The Brand Standards Specialist is responsible for supporting the Operations Platforms with day to day oversight and management of Service Channel, Yumpingo and Zendesk application dashboards as well as the tracking and reporting to Senior Management on KPI’s, budgets and performance. Additional responsibilities will include OPS program development, training and deployment. Available to train and support of field teams and new employees as needed.
Overall Responsibilities and Duties
Develop and maintain strong field relationships.
Develop and maintain strong vendor relationships.
Responsible for tracking and analyzing important reports and variances and identify areas in which positive changes can be made.
Assist in the development, training and deployment of OPS Services initiatives
Monitor daily all Yumpingo hospitality, speed, and food results and escalate to appropriate department or operator when necessary.
Create weekly reporting for store, region and brand results based on Yumpingo results.
Help create Yumpingo goals and standards of performance.
Have quarterly follow up with Yumpingo team to ensure we are performing up to expectations and also have the most up to date Yumpingo metrics and technology.
Continuously develop new and rich reporting using Yumpingo data.
Create training and assist in training regarding understanding all Yumpingo data and how to use what will be most impactful for the operation.
Directly follow up with restaurants and Regional Partners on real time guest feedback.
Create new tickets in ZenDesk for all Ecolab, Health Department, and Sanitation Audit scores that do not meet company standards
Follow up on all outstanding tickets in ZenDesk from Ecolab, Health Department, and Sanitation Audits
Monitor and escalate all priority Ecolab, Health Department, and Sanitation Audit reports to the appropriate people (Director of Culinary Ops, Director of Facilities, and Regional Partner)
Manage all Zendesk processes, contact information, and email templates. Update as needed.
Work to maximize the capabilities of ZenDesk for faster and more efficient follow up.
Education, Training, and Work Experience
Bachelor Degree or equivalent.
Project Management experience.
5-7 years industry related experience.
Advanced knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint and Adobe Acrobat.
Advance working knowledge of Power BI for reporting purposes.
Knowledge, Skills and Abilities
Strong discipline in time management and organizational skills
Strong quantitative and analytical skills
Data entry and processing skills
Ability to multi-task and work on multiple projects
Ability to adapt to a fast paced environment
Collaborative worker and teambuilding ability
Excellent verbal and written communication skills
Great attitude and willingness to learn
While performing the duties of this job the employee is frequently exposed to computer terminals. The noise level and temperature is moderate. The employee has the ability to sit, stand and/or walk for up to 10 hours a day. The employee is occasionally required to stoop, bend or kneel, lift up to 40 lbs. and perform other diverse physical tasks as needed. The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.NOTE: CPK reserves the right to revise or change the position plan as the need arises. This position plan is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.CPK will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other state, federal or local law.