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<h2>Company Description</h2>Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.<h2>Job Description</h2>We have an exciting opportunity available for a Senior Internal Auditor.&nbsp; This position&nbsp;conducts audits to verify fees paid by franchisees to American Dairy Queen (ADQ) are accurate and in accordance with the terms of its agreements. Ensure franchisee compliance of other corporate policies such as trademark usage, consistency of product composition, preparation, presentation, and distribution to consumers. Provide cross-functional support to key projects utilizing knowledge of the business and finance and accounting skillset.Key Accountabilities:<ul><li>Responsible for executing all assigned franchise audits. Compile and analyze data.&nbsp; Work with internal and external clients to ensure the collection of accurate and complete data and the timely and efficient completion of the audit.</li><li>Conduct audits to ensure accuracy of fees paid by franchisees. Analyze franchisee data to determine compliance with contractual provisions.&nbsp; Understand Dairy Queen brand recipes and develop methods to reconstruct hypothetical sales based on volume of products purchased by franchisees.</li><li>Conduct one-on-one meetings with franchisees to deliver audit results and discuss recommendations to improve contractual compliance and business results.</li><li>Manage, review, perform and approve testing procedures and apply functional expertise towards identified processes within the Dairy Queen business to ensure accounting and operational practices are performed with accuracy and integrity.&nbsp; Effectively communicate recommendations for improvement.</li><li>Assess, negotiate, and collect additional royalties and advertising fees due to ADQ Companies.&nbsp; Defuse difficult conversations effectively by gaining the franchisees trust with your vast knowledge of audit and the Dairy Queen brand.</li><li>Review franchisee contracts and effectively interpret the language to the franchisee or their appointed representative in accordance with ADQ Companies policies and procedures.&nbsp;&nbsp;</li><li>Protect the Dairy Queen brand and its image by upholding trademarks and verifying proper use of approved products, recipes, and product prep procedures.</li><li>Utilize experience and knowledge of the system to serve as an expert to franchisees and in-house business partners as it relates to restaurant performance, key indicators of sales trends, analysis of franchisee financial records, development of tools used by franchisees and the use of internal systems such as the DQ HUB. Develop financial and operational goals for franchisees and ADQ Business Consultants to improve bottom line profitability.</li><li>Make recommendations for improvements, including the design and testing of new procedures relating to the department’s information processing, audit procedures, and new methods to achieve the department’s objectives.&nbsp; Implement changes when appropriate.</li><li>Document and maintain all departmental procedures to be utilized as a reference manual for all auditors.&nbsp;</li><li>Promote continuous improvement that values learning and a commitment to quality.</li><li>Promote DQ Core values that shape our culture and make positive difference with our teams, the DQ system and in our communities.</li><li>Perform other related duties and special project as assigned</li></ul><h2>Qualifications</h2>Education/Experience:<ul><li>Bachelor’s degree in accounting/finance or equivalent related experience in lieu of</li><li>Five years of relevant auditing and accounting experience</li><li>Three years of prior restaurant experience preferred</li><li>Professional certification (e.g., CPA, CIA, CISA) or working towards a professional certification</li><li>Experience in data analytics and data visualization tools</li><li>Experience working within a franchisor organization preferred</li></ul>Skills:<ul><li>Creative thinker who can develop innovative ideas</li><li>Ability to build and maintain mutually beneficial relationships with both internal and external clients</li><li>Strong written and verbal communication skills, with the ability to articulate audit results to franchisees</li><li>Advanced knowledge of Microsoft Office products</li><li>Strong ability to multi-task and prioritize multiple projects and requests simultaneously</li><li>Excellent negotiation skills with the ability to defuse conflict</li><li>Well organized with a high attention to detail and accuracy</li><li>Strong analytical skills</li><li>Ability to work in varied environments while on the road completing an audit</li><li>Ability to coordinate with other departments (Operations, R&amp;D and Legal) to complete projects on time</li><li>Strong knowledge of restaurant operations preferred</li><li>Ability to travel 10% per year to stores for audits</li><li>Ability to work evenings and occasionally weekends, as necessary</li></ul><h2>Additional Information</h2>All your information will be kept confidential according to EEO guidelines.&nbsp; &nbsp;You must be work authorized in the United States without the need for employer sponsorship.BenefitsOur benefit package supports the well-being of our employees and their families.&nbsp; Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!&nbsp; To learn more about our great benefit offerings,&nbsp;<a href="https://idq4.sharepoint.com/:b:/s/HumanResources/ETd5qbtK9IpGmVraMF11l9YBdW7XfZQ9QDSPSzdEYt6w_w" target="_blank">Click Here.</a>Work EnvironmentMost positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.&nbsp; Additional in office time may be required to support team/project needs.&nbsp; Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.Our Commitment to Diversity, Equity and InclusionWe are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.&nbsp; We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.&nbsp;&nbsp;You must be work authorized in the United States without the need for employer sponsorship.

