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Role Description

The Restaurant Systems Manager is a tech-savvy leader with a strong understanding of restaurant technology, system integrations, and compliance standards, with the ability to troubleshoot issues, drive system improvements, and train team members on best practices. They will be responsible for the implementation, maintenance, and optimization of new shop technology systems (Qu), ensuring seamless operations across all locations.

• Oversee the deployment, maintenance, and upgrades of POS, KDS, digital ordering, and shop technology platforms.
• Ensure seamless integration between front-of-house and back-of-house systems, including third-party delivery and loyalty programs.
• Continuously evaluate new technologies and enhancements to improve efficiency, guest experience, and operational performance.
• Manage vendor relationships, including negotiations, service level agreements (SLAs), and ongoing system support.
• Coordinate system updates, patches, and security enhancements with vendors and internal teams.
• Troubleshoot hardware and software issues, ensuring minimal downtime and fast resolution of technical problems.
• Work closely with Operations, Finance, and IT teams to align technology with business needs and shop workflows.
• Gather user feedback from Franchisee Owners, Team Members, and Leadership to improve system usability and efficiency.
• Develop standard operating procedures (SOPs) for system use, troubleshooting, and best practices.
• Ensure compliance with PCI DSS standards, data security policies, and IT best practices for shop technology.
• Monitor system vulnerabilities and implement cybersecurity measures to protect guest and financial data.
• Oversee role-based access controls and maintain system integrity across all locations.
• Provide technical training and support for Franchise Owners and Company Owned Shops on POS systems and related technologies.
• Develop training materials and documentation for system usage and troubleshooting.
• Establish a help desk support structure for shops, ensuring efficient issue resolution and upgrades.

Qualifications

• Bachelor’s degree in information technology, or related field (or equivalent experience).
• 3-5 years of experience managing restaurant technology systems, including POS, KDS, and digital ordering platforms.
• Strong understanding of system integrations, APIs, and network connectivity for restaurant operations.
• Experience working with POS systems (e.g., Qu, NCR, Toast, Brink, PAR) and other restaurant tech solutions.
• Knowledge of PCI compliance, data security, and IT best practices.
• Ability to analyze system performance, identify trends, and drive improvements.
• Excellent problem-solving, troubleshooting, and project management skills.
• Strong communication skills to work effectively with our Support Team.
• Experience with multi-unit restaurant operations and corporate franchise models preferred.
• Knowledge of cloud-based restaurant technology solutions and reporting dashboards preferred.
• Familiarity with third-party delivery and loyalty program integrations preferred.

Requirements

• Willingness to travel for local shop visits and company meetings; otherwise, work is completed in a remote setting.
• Ability to work at a desk and use a computer for extended periods.
• Must be 21 years of age to comply with state age travel requirements.
• Occasionally required to stand, walk, and lift materials up to 15 pounds.
• Ability to communicate effectively verbally and in writing in a fast-paced work environment.

Benefits

• Competitive base compensation & incentive bonus plan.
• Eligibility to participate in our annual performance review program.
• Comprehensive benefits package, including Medical, Dental, Vision, Flexible Hybrid-Remote Work Environment, Domestic Partner Benefits, Spouse & Children Benefits, Health Savings Account (HSA), Flexible Spending Account (FSA), 401(k) with company match, Employer-Paid Life & AD&D Insurance and Short-Term Disability, Paid Time Off, Paid Holidays, Flight/hotels paid for, Mileage Reimbursement, Cell Phone Stipend, Company Credit Card provided and more!
• Advancement opportunities through our Playa Bowls training program.
• Vibrant work culture with a dynamic, collaborative environment.
• Employee discounts: 50% off and one free bowl during shifts, 30% off when not working.