FADs
    • Provide periodic franchise group reporting in designated areas to franchise entities, DVPs and FADs
    • Analyze, interpret and present support results
    • Work with data analysts on reporting needs

• Engage in a variety of account management tasks such as project management, coordination, strategic planning, relationship management, negotiation, and leadership.

  • • Act as franchisee/customer liaison into various WRTSC teams such as Support, Development, Operations, etc.
    • Enhance WRTSC reputation by accepting ownership for accomplishing new and different requests
    • Create opportunities to add value for franchisees/customers

• Identify and implement Continuous Service Improvement Initiatives to deliver faster service to our Franchisees.

  • • Identify current communication inefficiencies
    • Recommend automation ideas
    • Create a backlog for process improvements.
    • Create and maintain continuous feedback loop with key stake holders and partners.

• Education: Bachelors Degree

• 2 years of customer relations or account management experience preferred.
• Ability to work under pressure. Solid organizational and time-management skills. Proven ability to manage multiple projects at a time while paying attention to detail.
• Excellent verbal and written communications, listening, presentation and interpersonal skills.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organization, including executive and C-level.

“Wendy’s was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate’s job-related knowledge, skills, and experience, among other relevant factors.  This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. *  The target annual bonus for this role is 10% of annualized base salary, based on actual company and personal performance. 

Our square burgers make us different and so do our benefits!  Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings.  For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com.*

*NOTE: Wendy’s benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms.  Those documents supersede all other information regarding Wendy’s benefits, bonus, and other incentives.  Wendy’s retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws.”

#LI-REMOTE

Salary : $90,000 - $153,000