Senior Internal Auditor

<h2>Company Description</h2>Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.<h2>Job Description</h2>We have an exciting opportunity available for a Bilingual Senior Food Technologist located out of our corporate office in Bloomington, MN.&nbsp; The Senior Food Technologist works closely with the Food and Treat Product Development teams as well as cross-functionally with FSQR, Marketing and Operations, assists managers on new products and improve existing products designed to meet the needs of our fans.&nbsp; The Senior Food Technologist must be proficient in gathering information for the team related to key business drivers and critical issues associated with the roll-out process.&nbsp; Organizes and assists in conducting product showings, analytical testing, evaluation, troubleshooting, and cost of goods reduction testing to assure continued cost, quality and marketplace competitiveness. This position is effective in identifying opportunities to reduce variability and ensure reproducibility of high-quality and high-value products.&nbsp;&nbsp; This individual will assist in seeking insights and root causes during the development process to help the team design restaurant-ready products.&nbsp;&nbsp; The Senior Food Technologist will work with R&amp;D team members and cross functional team members to ask analytical questions, to achieve scientific details and restaurant-ready details to assist in building a strong product pipeline to surprise and delight DQ fans, as well as support restaurant sales and profitability. &nbsp;&nbsp;This role will self-manage projects with clear prioritization skills and effectively resolve issues and questions on a timely basis.&nbsp; This role must be bi-lingual fluent Spanish speaking.&nbsp;&nbsp; In addition to product development responsibilities, this individual will serve as communication conduit between US-based team and Mexico-based vendors, distribution, franchisees and fans.&nbsp;&nbsp;This position also supports the daily operations of the DQ product development lab. In doing this, this position is hybrid, required to be on site several days a week to support the lab coordinator.Key Accountabilities Include:<ul><li>Working with the PD Director manage processes/timelines to complete development projects in a timely, cost-effective manner. Perform creative and technical product development assignments within the food/treat category. Analyze product and procedural issues and make recommendation to the PD Director to resolve problems by applying technical knowledge and skill.</li><li>Utilize technical and culinary know-how to collaborate cross functionally in ideation, exploration, development and implementation of new products.&nbsp; &nbsp;Prepare menu items/products for review by internal team members, and Council/Committees.&nbsp; Assist with in-house sensory evaluation taste panels, focus groups and other consumer research projects.&nbsp; Maintain laboratory facility and equipment. Must be regarded as a subject matter expert in all areas related to product design.&nbsp;</li><li>Maintain ingredient specifications, and final product specifications. Alert management to issues relating to the approval of these specifications. Demonstrate strong understanding of the specification and provide solutions to continue to enhance the ingredient specification.</li><li>Support all of R&amp;D with communications between US-based team and Mexico/Latin American teams, vendors, distribution, franchisees and fans.&nbsp; Support included but not limited to: handling complaints, assistance with vendor vetting process, and assistance with regulatory issues including withdraws, new regulations, etc.&nbsp;</li><li>Support internal/external ideation and product exploration sessions for the food product category. Working with the PD Director, present ideas to brand marketing team.&nbsp;</li><li>Demonstrate strong understanding of audit procedures including analytical and sensory measurements and support objective evaluations of current and proposed &nbsp;ingredients. Identify product and procedural problems.&nbsp; Working with PD Director, recommend solutions by applying technical knowledge and strong understanding of food science principles. &nbsp;</li><li>Analyze consumer and operator comments, market research information on new products and alert PD Director to areas of concern and provide recommendations on improvements. Alert corporation to new trends in the food industry.&nbsp; &nbsp;</li><li>Support FSQR by ensuring that ADQ quality and food safety requirements are met.&nbsp;&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</li></ul><h2>Qualifications</h2><ul><li>Must be fluent in both English and Spanish, verbally and in writing.&nbsp; Must be able to communicate and confidently travel in Mexico and Latin America.&nbsp;&nbsp;</li><li>Minimum of an undergraduate degree in Food Science, Chemistry or related field is required.</li><li>2-4 years of experience of professional product development or QA experience.</li><li>Proficiency of standard sensory methodologies and ability to conduct sensory testing.</li><li>Capable of assimilating large quantities of data, sorting relevant facts and provide concise, cogent descriptions of situations.</li><li>Have a working knowledge of analytical equipment and the ability to decipher the data it provides to determine next steps.</li><li>Must have the ability to translate technical data and communicate it in a non-technical way.</li><li>Working knowledge of QSR/restaurant/commercial cooking equipment</li><li>Must be an active bridge builder with the ability to create mutually beneficial relationships with both internal and external clients.</li><li>Experienced with auditing and testing sampling and practices and food regulations. Ability to apply sound technical principles and practices to problem solving. Knowledge of food technology, food microbiology, safe food handling procedures and foodservice sanitation practices.