Job Summary

The Supervisor, Digital Care Operations supervises a team of Digital Care Support Specialists engaged in the day-to-day support of Operations technology needs. The Digital Care team consists of team members focus on menu creation and updates for mobile, pos, and kiosk; troubleshooting hardware, and software issues; engages multiple technology partners and crosses divisions, sectors, and technology to solve technology issues at a Dining location. Dining locations are open weekdays, evenings, and some weekends and may need support during those off-peak hours.

Responsibilities

• Oversee group of Tech Support Analysts who are focused on providing menu and Operator technical support
• Manage day-to-day issues, serves as point of contact for escalations and maintain business guides and process, ensuring their Tech Support Analyst team effectively executes the day-to-day requests and support tickets needs
• Maintain team schedule, timely process time sheets, and review OT hours
• Schedule and create coverage plan(s) for Digital Support during off peak hours including, evenings, early mornings and some weekends
• Provide icket and Operations support directly if necessary
• Train, promote, and champion stellar customer service within Tech Support team
• Proactively and consistently support all efforts to simplify and enhance the Operator experience
• Engage team and vendor partners as needed on support items, ensuring issues are resolved correctly and timely
• Serve as a subject matter expert as it relates to industry best practices, troubleshooting specific technology issues, and identifying trends
• Supervise accuracy and productivity of Tech Support team
• Oversee the review of daily and weekly fulfillment reports to track performance and ensure teams are addressing outstanding support issues
• Identify, uncover, and quickly resolve issues and communicate plans with impacted parties
• Support and coordinate training process and rollout of new products and platforms to ensure proper execution of order processing and technical fulfillment
• Articulate to management opportunities to create and enhance workflow
• Maintain updated operations training materials for use by other Digital Support teams, Tech partners, and Operations
• Participate in the education of internal and external team members and ensure proper rollout of all new tools, process, and techniques
• Escalate and alert management of consistent issues with staff, markets, or technologies
• Focus on quality, timeliness, efficiencies, and process is critical
• Other responsibilities as assigned

Qualifications

• Strong ability to prioritize and multi-task in a fast-paced environment, pathological attention to detail
• Ability to influence and build relationships in a cross-functional environment
• Ability to adapt to change and learn new applications/processes/products quickly
• Ability to solve practical problems and be able to live in the grey area when no black and white instructions are provided
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Extensive phone interaction with both internal and external customers
• Sense of urgency to requests and strong ability to prioritize tasks