Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Senior Manager - Delivery Operations
- Location
- Dallas
- Type
- Full time
- Posted
- 3H AGO
About the role
WHO WE ARE
We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.
Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.
WHAT WE’LL NEED
Role Summary
The Senior Manager, Delivery Operations leads operational performance and continuous improvement across first-party and third-party delivery channels. This role drives delivery reliability, restaurant execution, and guest experience by establishing operational standards, identifying performance gaps, and implementing scalable improvements.
Working closely with Brand Partners, field teams, Delivery Service Providers (DSPs), and cross-functional partners, this leader translates operational insights into measurable improvements in restaurant efficiency and delivery performance.
Key Responsibilities
Delivery Performance & Reporting
Monitor 1P and 3P delivery performance, including service levels, cancellations, order accuracy, handoff execution, refunds, and guest issues.
Develop actionable reporting and performance insights to identify trends, root causes, and improvement opportunities.
Establish performance reviews, escalation thresholds, and corrective-action plans with internal teams and DSPs.
Provide monthly operational reporting to field leadership with clear recommendations and follow-up actions.
Independently translate delivery operational priorities into actionable plans, drive DSP accountability, and influence consistent execution across the restaurant network.
Restaurant Operations & Execution
Establish and improve delivery operating procedures, including order handoff verification, driver interactions, and exception handling.
Support delivery readiness for new restaurant openings, major events, and peak-volume periods, including Big Game preparation.
Manage operational recovery processes for paused or underperforming restaurants, including ezCater locations.
Maintain field communications, FAQs, and operating procedures to support consistent restaurant execution.
Partner with DSPs & Ops to improve driver engagement, pickup experience, and restaurant-driver interactions, including evaluating operational effectiveness of driver incentive initiatives.
Issue Resolution & Guest Experience
Monitor delivery-related cases, Brand Partner concerns, customer support trends, and guest experience metrics.
Coordinate resolution of recurring operational issues, including delivery failures, refund exceptions, and service disruptions..
Partner with DSPs and internal teams to improve issue resolution and reduce repeat failures.
Continuous Improvement & Cross-Functional Collaboration
Lead root-cause analysis, process improvements, and operational pilots to improve delivery reliability and efficiency.
Translate operational findings into actionable improvements, training requirements, and technology enhancements.
Partner with DSPs, Restaurant Technology, Digital Product, Guest Experience, and field leadership to resolve operational challenges.
Track implementation, adoption, and results to ensure improvements are effective and sustainable.
Measures of Success
Delivery Reliability: Improved service levels, order accuracy, and handoff execution; fewer cancellations and operational defects.
Issue Resolution: Faster resolution of recurring issues, with clear accountability and corrective actions.
Restaurant Execution: Consistent adoption of delivery standards and improved operational readiness.
Guest Experience: Fewer delivery-related complaints, refunds, and repeat service failures.
Continuous Improvement: Measurable, sustained improvements in delivery reliability, restaurant efficiency, and operational performance.
WHAT YOU’LL NEED
Required Qualifications
- 7+ years of experience in delivery operations, restaurant operations, operational analytics, or continuous improvement, preferably within QSR or marketplace businesses.
- Strong understanding of first-party and third-party delivery operations, DSP performance management, restaurant fulfillment processes, and POS/KDS technologies.
- Proven ability to analyze performance, identify root causes, and implement sustainable operational improvements across multiple restaurant locations.
- Experience managing external partners, service-level performance, and cross-functional initiatives to drive measurable results.
- Advanced proficiency in Excel and Power BI; SQL experience preferred.
- Knowledge of continuous improvement methodologies, process optimization, and performance management.
- Strong business acumen, with the ability to connect operational performance to restaurant efficiency, guest experience, and financial outcomes.
- Ability to influence stakeholders and drive results in a franchise-based, cross-functional environment.
- Strong communication, problem-solving, and project management skills.
WHO YOU ARE
No job is too small. You recognize that the real work happens in the restaurants, and everything we do should support their success. You stay humble, roll up your sleeves, and always look for ways to help. You learn from others and contribute wherever you can.
You care deeply about doing great work and driving results. You’re curious, ask questions, and seek out opportunities to improve. You don’t just point out problems—you bring solutions, ideas, and perspectives that move the team forward.
You take full responsibility for your work and see things through to completion. You aren’t afraid to fail because you know that failure is a part of learning and growth. You take action, move fast, and keep pushing forward.
You lead with empathy, respect, and emotional intelligence. You collaborate effectively, fostering a culture of trust and constructive feedback. You understand the importance of teamwork and ensure that your actions build others up rather than break them down.
You push yourself and others to be better. You embrace healthy conflict, knowing that great ideas and strong teams emerge from honest, constructive conversations. You believe that leaders create leaders and are committed to fostering a culture of growth, challenge, and continuous improvement.
BENEFITS
FLAVOR PERKS:
Unlimited paid time off for exempt employees
One paid volunteer day of your choice
Competitive bonus structure for eligible roles
Team member stock purchase plan
Health savings or flexible spending account options
401k – (dollar for dollar on the first 3% and then 50 cents on the dollar for the next 2% for team member contributions up to 5% of eligible compensation)
Comprehensive medical, dental, and vision benefits
Basic life and AD&D insurance provided
Pet insurance
Education Assistance
Wellness reimbursement program
Paid maternity and paternity leave
FUN IS THE BEST FLAVOR:
Lunch provided every Tuesday and Thursday in office
Discount on Wingstop gift cards
Onsite game room
Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
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