</li><li>Knowledge of Good Manufacturing Practices (GMP) and HACCP principles.</li><li>Excellent written and verbal communication skills.&nbsp;&nbsp; Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment.</li><li>Competency &nbsp;in the use of computers and working knowledge of Microsoft Word, Excel Power Point, Smartsheets, and One Note.&nbsp; Ability to work on computer for extended periods of time.&nbsp;&nbsp;</li><li>Ability to work occasionally on evenings and weekends, as necessary to meet project deadlines.</li><li>Ability to work in a QA/Product Development lab and factory environments for extended periods of time.</li><li>Must have the ability to travel throughout US, Mexico, Canada and Internationally up to 10%.</li></ul><h2>Additional Information</h2>All your information will be kept confidential according to EEO guidelines.&nbsp; &nbsp;You must be work authorized in the United States without the need for employer sponsorship.BenefitsOur benefit package supports the well-being of our employees and their families.&nbsp; Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!&nbsp; To learn more about our great benefit offerings,&nbsp;<a href="https://idq4.sharepoint.com/:b:/s/HumanResources/ETd5qbtK9IpGmVraMF11l9YBdW7XfZQ9QDSPSzdEYt6w_w" target="_blank">Click Here.</a>Work EnvironmentMost positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.&nbsp; Additional in office time may be required to support team/project needs.&nbsp; Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.Our Commitment to Diversity, Equity and InclusionWe are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.&nbsp; We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.&nbsp;&nbsp;You must be work authorized in the United States without the need for employer sponsorship.

Bilingual Senior Food Technologist

<h2>Company Description</h2>Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.<h2>Job Description</h2>We have an exciting opportunity for a Construction Consultant.&nbsp; The Construction Consultant will coordinate, manage and direct the construction process and field construction operations to achieve restaurant openings in a timely manner that delivers economic value to our franchisees. Utilize knowledge of construction practices, industry trends, governmental code compliance, onsite inspections and interpretation of contract documents.Key Accountabilities Include:Site Visits<ul><li>Perform site inspections of the projects to determine the performance of the design standards, specifications, general contractor, and integrity of the construction process and as built construction. Analyze problems with construction process and provide solutions for those areas that do not meet acceptable performance levels.</li><li>Recommend solutions to conflicts that arise during the construction of a restaurant, and efficiently manage the resolution among franchisee, general contractor, ADQ operations and ADQ management</li></ul>Internal and external advising<ul><li>Interpret construction contract documents to a wide variety of site applications, geography, design codes and material applications. Provide advice to the franchisee, architect, general contractor and city officials on build out of projects.</li><li>Review prototype plans for construction detailing, accuracy in dimensions, notations and direction to specifications.</li><li>Coach and assist in developing skills in the architectural technicians understanding the construction process and contractor’s interpretation of the drawings.</li><li>Counsel with the franchisee on the overall construction, equipment and on managing the change order process, applications for payment, lien waivers and the project closeout documents.</li></ul>Project documentation<ul><li>Maintain accurate project documentation that can provide direction for improvements or cost reduction in the development of future locations for other departments and in the prototype plans.</li><li>Accurately track and document projects construction cycle and milestones by means of established reporting systems and processes.</li></ul><h2>Qualifications</h2>Education/Experience:<ul><li>Bachelors Degree in Construction Management or a related field, or equivalent combination of education and work experience.</li><li>3 to 5 years of directly related experience as a construction project manager or job superintendent, required.</li><li>Experience working within a franchisor organization, preferably a QSR brand.</li></ul>Skills:<ul><li>Strong negotiating skills.</li><li>Excellent follow-through skills to close out assigned construction projects and follow through on resolving issues. Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment.</li><li>Strong knowledge of building systems; electrical, plumbing and HVAC.</li><li>Excellent written and verbal communication skills, with the ability to articulate design concepts to a variety of audiences.</li></ul><h2>Additional Information</h2>All your information will be kept confidential according to EEO guidelines.&nbsp; &nbsp;You must be work authorized in the United States without the need for employer sponsorship.BenefitsOur benefit package supports the well-being of our employees and their families.&nbsp; Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!&nbsp; To learn more about our great benefit offerings,&nbsp;<a href="https://idq4.sharepoint.com/:b:/s/HumanResources/ETd5qbtK9IpGmVraMF11l9YBdW7XfZQ9QDSPSzdEYt6w_w" target="_blank">Click Here.</a>Work EnvironmentMost positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.&nbsp; Additional in office time may be required to support team/project needs.&nbsp; Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.Our Commitment to Diversity, Equity and InclusionWe are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.&nbsp; We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.&nbsp;&nbsp;You must be work authorized in the United States without the need for employer sponsorship.

