International Digital & Technology Manager

ESSENTIAL FUNCTIONS

May perform any or all of the following duties:

1. Franchise partner technology leadership

• Be the trusted technology advisor to franchisees in Mexico and to the franchise partners in the other Americas markets. Build strong working relationships with their technology, operations and digital leads, and adjust to each partners structure and maturity.
• Build and maintain a technology roadmap for each market, and support franchise partners on technology CapEx and OpEx planning.
• Drive adoption of International technology standards and track compliance. Bring exceptions and risks to the Director.
• Represent CKE IT in the regional technology forums.

2. Restaurant systems stability & escalation

• Own escalations for POS, kiosks, payments, digital menu boards and in-store network issues that affect sales or the guest experience.
• Lead incident triage with vendors. Drive root-cause analysis and permanent fixes, and report recurring issues and trends.
• Set up and monitor escalation paths, SLAs and response expectations with regional vendors and franchisee help desks.

3. Digital ordering, loyalty & integrations (market execution)

• Support ongoing operation of loyalty and digital platforms across the region, partnering with franchise partner IT teams. Coordinate readiness for online ordering and future digital channels.
• Own market execution for Deliverect and aggregator integrations (Uber Eats, Rappi, DoorDash and local partners): onboarding, menu and data configuration and deployments, order-failure triage and escalation.
• Validate end-to-end order flows (app, web, kiosk, aggregator, POS, reporting) before and after every launch.

4. Data, menu & reporting enablement

• Make sure Americas restaurants meet International sales-polling and data-completeness standards. Support the transition of legacy polling feeds and ongoing polling compliance.
• Understand how each POS platform in the region can be configured to match the CKE menu structure: items, modifiers, combos and meals, pricing, taxes and dayparts. Review and validate franchisee and vendor menu builds, and escalate structural gaps to International IT.
• Enforce the International menu item (PLU) numbering and menu change-control standards in the market. Route all new items through the governed process.
• Partner with International IT so every deployment is supported by reliable data and a governed menu setup.

5. Projects, deployments & payments

• Act as business analyst and project lead for regional initiatives: requirements, test plans and UAT, pilots, cutover, go-live and hypercare.
• Support execution of the International payments strategy and PCI compliance in Americas markets, including Canada.
• Create and maintain regional content in International IT's POS playbook: runbooks, rollout playbooks and decision logs.
• Performs other duties and/or special projects as assigned in response to changing business conditions and/or requirements

POSITION QUALIFICATIONS/CORE COMPETENCIES

• 7+ years in restaurant, retail or hospitality technology, including 3+ years in multi-unit QSR or franchised environments.
• Hands-on experience supporting and deploying at least one enterprise POS platform in live restaurants. Experience working across multiple POS platforms is strongly preferred.
• Working knowledge of POS menu configuration (how items, modifiers, combos, pricing and taxes are built) and how the menu flows to kiosks, digital ordering and aggregators.
• Experience delivering digital ordering, kiosk, loyalty or aggregator integrations.
• Proven multi-site rollout experience: requirements, testing, cutover, go-live and hypercare.
• Has led at least one multi-site POS conversion or replacement from planning through hypercare.
• Strong vendor management: SLA enforcement, escalation and follow-through.
• Able to influence franchise partners and senior stakeholders without direct authority.
• Professional fluency in English and Spanish, written and spoken.
• Bachelors degree in IT, Business or Hospitality, or equivalent experience.
• Prior experience in a role with regular international business travel; Latin America experience strongly preferred.
• Must display strong analytical and organizational skills and have the ability to identify and implement process improvement strategies with positive business results
• Must have strong work ethics and a high level of confidentiality to ensure proper handling of sensitive information
• Experience supporting restaurants in Canada as well as Latin America.
• Technology experience in Mexico or Latin America, including awareness of local fiscal and e-invoicing (CFDI) requirements that affect POS.
• Experience with PAR (PixelPoint or Brink), Oracle Simphony, Deliverect, or third-party loyalty platforms.
• Payments and PCI experience.
• Experience launching a loyalty or mobile ordering app across multiple markets or franchise groups.
• Experience standing up the restaurant technology stack for a new country or market entry, including local fiscal and payments requirements.
• Working knowledge of SQL and BI tools (Snowflake, Power BI).
• Experience working with multiple franchise partners in an international franchisor model, including franchisee associations and advisory councils.

WORK ENVIRONMENT

• Restaurant Support Center that operates in a fast-paced setting with a high volume of activity and a deadline-driven environment.
• Valid passport and the ability to travel internationally without restriction.
• Flexibility to support go-lives and critical incidents outside normal business hours across multiple time zones.
• Ability to work on-site in restaurants, including back-of-house environments, during installations and go-lives.
• Authorized to work in the United States or Mexico

PHYSICAL DEMANDS

• Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse.
• Travel 25-35%, including international travel to Mexico, Latin America and Canada, sometimes on short notice for go-lives or critical incidents.