Director, Restaurant Technology Delivery & Franchisee Support Services

Job Summary

The Director of Restaurant Technology Delivery & Franchisee Support Services is a key strategic and operational leadership role responsible for overseeing the delivery of restaurant technology initiatives and franchisee support services across the Papa Johns system. This role ensures that technology execution aligns with business goals and that scalable, cost-effective services are in place to support both corporate and franchise operations.

This individual will lead the planning and coordination of Franchisee IDS sub-committees and manage engagement and follow-through with the Franchisee Advisory Council. The Director will also oversee the Franchise Support Help Desk (FSHD), driving operational efficiencies, improving service quality, and defining the future state support model in alignment with the next-generation POS initiative.

Additional responsibilities include managing the in-restaurant technology hardware business—introducing new vendor partners, identifying cost savings opportunities, and influencing hardware platform decisions in partnership with the next-gen store innovation team. The Director will also play a critical role in vendor relationship management, ensuring accountability to service-level agreements (SLAs) and driving performance through scorecard-based metrics.

Duties & Responsibilities (other duties as assigned)

• Lead end-to-end delivery of restaurant technology solutions across corporate and franchise locations

• Manage the planning, coordination, and execution of Franchisee IDS sub-committees and Advisory Council engagement

• Drive improvements to Franchise Support Help Desk (FSHD) services, including performance tracking, efficiency gains, and defining the future-state support model

• Oversee vendor management for in-restaurant technology platforms, including contract compliance, SLA tracking, and scorecard accountability

• Manage the restaurant hardware business, identifying and onboarding new vendor partners to improve cost-efficiency and performance

• Collaborate with Store Innovation and POS teams to influence and define future hardware platform standards

• Provide strategic leadership on next-generation POS rollout, ensuring franchisee requirements and business objectives are met

• Oversee IT portfolio planning, resource allocation, financial oversight (CapEx and OpEx), and project execution

• Lead initiatives to automate and optimize IT processes, improving operational efficiency and delivery speed

• Communicate regularly with internal stakeholders and senior leadership on project progress, risks, and business outcomes

• Foster strong, collaborative relationships with third-party IT service providers to maximize delivery value

• Promote a positive team culture focused on professional growth, accountability, and innovation Lead and direct the Papa Johns technology hardware procurement and install business

• Focus on the on time and expected delivery of restaurant technology from a break fix and NRO perspective

• Ensure that no new restaurant opens late directly due to technology hardware availability 

• Lead and direct all support desk activities and deliver against expected SLA’s and franchisee feedback

• Responsible for growth of hardware business.  Drive innovation in supply chain to drive costs out of the system and reduce overall franchisee capital expense 

• Partner in development and execution of cross-program integrations

• Keep current with trends and benchmarking in governance practices across industries.

• Provide leadership and ensure the effectiveness of process for prioritizing projects.

• Partner with IT functions and cross-functional stakeholders to define business requirements and translate business needs into multi-year plans, including project prioritization, scheduling, and resource planning.

• Develop IT strategy (supporting strategy planning and analysis, as well as incubation of new services, ensuring IT investments are aligned with overall IT strategy).

• Help identify strategic value goals in partnership with business partners and align it with IT vision and goals.

• Drives IT Corporate agenda, projects, enhancements on time and budget within defined scope.

• Responsible for identifying solutions that add tangible value through cost reductions, improved services or improved quality.

Education, Experience & Certifications

• Bachelor’s degree in Computer Science, Information Systems, Business Administration or related field or experience

• 8+ years’ progressively more senior leadership IT procurement positions

• 5+ years’ experience in supervisory/leadership role

• Knowledge of various IT systems 

• Ability to travel 25-50%

• Experience in Restaurant or Retail Operations preferred

Functional Skills

• Analytical Skills: effectively uses data to generate insights

• Planning & Prioritization: highest impact, highest value

• Financial & Business Acumen

• Communicates Effectively and Candidly

• Problem Solving; ability to use rigorous logic to solve problems with innovative effective solutions

• Process Improvement: Strive to continually improve

• Ability to build and leverage talent

• Ability to work in a challenging, fast-paced environment and to adapt to new situations as they arise

• Ability to effectively communicate, inform, and influence senior leaders

• Ability to work cross-functionality on multiple initiatives with a successful record of advancing projects

Our Values

• EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.

• DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.

• PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.

• INNOVATE TO WIN – We champion and challenge for a better way in all we do.

• HAVE FUN – We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies

• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence

• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.

• CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.

• BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.

• WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity

     
Papa Johns is an equal opportunity employer.