Senior Director - Restaurant Experience - Baskin Robbins

BASKIN-ROBBINSImagine a place where all day long people talk about ice cream, eat ice cream, and even dream ice cream. That’s us. That’s Baskin-Robbins. Now, image a place where you can work with ice cream. Even Sweeter.The Senior Director - Restaurant Experience will play a pivotal role in optimizing operational efficiency and reducing complexity to promote Baskin-Robbins brand growth and transformation.This position is also responsible for overseeing the successful opening of new stores, managing remodel projects, and supporting the new franchisee onboarding process. The Senior Director will work closely with cross-functional teams to drive consistency in brand standards and operational procedures, develop and implement efficient tools and resources, and ultimately build a seamless customer experience across all locations.ResponsibilitiesStrategic Leadership of Brand Experience:  Serve as the senior leader responsible for defining and executing the long-term restaurant experience strategy, ensuring a world-class end-to-end consumer journey and franchisee profitabilityDrive enterprise alignment around brand standards, service design, and operational excellence—bridging strategy and execution across corporate and field teamsLeverage guest insights, competitive intelligence, and performance data to shape annual operating plans that elevate the guest experience and support business growthOperational Systems Leadership Champion continuous improvement of restaurant operations through process optimization, digital integration, and innovative system enhancementsPartner with Technology, Digital, and Operations to implement scalable solutions—such as digital ordering platforms, loyalty integration, and kitchen display systems—that improve efficiency and experienceEstablish performance metrics and accountability systems to ensure operational consistency and quality across all restaurantsSuccessful New Restaurant Openings (NRO) Lead with cross-functional teams to ensure all aspects of new store openings are executed flawlessly. Develop and oversee training programs tailored for new store teams, ensuring readiness and alignment with brand expectationsSupport the onboarding process for new franchisees, providing them with comprehensive training and support to ensure smooth integration into the Baskin-Robbins systemRemodel Oversight & Optimization Oversee the team responsible for leading the operational aspects of store remodels, ensuring minimal disruption to operations and a smooth transition to the updated formatProvide guidance and support to store teams during the remodel process to maintain brand standards and customer satisfactionFranchisee Collaboration:  Build and maintain strong relationships with franchisees to ensure top-to-top alignment on marketing initiatives and business goalsLead the rollout of new initiatives, menu innovations, and systems, ensuring seamless adoption and clear communication with franchisees and store teamsAct as a key liaison to gather franchisee feedback and ensure that restaurant experience strategies address franchisee-level needs and market expectations Cross-Functional Partnership:  Collaborate closely with operations, marketing, finance, technology, and supply chain leaders to align restaurant experience initiatives with organizational prioritiesRepresent the Baskin-Robbins brand at Inspire leadership meetings, external events and industry meetingsTeam Leadership:  Lead, mentor, and inspire a team of operational and restaurant experience managers, cultivating a culture of innovation, accountability, and funEncourage a culture of continuous learning and developmentEducation And Experience Qualifications4 Year Degree in Business Administration, Hospitality, Social Science, or related fieldAdvanced Degree in Business Administration or related field preferred10+ years of experience in Operations leadership in the restaurant industry, managing people and processes, with a track record of success in operational systems, brand experience, restaurant openings, and transformationREQUIRED KNOWLEDGE, SKILLS, Or ABILITIESStrong leadership skills, including ability to provide vision, motivate teams and ensure accountability Sound business and financial acumen Exceptional strategic thinking, communication, and stakeholder management skills.  Deep understanding of brand DNA, including but not limited to market size, competitive positioning, target consumer segments Creative thinker and conceptual problem-solver who can build and nurture the guest experience Self-starter and entrepreneurial leader who performs in a lean, fast-paced environment Highly skilled in cross functional collaboration, specifically in large scale, highly matrixed organizationsStrong ability to influenceAbility to develop and mentor others High EQ, internally and with Franchisees Strong experience working in franchise or multi-unit environments is highly preferred.  LOCATION AND TRAVELThis position is remote eligible for candidates based in the contiguous United StatesThe preference is for candidates based in the greater Atlanta, Georgia or Canton, Massachusetts areas (to have access to attend meetings at either Support Center) or for the candidate to be based in California (to have access to the largest density of Baskin locations)25% Travel RequiredSalary: $145,186.25 - $319,409 per yearThe salary range above represents the low and high end of the salary range for this position. Actual placement within this range will vary based on various factors including but not limited to experience, education, training, and locationEmployees (and their families) may elect to be covered by medical, dental, vision, and basic life insurance, and can enroll in our company’s 401K plan. Employees receive a PTO plan plus up to 13 paid holidays throughout the calendar year and are eligible to participate in the company bonus program.Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.