Associate Manager - Operations Intelligence

What You’ll Be Serving Up:

You will enhance KFC’s ability to provide an exceptional guest experience by designing and implementing innovative operating systems that drive meaningful improvement in guest satisfaction. Your mission will be to leverage your understanding of the current customer experience and develop actionable initiatives to transform KFC’s customer relationship.

Here’s How You’ll Spice Things Up:

Driving improvement of the guest experience

• Elevate customer experience by methodically formulating and implementing actionable improvement plans against each CX metric, in line with our overall customer strategy.
• Enhance in-restaurant customer interactions by designing and implementing operating systems that improve accuracy, speed, and hospitality.
• Ensure a best-in-class experience by researching and integrating best practices and innovations from our competitors’ guest experiences.

Maximizing impact through effective reporting

• Enable dynamic data visibility and instantaneous generation of reports by developing and maintaining blueprint dashboards and business intelligence applications, tailored to stakeholder needs.
• Unlock critical customer insights by expertly managing, validating, and maintaining required datasets.
• Deliver seamless service across data and reporting platforms by expediently addressing issues as the Single Point of Contact for the Operations HelpDesk and managing the System & Equity Operations Scorecard.

Delivering results through effective collaboration

• Make an impact across the organization by providing your expertise across a variety of cross-functional projects, including menu design, merchandising, suggestive selling, digital experiences, and hospitality initiatives.
• Unlock a better customer experience by improving the team member experience, partnering with the People & Culture team to identify and address the most significant pain points for our restaurant staff. 
• Inform strategy and decision-making by analyzing customer data to uncover critical insights in collaboration with the Consumer Insights and Guest Recovery teams.
• Deliver an exceptional digital customer experience from order to delivery by partnering with IT, Engineering, and Marketing teams to create an unparalleled customer journey for our online platforms.

What You Bring to the Table:

• Education:
  • Bachelor’s degree from an accredited 4-year university.
• Experience:
  • 5+ years of relevant work experience with a Bachelor’s, or 3+ years with a Master’s.
  • Prior experience in the restaurant industry, specifically QSR, preferred.
• Skills:
  • PowerBI, SQL, Tableau
  • Experience creating dashboards
  • Experience creating and maintaining reports. 
• Mindset:
  • Relentless in the pursuit of excellence and maintaining high standards.
  • Resourceful and adaptive in ambiguous situations with a proven ability to operate “in the grey.”
  • Resilient in the face of obstacles and persistent in driving towards results.
• Excellent oral and written communication skills to engage and align cross-functional stakeholders; ability to present effectively to senior leaders.
• Strong analytical skills to interpret data and form action-able recommendations.
• Exceptional project management capabilities, including driving great outcomes in a fast-paced environment.
• Steadfast ability to act as the key person-to-contact in interactions with downstream stakeholders, including franchisees and customers.
• Thrive in a collaborative environment.

KFC Corporation, based in Louisville, Kentucky, is one of the few brands in America that can boast about having a rich, 60-year history of success and innovation. In fact, KFC is the world's most popular chicken restaurant chain and a division of Yum! Brands, the world’s largest restaurant company.
 
Yum! Brands, Inc., based in Louisville, Kentucky, has over 45,000 restaurants in more than 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. In 2018, Yum! Brands was recognized as part of the inaugural Bloomberg Gender-Equality Index. The company’s restaurant brands – KFC, Pizza Hut and Taco Bell – are global leaders of the chicken, pizza and Mexican-style food categories. 
 
More important than our size is our commitment to breakthrough innovation and the success of our employees. We're proud of the unique culture we've built, one where everyone can be their best self, make a difference and have fun! We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background.