Digital Operations Manager

To lead and strategically develop KFC’s digital delivery operations across 1,000+ UKI restaurants, serving as the primary operations lead for aggregator partnerships and cross-functional digital initiatives. This role drives operational excellence through strategic relationship management, field leadership support, and ownership of critical delivery workstreams while ensuring seamless integration between digital product teams and field operations.

JOB RESPONSIBILITIES

• Aggregator Partnership Leadership: Lead and own all operational aspects of aggregator relationships (Deliveroo, Uber Eats, Just Eat), serving as the primary KFC operations representative and driving strategic partnership initiatives
• Delivery Strategy Ownership: Own and deliver on delivery strategy workstreams as prioritized by the aggregator channel squad, ensuring alignment with business objectives and operational capability
• Cross-Functional Digital Leadership: Serve as the face of Operations for all cross-functional digital initiatives, providing operational guardrails, approvals, and strategic feedback for digital product teams including D&A, Kiosk, Menu, and BCPF initiatives
• Senior Stakeholder Management: Act as primary point of contact for Digital operations with Leadership Team and cross-functional teams, representing digital operations in strategic forums and business planning sessions
• Field Operations Support: Provide escalation support and strategic guidance to ARLs on all digital operations queries, leading comprehensive engagement and coaching programs through field visits and virtual sessions to drive performance transformation
• Aggregator-Field Partnership Facilitation: Host and facilitate aggregator-field partnership visits to strengthen operational alignment and drive mutual understanding of operational requirements
• Performance Analysis & Insights: Own data analysis and reporting for delivery operations, providing strategic insights to drive business decisions and identify growth opportunities
• Operational Framework Development: Lead development of operational frameworks and best practices for digital delivery operations, ensuring scalable and effective operational standards across the business
• Team Leadership & Development: Coach and develop the Digital Operations Implementation Manager, providing strategic guidance, performance management, and professional development to build capability and drive team effectiveness

WORKING RELATIONSHIPS

• Leadership Team: Strategic advisor on digital operations matters and key point of contact for delivery/digital initiatives
• Delivery Aggregators (Deliveroo, Uber Eats, Just Eat) – External relationship management and issue resolution
• Above Restaurant Leaders: Strategic support and development on digital operations
• Cross-Functional Teams: Lead operational input across cross-functional workstreams from process improvements to strategic initiatives.
• Aggregator Growth Squad – Operations lead on strategic workstream delivery
• Internal Forums and Stakeholders – Representing digital operations interests and maintaining business alignment

KNOWLEDGE, SKILL AND EXPERTISE

• Proven track record of leading strategic initiatives and driving organizational change
• Strong business acumen with ability to influence without authority at senior levels
• Experience in strategic partnership management and relationship development
• Deep understanding of restaurant operations and digital delivery ecosystems
• Comprehensive knowledge of aggregator platforms and operational requirements
• Experience with digital product development and cross-functional collaboration
• Strong track record of driving operational performance improvements through field engagement
• Experience in managing complex stakeholder relationships across multiple organizational levels
• Proven ability to represent function/brand in strategic forums and external partnership.

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