About the RoleThe Senior Analyst, Off-Prem Implementation (IHOP) is responsible for the successful activation, deployment, and ongoing operational performance of IHOP's Off-Prem business channels, including online ordering, delivery marketplace integrations, catering enablement, and related digital commerce platforms.
This role serves as the primary operational owner for new restaurant openings, ownership transitions, restaurant conversions, and major Off-Prem activations. The position functions as the team's subject matter expert for Off-Prem systems, integrations, and operational workflows, partnering with internal teams and external vendors to ensure stable, accurate, and high-performing digital ordering experiences.
Following implementation, the Senior Analyst Off-Prem Implementation monitors restaurant performance, provides operational guidance to operators and field teams, and serves as the escalation point for complex Off-Prem operational issues.
This position reports directly to the Manager, Off-Prem Operations.
What You'll DoLead Restaurant Activations & Implementations- Own Off-Prem onboarding and activation activities for new restaurant openings, ownership transfers, conversions, relocations, and major operational changes including Dual Brands.
- Coordinate activation of online ordering, delivery marketplace, catering, and related digital ordering platforms.
- Develop implementation plans, launch timelines, readiness checklists, and operational requirements.
- Validate restaurant readiness, menu availability, system configurations, and operational workflows prior to launch.
- Partner with Operations, Technology, Training, Marketing, and external vendors to ensure successful deployments.
Serve as Escalation Point & Operational SME- Serve as the primary escalation point for complex Off-Prem operational issues not resolved through established support channels.
- Partner with Help Desk teams, technology partners, delivery service providers, and business stakeholders to resolve high-impact issues.
- Conduct root cause analysis and coordinate corrective action plans for recurring operational challenges.
- Maintain visibility into systemic issues and recommend process improvements.
- Provide subject matter expertise for Off-Prem systems, workflows, and operational processes.
Support Platform Readiness & Vendor Deployments- Maintain expertise across online ordering, delivery marketplace, catering, and related Off-Prem technology platforms.
- Support validation of system configurations, menu publishing, integrations, and operational readiness activities.
- Participate in testing, release validation, and deployment readiness for platform enhancements and vendor updates.
- Partner with Technology, Menu Publishing, Olo, DSPs, and other vendors to ensure system changes are implemented accurately and with minimal restaurant disruption.
- Maintain implementation standards, operational documentation, and platform knowledge resources.
Support Program Rollouts & Continuous Improvement- Support rollout readiness activities for new Off-Prem initiatives and system enhancements.
- Maintain implementation documentation, operational procedures, and support resources.
- Document lessons learned, implementation standards, and operational best practices.
- Contribute operational expertise to future program design and enhancements.
- Identify opportunities to streamline workflows and improve operational execution
What You Bring - Proven experience supporting restaurant operations, digital ordering platforms, or Off-Prem programs within a multi-unit environment
- Strong project coordination and implementation management skills
- Ability to manage multiple restaurant activations, ownership transitions, and operational initiatives simultaneously
- Demonstrated success working across Operations, Technology, Training, Marketing, and external partners
- Strong organizational skills with a focus on execution, follow-through, and operational excellence
- Ability to identify operational challenges and translate them into actionable solutions
- Strong communication skills and ability to influence stakeholders without direct authority
- Passion for operational excellence and continuous
Skills & Requirements:Education & Experience- Bachelor's degree in Business, Operations, Hospitality, Information Systems, or a related field preferred.
- Experience in operations, project implementation, operational support, restaurant operations, or related functions preferred.
- Experience supporting multi-unit restaurant or franchise operations preferred.
- Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
- Target Salary $95k-$110k depending on experience
Operational Acumen- Understanding of restaurant operational workflows and guest-facing processes.
- Working knowledge of third-party delivery operations and digital ordering ecosystems.
- Understanding of key Off-Prem performance drivers and restaurant operational metrics.
- Demonstrated ability to improve execution through process improvement, operational discipline, and issue resolution.
Technology Fluency- Familiarity with technology-enabled operational environments and the ability to quickly learn new systems, tools, and processes.
- Experience with restaurant technology systems, online ordering platforms, delivery marketplaces, catering solutions, or related technologies preferred.
- Ability to validate system configurations, support deployment readiness activities, and coordinate platform enhancements.
- Comfortable partnering with technology teams, vendors, and operational stakeholders to drive successful implementation and adoption.
Implementation & Problem Solving- Experience leading restaurant onboarding, implementation, activation, or operational readiness activities.
- Skilled at diagnosing root causes, identifying process gaps, and developing practical solutions.
- Ability to manage documentation, implementation checklists, and operational standards.
- Vendor & Partner Collaboration
- Experience coordinating with external vendors, technology providers, and delivery partners.
- Strong stakeholder management and cross-functional communication skills.
- Ability to manage follow-ups, escalations, and implementation activities across multiple teams.
