Specialist, Digital Products and Experience

POSITION DESCRIPTION

POSITION TITLE: Specialist, Digital Products & Experience

REPORTS TO: Manager/Sr. Manager, Digital Products & Experience

STATUS: Exempt

LOCATION: Administration

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POSITION SUMMARY: The Specialist, Digital Products & Experience assists the team to create, launch, and maintain digital ordering products and their related guest experience components across all digital channels. Assisting the Manager, Digital Products & Experience, this position works with many external vendors and internal resources, such as guest experience designers, technical developers, data and analytics teams, and operational teams to create new features, renovate existing features, and manage the overall lifecycle of the digital products, from conception, to launch, and eventual decommissioning and replacement. This position will be gather business requirements, help define and measure digital guest experience KPIs, and help to drive adoption of digital ordering channels throughout the company.

ESSENTIAL FUNCTIONS:

The essential functions of the position include, but are not limited to:

• Collaborates with others to define and document digital channel guest ordering needs, product requirements, and business requirements.
• Research product solutions and helps plan product release schedules.
• Coordinates quality assurance and user acceptance testing, and orchestrates launches and releases with marketing and operational teams
• Develops and maintains relationships with key third-party service providers such that help tickets, product roadmap changes, and other requests are resolved expeditiously and to the benefit to our company
• Tracks assigned digital projects’ progress against completion and handles any non-technical requests for the development team for additional information
• Defines and tracks KPIs for their products’ performance.
• Communicates performance insights (financial impact, operational impact, and guest experience) and KPIs to leadership team and colleagues, as well as key internal and external stakeholders
• Ensures all digital product management processes are documented, complied with, communicated internally, communicated to key external partners, and periodically enhanced.
• Leverages data and consumer insights research to develop, confirm, and/or pivot to new product development and enhancements.
• Quickly addresses breaks and/or bug fixes alongside key internal and external partners
• Identifies and communicates upcoming changes and dependencies across various departments.
• Stays well-informed of external trends in restaurant, QSR and adjacent industries, and supplier capabilities to scout new innovations, identify potential partnerships and incubate new ideas.

OTHER FUNCTIONS:

• Other duties as assigned

QUALIFICATIONS:

• Scheduling:

- Monday - Friday, 8:00 am - 5:00 pm

• Occasional work outside normal hours as needed
• This position is eligible for remote work
• Physical Ability
• Must be able to lift up to 15 pounds
• Sitting most of the day
• Reaching and bending frequently
• Good speech and hearing are necessary for communicating with other employees, managers, and the public, as well as talking on the telephone
• Sight for performing computer work
• Mental Ability
• Exceptional decision-making skills and assessment skills
• Exceptional planning and organizational skills
• Equally good quantitative and verbal skills
• Reading, writing, and oral proficiency in the English language required
• Pre-Employment Requirements:
• Must pass a drug screening test
• Environmental conditions:
• Air conditioned, office environment
• Education:
• Four-year college degree in business, communications, MIS, or a related field; however, a minimum of 4 years of working experience, as defined below, can be substituted for educational requirements.
• Experience:
• A minimum of one year of work experience in any digital product management, user experience design, website or app design, digital marketing, or software development for a large, fast-moving organization or set of clients is required.
• Desired Skills:
• Experience in one OR more of the following areas: product management, user experience design, digital marketing, business analysis, software development, data engineering, or online design.
• Hands-on experience with a major content management system and/or app development platform
• Experience with developing requirements and issuing RFPs for professional services
• Exceptional communication skills (oral and written)
• Exceptional interpersonal skills
• Self-development skills (desire and ability to learn)
• Familiarity with Hawaiian and local Hawaii culture
• Desired Attributes:
• Self-motivated
• Creative thinker
• Action-oriented
• Flexible and quick thinking
• Ability to work under minimal supervision
• Ability to work under pressure to meet deadlines
• Collaborative team player

Disclaimer:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.