Delivery Operations Manager

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Welcome to Whataburger Careers!

Summary Description: This position will optimize and manage delivery operations through third-party platforms. Responsible for ensuring seamless and efficient delivery services with a focus on building strong partnerships with third-party delivery providers. Oversees all aspects of delivery operations, from order processing to delivery campaign tracking and customer support.

Responsibilities:

• Cultivate and maintain strong relationships with third-party delivery providers to ensure alignment with brand standards and objectives.
• Oversee day-to-day delivery operations, including order processing, dispatching, and delivery tracking, to ensure timely and accurate delivery of orders.
• Provide training and support to restaurant staff and delivery partners on delivery procedures, customer service standards, and technology tools to ensure operational excellence.
• Monitor and enforce quality standards for delivery services, including food presentation, packaging, and delivery times, to uphold brand integrity and customer satisfaction.
• Leverage technology solutions, such as delivery management software and tracking tools, to streamline operations and enhance visibility into delivery operations.
• Develop contingency plans and protocols to address delivery issues, such as delays, order errors, and customer complaints. Implement corrective actions in a timely manner.
• Ensure compliance with local regulations, food safety standards, and delivery regulations for third-party delivery operations.
• Analyze delivery performance metrics, such as delivery times, completion rates, and customer feedback, to identify areas for improvement and implement corrective actions.
• Optimize delivery costs and expenses through efficient route planning, vendor negotiations, and cost-saving initiatives, while maintaining service quality.
• Assumes additional responsibilities as assigned.

Education :

• Bachelor's degree or any equivalent combination of educational and work experience required
• Master's degree preferred

Experience:

• 3+ years' experience supervising others at various organizational levels, preferably digital experience and operations support teams
• 3+ years' managing multiple third-party delivery (3PD) vendors
• Experience building marketing technology platform (online ordering preferred) and performance-based marketing
• 1+ years' experience as project or program manager

Knowledge, SKILLS, AND ABILITIES:

• Proficiency in MS Office Word, Excel, Outlook, Power Point, and Visio (as applicable)
• Proficiency in Workday (as applicable)
• Ability to communicate, influence, and negotiate decisions while motivating assigned staff
• Ability to work in a team environment

Working Conditions/Travel Requirements:

• Expected to work the necessary time to satisfactorily fulfill job responsibilities
• Must be able to report to work timely and as required by operational/business needs
• Must be able to work a full-time schedule and work outside of normal business hours when necessary
• Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary

300 Concord Plaza Dr San Antonio TX 78216-6903