Title: Director, E-Commerce
Location: Tampa, FL - Hybrid - 3 days onsite (Tues-Thurs), 2 days WFH (Mon+Fri)
Employment Type: Full Time
About the Role 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.
Benefits- This role is Bonus eligible
- Medical, Dental, and Vision Benefits available
- Competitive PTO Policy with Paid Holidays Off
- 401k w/ a company match
- Cell Phone Reimbursement
- Employee Discount at restaurants
Work Environment & Essential Physical Requirements - Location: Tampa, FL - Hybrid
- Travel Expectations: Occasional travel for conferences, national c.
- Individual must live in the Tampa area and is required to be in the Restaurant Support Center or Innovation Center 3 days per week, at a minimum.
- Ability to sit for extended periods (4-6 hours/day) in a hybrid corporate or home office setting.
- Ability to stand, walk, and move throughout a corporate facility during in-office days, employee meetings, or multi-department coordination activities.
- Ability to communicate clearly and effectively in person, by phone, and via virtual platforms throughout the workday, including during sensitive or emotionally charged employee conversations.
- Occasional lifting or carrying of materials up to 20 lbs.
