Sr. Operations Support Manager (Individual Contributor)

We have an exciting opportunity for a Sr. Operations Support Manager supporting our international business.  This individual contributor role will serves as a strategic partner to International Operations leadership by overseeing the execution, optimization, and continuous improvement of operational support programs, tools, and vendor partnerships that support Dairy Queen's international franchise system.

Working across International Operations, Concept Support Services, Training, Marketing, Technology, Finance, external vendors, field teams, and franchisees, this role ensures assigned programs remain effective, scalable, globally aligned, and valuable to both franchisees and internal stakeholders.

The position balances program management, vendor oversight, stakeholder influence, continuous improvement, and business insights while acting as a globally connected resource that identifies opportunities to strengthen operational effectiveness, improve the franchisee experience, and support long-term brand growth.

In addition, the Senior Manager is expected to leverage business and operational data to identify trends, model opportunities, evaluate program performance, and provide recommendations that support strategic decision-making across the international business.

Success in this role requires strong operational judgment, comfort navigating ambiguity, the ability to influence without direct authority, a continuous improvement mindset, and the ability to turn data and stakeholder feedback into practical business action.

Key Accountabilities Include:

Operational Program Management & Vendor Leadership

Serve as the primary day-to-day business owner for assigned International Operations support programs, tools, and third-party partnerships. Manage vendor relationships, recurring business reviews, performance discussions, issue resolution, roadmap follow-up, billing coordination, invoicing processes, stakeholder updates, and action tracking. Partner with leadership on strategic vendor reviews, contract renewals, and major business planning discussions.

Global Operations Alignment & Stakeholder Partnership

Collaborate with International Operations leaders, Franchise Business Managers, regional teams, franchisees, vendors, and cross-functional business partners to support consistent delivery of operational priorities. Serve as a central point of coordination across markets, identify opportunities for standardization, recommend appropriate market-specific adaptations, and reinforce brand stability while considering operational realities and franchisee needs.

Continuous Improvement & Strategic Support

Identify opportunities to improve operational efficiency, reduce duplicated efforts, simplify processes, and increase program value. Evaluate emerging tools, technologies, feedback themes, and industry practices that could support franchisee success and operational performance. Support pilot programs, testing initiatives, and new program launches through planning, execution, measurement, and transition to ongoing ownership.

Business Analytics, Reporting & Strategic Insights

Develop and maintain reporting, scorecards, dashboards, implementation trackers, and executive-ready summaries related to assigned programs and initiatives. Analyze operational, customer, financial, and program performance data to identify trends, risks, and opportunities. Support pilot programs, vendor evaluations, and operational initiatives through data analysis, scenario modeling, and performance measurement. Present findings and recommendations in a clear and actionable manner for leadership audiences.

The US national base salary range for this position is $115,037 - $143,796. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.