Construction Consultant

<h2>Company Description</h2>Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.<h2>Job Description</h2>We have an exciting opportunity available for a Fan Relations Manager located at our corporate office in Bloomington, MN.&nbsp;&nbsp;Under the direction of the Senior Fan Relations Manager, supervises the daily operation of the Fan Relations Team and outsource Contact Center teams ensuring that all contacts are processed within service level expectations.&nbsp; Manages the day-to-day interface with team, providing coaching and assistance to ensure clear communications between the fan relations team, contact center team, and other departments. Leads and assists team inquiry responses ensuring clear team and fan-related communication. Responsible for training, supervising and monitoring specialists. Escalations resource for the team and the corporation.Key Accountabilities Include:Supervise staff<ul><li>Supervise and lead a team of fan relations specialists and any temporary contractors</li><li>Lead employees to meet the organization's expectations for productivity, quality, and goal accomplishment</li><li>Provide team with the guidance, direction, coaching, and support necessary to ensure that they are able to accomplish their goals</li><li>Responsible for training, supervising and monitoring specialists.</li><li>Oversee the development of staff</li><li>Maintain a positive and ethical work climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees</li><li>Work with Sr. Fan Relations Manager to develop medium- and long-range workload forecasts, future staffing and resource requirements for fan relations department</li></ul>Supervise workflow of Fan Relations departmentAssist the Sr. Fan Relations Manager with driving best practices for support of fans, franchisees and the corporation.Responsibilities include but are not limited to<ul><li>Manage and supervise team weekend coverage</li><li>Availability to assist as needed with escalations and coverage during evenings, weekends, and some holidays</li><li>Manage and supervise team coverage for Reception Calls, and assisting when needed</li><li>Ensure team responds accurately, promptly, and within 24-business hours, to all internal customer contacts, including those from team members, corporate staff, independent franchise operators and territory operators</li><li>Ensure that customers are responded to within 72-business hours maximum and assist with driving toward the departmental goal of 24-business hours</li><li>Effectively communicate with consumers by phone, letter and e-mail with accurate, prompt and effective replies to customer letters, e-mail, and phone</li><li>Process contacts according to plan set by fan relations team; assisting and coaching other members of the team with processing as appropriate</li><li>Train and coach team as necessary and in coordination with Sr. Fan Relations Manager</li><li>Lead and assist with drafting training for team and outsource contact center in coordination with the Senior Social and Documentation Specialist</li><li>Lead team to develop and refine communications relating to the introduction of new products, product changes and sales promotions</li><li>Provide technical expertise and direction for Fan Relations Team related to current and future technologies adopted by the corporation<ul><li>This includes, but is not limited to Fan Relations Support of the DQ App, DQ Rewards, DQ.com ordering, Delivery and other corporate technology initiatives</li><li>Coordinate with team to ensure clear and concise training and communication for outsource team</li><li>Coordinate with team to ensure clear and concise communication to fans</li><li>Drive and manage monitoring these technologies and Fan Relations processes</li><li>Ability to effectively communicate any issues, trends and anomalies to IT and Digital teams as needed</li></ul></li><li>Screen consumer contacts for potential product defects and works with and coach team to report production related problems to the product quality team/R&amp;D team</li><li>Screen consumer contacts for potential fraudulent complaints. Work with and coach team, and other corporate team members, on tracking, documenting and processing fraudulent complaints</li><li>Assist Senior Fan Relations manager with collecting and analyzing data, creating and updating monthly reports as directed</li><li>Assist in execution of special projects as assigned</li><li>Oversee and assist with letter fulfillment as necessary</li><li>Oversee and assist with data entry and database updates as necessary</li></ul>Contact Center Team Support and LeadershipAssist the Sr. Fan Relations Manager with driving best practices for support of fans, franchisees and the corporation through oversight of the outsourced contact center team.Responsibilities include but are not limited to<ul><li>Manage the day-to-day interface with team, providing coaching and assistance to ensure clear communications between the contact center team, and other departments.