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IT Consultant

  • Posted
  • Ann Arbor, Michigan, United States

About Us

Domino’s Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately: we’re a reshaped, reenergized brand of honesty, transparency and accountability – not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream’ to local business owners, 90% of which started as delivery drivers and pizza makers in our stores. That’s just the tip of the iceberg…or as we might say, one “slice” of the pie! If this sounds like a brand you’d like to be a part of, consider joining our team!

Job Details

The Specialist –Technology Consultant (Intake Process) will act as an escalation contact regarding store related technology for franchisees within the United States. This team member will also work directly with internal service centers, IT, and technology vendors to ensure domestic franchisees receive the best possible service and support. The Specialist Technology Consultant will collaborate with other teams to determine the appropriate channels and teams needed to drive resolution as a function of the intake process. This role will involve providing detailed information to internal and external parties and will serve as a feedback loop to franchisees.

RESPONSIBILITIES AND DUTIES

 

(45%) Manage Intake Process and Reporting

  • Manage all escalation and investigation requests from franchisees and operations partners through Domino’s Platforms (like Domino’s Connect).
    •  Assign requests to U.S. Franchise IT consultants based on region
    • Create and Manage reporting for leadership on intake requests
    • Develop processes needed to execute this program and design automation to handle the volume
    • Establish cadence meetings with the needed teams to provide feedback.

GlobalCare

  • Establish meetings with GlobalCare management each period
    • Provide feedback from U.S. Franchisees and Operations Partners to GlobalCare Team Leads
    • Address outstanding concerns and issues to understand the reported known issues, status changes and reporting.
    • Collaborate with GlobalCare on standardizing reporting and processes related to reported known issues.
  • Escalation of issues
    • Work with GlobalCare to drive urgency for all outstanding issues in need of immediate attention

Internal IT

  • Attend cross functional stand-up meetings (Pulse Dev, QA, Platform, and GlobalCare)
    •  Add new technology issues that are not currently in the pipeline to resolve
    •  Provide available updates on existing technology issues
    • Drive urgency across the teams to ensure quick resolution of outstanding issues
  • Escalation of issues
    • Work with Pulse Dev, QA, and Platform to drive urgency for all outstanding issues in need of immediate attention

(45%) Develop and maintain relationships with US Franchisees and Operations Partners

  • Setup and execute franchise communication schedule
    • Create a schedule for an organized communication plan with key contacts
    • Execute against communication plan
    • Follow up with status updates on any outstanding issues or concerns
  • Maintain open communication with U.S. Franchise IT Team, Franchise Business Consultants and Internal Teams to align on:
    • Franchise concerns, questions, and challenges
    • Outstanding issues
    • Technology rollouts
  • Respond to questions and concerns from corporate operations and IT personnel
  • Discuss DPZ IS solutions software needs, hardware needs and associated costs with domestic franchisees and Operations partners
  • In market visits with select franchisees a minimum of 4 times per year
    • Establish strong relationships with franchisees
    • Understand the franchise business from a technology perspective
    • Return to Domino’s corporate office with input on technology needs

(10%) Additional Project Support

  • Provide assistance as needed with technology projects and initiatives
    • Feedback from franchisee perspective
    • Provide guidance based on knowledge of US Operations Technology
    •  Provide some assistance with internal QA efforts
  • Provide assistance with Team USA technology as needed
    • Light project management
    • Equipment ordering
  • Provide assistance with International Ops Technology as needed
    • Assist with new market openings and markets converting to Pulse
    • Provide advanced technical support as needed

 

Qualifications
  • Bachelors in Computer Science or related field preferred
  • Minimum 3-5 years of project support experience, primarily project task scheduling and managing multiple relationships with project stakeholders including internal and external clients
  • Experience or familiarity with:          
    • Project planning, project scheduling and issue identification
    • Microsoft Office, specifically Excel, Visio, and Project
  • Ability to communicate with all levels of the organization
  • Excellent organization and time management skills to ensure project completion
  • Ability to create systematic and manual operations procedures in both technical and user-friendly language
  • Software installation, configuration, training, and store operations background is highly desired
  • Must be able and willing to travel within the United States, staying in-market for 4 – 5 business days
Additional Information

All your information will be kept confidential according to EEO guidelines.