• Center of Excellence Assistant Manager

    Job Locations US-TX-Plano
    Requisition ID
    2018-9263
    Department (Portal Searching)
    Restaurant Excellence
    Location : Address
    6800 Bishop Rd
    Location : City
    Plano
    Location : State/Province
    TX
    Location : Postal Code
    75024
  • Overview

    The Center of Excellence Assistant Manager supports organizing, developing, and maintaining all Center of Excellence content and programs.  The content is used for several programs and functions including Restaurant Performance Standards, Food Safety, and Customer Relations. Programs and content exist to support the Restaurants and provide performance data back to Subject Matter Expert (SME) teams at the Restaurants and Resturant Support Office. Content is managed across several software systems and needs to be organized to be in alignment with training procedures, operational expectations, and relevant performance goals reporting. This role will be responsible for staying current with Quality, Food Safety, and Customer Experience trends and tools to keep Raising Cane’s content and systems relevant, efficient, and effective.

    • Reading Comprehension: Understanding written sentences and paragraphs in work related documents; has a command of the structure and content of the English language.
    • Problem Solving: Identifying problems and reviewing related information to develop and evaluate options and implement solutions.
    • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
    • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.
      Writing: Communicating effectively in writing as appropriate for the needs of the audience.
    • Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
    • Time Management: Managing one's own time.

     

     

    Responsibilities

    • Follow through to completion with delegated assignments
    • Establish and execute project plans to deliver projects on-time and within budget if applicable

    Content Management

    • Develop new content for Center of Excellence tools and programs (e.g. Content may be in the form of written standards, visual standards, assessment questions, approved responses, potential issues and corrective actions, or research on compliance requirements.)
    • Maintain and update existing content
    • Represent Center of Excellence on cross-functional teams to identify potential content or measurement needs
    • Collaborate with RSO SME teams to develop and/or manage systems or processes

    Structure and Organization

    • Creation of supporting structure and processes for ongoing updates and changes
    • Structure and organize content to enable corrective action and/or escalation
    • Optimize content for actionable reporting functionality
    • Serve as the innovative resource for Center of Excellence

    Program and System Support

    • Coordinate with vendor(s) to reach desired outcomes
    • Create testing and evaluation to ensure support of initiative objectives
    • Staying current on all Center of Excellence program trends and tools to provide feedback on the opportunities for improvement and potential solutions

    Qualifications

    The intellectual and physical demands described below are representative of what must be met by a Crewmember to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    • Ability to determine how to structure content for effective assessment and/or performance measurement
    • Proficiency in building and maintaining good working relationships with subject matter experts and key stakeholders
    • Strong attention to detail, including editing and proofreading skills; pattern recognition a plus
    • Ability to sit and to do computer work on a daily basis, minimum of 4 hours per day
    • Excellent interpersonal skills
    • Strong verbal and written communication skills
    • Ability to shift priorities based on the current business needs and to make progress on multiple, concurrent projects
    • Ability to develop and follow through on plans for both simple and complex projects
    • Personal demonstration of Raising Cane’s culture
    • Knowledge of general Quality or performance improvement concepts; LEAN and/or Six Sigma knowledge a plus
    • 1-2 years Restaurant experience preferred
    • 1-2 years writing experience, technical writing or otherwise, a plus

     

    Education (or equivalent experience)

     

    • Bachelor’s Degree required, or equivalent experience

     

    Requirements

     

    • Working knowledge of Content Management, CX or QA software and tools (e.g. Steton, Rizepoint, Steritech, SMG, MarketForce, or other similar application)
    • Expertise in Microsoft Office (Word, Excel, Outlook and PowerPoint)
    • Aptitude to do computer work on a daily basis, minimum of 4 hours per day
    • Capability to air travel approximately 10% of the time, requiring overnight stays and potentially weekend travel
    • Ability to work on a full-time basis at the Restaurant Support Office in Plano, TX

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