Director, E-Commerce

The Director of e-Commerce is responsible for driving profitable growth across all digital ordering channels, including first-party (owned app, website, kiosk) and third-party (delivery marketplace) sales. This role owns the strategic and day-to-day management of e-commerce partner relationships, digital sales performance, and the operational infrastructure that supports it — including the delivery help desk and the cross-functional QA, IT, and Creative request processes required to keep digital ordering platforms running smoothly across the system.

This is a hybrid strategic/operational role: the Director will set the growth agenda for digital sales while also ensuring the day-to-day machinery — support, quality assurance, technical integrations, and creative execution — runs reliably at scale across franchise and/or company-owned locations.

What You’ll Do (Core Impact Areas)

Digital Sales Growth (1st & 3rd Party)

Own the growth targets for all digital ordering channels, including owned app/web ordering and third-party marketplaces (e.g., DoorDash, Uber Eats, Grubhub).

Develop and execute strategies to grow digital order volume, average check, frequency, and digital mix as a percentage of total sales.

Identify and prioritize new digital revenue opportunities (loyalty integration, personalization, virtual brands, catering, subscriptions, etc.).

Build and monitor KPIs/dashboards for digital sales performance; report results and insights to executive leadership.

Partner with Marketing to align promotional calendars, offers, and loyalty strategy across 1st and 3rd party channels.

Partner Relationship Management

Serve as the primary point of contact and relationship owner for all third-party delivery and e-commerce platform partners.

Oversee commercial terms, contracts, and renewals with delivery marketplaces and technology vendors. Partner with Procurement for major terms adjustments.

Lead quarterly business reviews with partners to evaluate performance, resolve issues, and identify joint growth initiatives.

Stay current on partner platform updates, new features, and competitive positioning; recommend adoption where it drives business value.

Delivery Help Desk Oversight

Own the performance and operations of the delivery help desk supporting restaurant teams with order issues, platform outages, and delivery escalations.

Establish SLAs, staffing models, and escalation protocols to ensure timely resolution of field and guest-impacting issues.

Analyze help desk trends to identify systemic problems and drive root-cause fixes with partners or internal teams.

Ensure help desk processes and tools scale with order volume and new restaurant openings.

Cross-Functional Process Ownership (QA, IT, Creative)

Manage the intake and execution of QA processes to ensure menu accuracy, pricing integrity, and platform functionality across all digital ordering channels.

Partner with IT on integrations, POS connectivity, platform troubleshooting, and technical rollouts related to e-commerce channels.

Manage the Creative request pipeline for digital assets (app/web content, marketplace storefronts, promotional creative), ensuring brand standards and timelines are met.

Build repeatable, documented workflows across QA, IT, and Creative to reduce turnaround time and errors as the digital business scales.

Act as the connective tissue between Marketing, Operations, IT, and Creative teams to ensure digital initiatives launch smoothly and on time.

Leadership & Cross-Functional Collaboration

Build, lead, and develop a team supporting e-commerce operations, partner management, and help desk functions (structure may include direct reports and/or matrixed resources).

Partner closely with Operations to ensure restaurant-level execution supports digital sales growth.

Collaborate with Finance on digital sales forecasting, commission structures, and profitability analysis by channel.

Present digital business performance and strategic recommendations to senior leadership and franchise stakeholders.

What You Bring (Must-haves)

Must-Haves (required):

7+ years of experience in e-commerce, digital marketing, or off-premise sales, with demonstrated leadership experience.

Direct experience managing relationships with third-party delivery marketplaces (DoorDash, Uber Eats, Grubhub, etc.).

Proven track record of driving measurable digital sales growth.

Experience managing cross-functional processes involving IT, QA, and Creative teams.

Strong analytical skills; comfortable with dashboards, reporting tools, and data-driven decision-making.

Excellent negotiation, communication, and stakeholder management skills.

Nice-To-Haves (preferred):

Restaurant, retail, or multi-unit franchise industry experience.

Experience with POS systems, digital ordering platforms, and delivery integration technology.

Experience overseeing a support/help desk function.

Familiarity with loyalty programs and personalization/CRM platforms.