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Dunkin' Operating Services Manager - POS & Drive-Thru in Canton, Massachusetts

Operating Services Manager – POS & Drive-Thru will be responsible for optimizing operational processes and driving innovation with Dunkin’ POS, and drive-thru technologies. This individual will play a crucial role in enhancing efficiency, ensuring order accuracy, and elevating the overall customer experience.

Partnering with cross-functional stakeholders including the field ops team and franchisee teams to successfully identify opportunities, lead in-restaurant testing while iterating and adjusting based on operational learnings during test.


  • Develop and enhance POS operational processes to boost efficiency, ensure order accuracy, and elevate average check

  • Evaluate POS ringing screens and procedures for improved order accuracy and speed

  • Explore and integrate new technologies beyond the POS, including kitchen displays, printers, drive-thru timers, and headsets

  • Collaborate with the Restaurant Technology team to prioritize operational enhancements based on restaurant feedback

  • Ensure these improvements are incorporated into quarterly releases, managing timelines from development to national deployment

  • Work closely with the Back Office team to comprehend the end-to-end impact on restaurant teams, fostering seamless integration between POS and back-office systems

  • Lead in-restaurant field testing of POS and peripheral system initiatives, documenting operational procedures for effective communication to restaurant teams

  • Engage with franchisees and their teams during testing phases, gathering feedback, and addressing ongoing needs for operational enhancements

  • Foster innovation by collaborating with cross-functional teams, shared services, and vendors to implement and optimize POS peripheral systems such as drive-thru timers and headsets

  • Act as a subject matter expert, conducting thorough testing and providing support post-deployment


  • Five plus years restaurant operations management experience with multi-unit leadership experience (operational expertise and credibility)

  • 4 year Degree or equivalent experience

  • Experience with franchise-based business model

  • Strong knowledge & passion for operations and technology

  • Must be a self-starter, detailed planner with strong execution skills

  • Operations expert with ability to drive business results

  • Relationship builder; able to influence and motivate

  • Strong communication skills, both verbal and written

  • Organization and planning skills with disciplined follow-up

  • Ability and willingness to travel


  • Business Savvy

  • Communication

  • Interpersonal Relationships and Influence

  • Conflict Management

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.