<ul><li>ensure that all contacts are processed within service level expectations</li><li>&nbsp;<ul><li>working with fan relations specialists to send coaching to their team as appropriate/needed</li></ul></li><li>Lead contact center forecasting alongside vendor and Sr Fan Relations Manager</li><li>Identify opportunities for improvements and training and escalate to Sr. Fan Relations Manager as appropriate<ul><li>work with contact center team leadership on training for their team,</li><li>ensuring our team provides them with the information they need to successfully support all related fan relations services and initiatives</li><li>Coordinate with the Senior Social and Documentation Specialist</li></ul></li><li>Lead and assist team to ensure clear team and fan-related communication</li><li>Escalations resource for the team and the corporation</li></ul></li></ul>Lead team support on escalations<ul><li>Direct team handling of escalating contacts, working with the Sr. Fan Relations manager as needed and appropriate</li><li>Handle escalated contact support for team</li><li>Respond to escalated customer contacts when manager is requested or team assistance is needed</li><li>Provide support of and coaching to business consultants regarding fan relations communications</li><li>Make decisions on appropriate reimbursement on a case-by-case basis</li><li>Assist Senior Social Media and Documentation Specialist with social media monitoring and responses</li><li>Oversee and assist with Gift Cards management</li><li>Provide other escalation support as necessary</li></ul><h2>Qualifications</h2><ul><li>B.A. or B.S. Degree in Business, Communications, Customer Service or related field, or equivalent combination of education and work experience, required</li><li>Minimum of five years progressive experience in a customer service-related position: Technical Help Desk, contact center or call center experience required</li><li>Preferred 2-3 years of contact center management experience, minimum 2-3 years in a supervisory role</li><li>Progressive people management or supervisory experience required. Demonstrated ability to manage performance, deliver constructive work performance, and develop team members</li><li>Demonstrated coaching skills, ability to effectively coach, advise and train others on appropriate work protocols, responses, etc.</li><li>Strong analytical skills. Demonstrated data analysis experience, including ability to create and interpret reports or presentations related to customer data</li><li>A desire to grow and develop in Customer Service field</li><li>Excellent written and verbal communication skills required</li><li>Interpersonal skills to interact, influence and persuade required</li><li>Strong technical aptitude</li><li>Experience working with a digital ordering platform or loyalty platform, a plus</li><li>Experience working in any capacity in the Quick Service Restaurant industry, a plus</li><li>Experience working in a franchise system, a plus</li><li>Able to exercise tact, patience, and professionalism at all times in responding to consumers, regardless of issue or consumer's demeanor</li><li>Intermediate computer skills (Microsoft Word and Excel)</li><li>Strong social media skills (blogs, Facebook, Twitter, etc.)</li><li>Strong ability to multi-task and prioritize multiple projects and requests simultaneously</li><li>Well organized with a high attention to detail and accuracy</li><li>Ability to work quickly in a fast-paced environment with frequent interruptions</li><li>Ability to collaborate in a team environment</li><li>Ability to coordinate with other departments Operations, Brand Marketing, Legal to complete projects on time</li><li>Basic accounting/math skills required</li></ul><h2>Additional Information</h2>All your information will be kept confidential according to EEO guidelines.&nbsp; &nbsp;You must be work authorized in the United States without the need for employer sponsorship.BenefitsOur benefit package supports the well-being of our employees and their families.&nbsp; Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!&nbsp; To learn more about our great benefit offerings,&nbsp;<a href="https://idq4.sharepoint.com/:b:/s/HumanResources/ETd5qbtK9IpGmVraMF11l9YBdW7XfZQ9QDSPSzdEYt6w_w" target="_blank">Click Here.</a>Work EnvironmentMost positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 2 collaboration days a week.&nbsp; Additional in office time may be required to support team/project needs.&nbsp; Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.Our Commitment to Diversity, Equity and InclusionWe are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.&nbsp; We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.&nbsp;&nbsp;You must be work authorized in the United States without the need for employer sponsorship.

4 Jobs in Minnesota