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Work Background
FingermarkDirector of Performance Managment - North America
Aug. 2024Hastings District, Hawke's Bay, New ZealandProviding Quick Service Restaurants an analytics platform that utilizes computer vision (AI) to capture specific events within your restaurant and deliver accurate and powerful insights.
QSR AutomationsSenior Product Manager - Product Strategy/Innovation
Apr. 2023 - May. 2024Louisville, Kentucky, United StatesResponsible for new restaurant technology innovations as well as collecting competitive analysis in the restaurant industry. I also act as the keeper and communicator of the product vision. I work with business stakeholders to translate this vision into the product strategy.
InforSenior Manager
Oct. 2022 - May. 2023Greater Chicago Area• Compiled Weekly/Monthly forecasts and review/analysis of P&L
• Involvement with quarterly business reviews
• Ensure team utilization meets the targets.
• Ensure that Service Level Agreements (SLA’s) are being met in services.
• Maintaining relationships with key clients.
• Oversee and manage my staff including periodic staff appraisals and performance feedback.
• Oversee deployment of two POS Platforms (SmartSeries and InforPOS)
McDonald'sOperations Manager: U.S. Operations-Digital Deployment
Jan. 2010 - Jan. 2022Lead the field testing and deployment of Mobile Order and Pay platform (2018). Teamed with IT, Digital Marketing, and other teams on development and testing. Managed phase-in across the 14,000 U.S. Restaurants; educated Owner Operators, staff, and managers on the program. Executed National Training webcast that utilized cross functional team as presenters. __________ Highlights - Ensured it wasn’t a “launch and leave” by re-hitting key execution opportunities following the initial deployment. - Directed field testing and the deployment of the McDonald’s Digital App (2015). - Worked with IT, Digital Marketing and other teams on development and testing. - Managed full phase in across the 14,000 U.S. Restaurants; educated Owner Operators, staff, and managers on the program. - Helped develop a deployment roadmap to update digital app over the next 8-10 years. - Innovated a new alternative for in person field training methods. - Developed, themed/branded a monthly national training webcast for relevant updates applicable to the month’s activities. - Adopted as the “core” delivery method within a year of its debut; over 20,000 field people on average would attend these one hour “news” sessions. - Surveys of the viewers yielded a 97% overall satisfaction. - Condensed the timeline to implement a new product or initiative.
McDonald'sOperations Manager: U.S. Operations-Digital Deployment
Jan. 2010 - Jan. 2022Direct all aspects of restaurant training and deployment of digital initiatives to U.S. market. Spearhead engagement for VOICE (Customer Survey System), GMA-Offers, Mobile Order & Pay, GMA-Loyalty (L&E, MMR Sim), etc. Foster customer-centric approach to questions or concerns from the field. Created and lead new deployment technique to train restaurant GMs directly (NABIT Nation) better addressing industry changes. __________ Highlights - Led field testing and deployment of the national loyalty program (2021). - Addressed Covid challenge to develop an innovative way to train the entire US system on the loyalty program. (Normally a deployment of this magnitude would be held in a face-face classrooms). - Developed concept of a “simulator” with the Learning and Development team to enable restaurant teams to train before launch; used for the global deployment. - Created a program where anyone trained using the tools, received points in their personal app account; used by other countries around the world as well. - Won prestigious Presidents Award and Circle of Excellence Award for innovation. - Managed a national e-learning platform (McDonalds Connection). - Managed content to ensure it was current and relevant. - Collaborated with vendor regarding managed hardware platform. - Led migration from McDonald’s Connection to an online training platform. - Hosted national NABIT training webcast that average over 97% GM satisfaction - Oversaw testing and deployment of a customer satisfaction measurement tool. - This tool now is one of the core KPI’s used for the US Restaurants. - Led field test for this tool, and educated Owner Operators, staff and managers on the program, using the KPI’s to drive business results.
McDonald'sOperations Manager: Global Restaurant Solutions Group (RSG)
Jan. 2008 - Jan. 2010Coordinated across teams to spearhead deployment of new POS/Kiosks to UK and France. Developed interactive training for new POS features throughout various markets. Tested initial Kiosk concepts to align resources and streamline solutions. __________ Highlights - Conceptualized and developed a digital “help tool” for restaurants to use for daily management activities. - Worked with Motorola on implementation of a hardware concept to support. - Collaborated cross-functionally with IT data gathering and integration, and successfully tested the concept in 2 major markets. - Key KPI’s in the test markets far exceeded the national and local normal. - Piloted and earned a patent on a digital shift management solution (MOS).
McDonald'sRegional Store Systems Manager
Sep. 1988 - Jan. 20082008 Tested and deployed Cashless operations in all restaurants, Arch Cards, and developed an internal technology training curriculum for franchisees.
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