About the Role
Inspire Brands is seeking a Director, Digital Guest Experience Operations to scale and lead a new Digital business operations support team based in Colombia. This role is responsible for the operational execution of various digital functions supporting multiple iconic restaurant brands including Arby’s, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and Sonic.
This Director will lead a high-performing remote team that serves as the digital execution engine for content operations, campaign programming, and offer management across web, app, email, push, and SMS, and omni channel offers. The role sits at the intersection of commercial strategy, marketing, product, and technology, and is critical to ensure guest-facing digital communications and content are executed on time within requirements, and directly support revenue growth, engagement, and brand performance.
The ideal candidate is a strong people leader and operations builder with deep experience in CRM, martech platforms, CMS workflows, and global delivery models. This role requires both strategic thinking and hands-on operational rigor, with a focus on process excellence, quality, and cross-functional partnership, in addition to very strong ability to lead and partner remotely in a highly matrixed organization.
Inspire Brands is a multi-brand restaurant company whose portfolio includes some of the most recognized and loved brands in the world. Our scale and complexity create unique opportunities to build world-class digital guest experiences that drive real business impact.
This role offers the opportunity to:
• Shape how global digital experiences are operationalized across iconic brands.
• Lead a high-impact global team within the Commercial Group
• Work at the intersection of commercial strategy, technology, and customer experience at enterprise scale
Responsibilities
Team Leadership & Global Operations
• Develop and lead a distributed Digital Guest Experience Operations team across content operations, campaign programming, and offer management
• Establish clear roles, responsibilities, career paths, and performance expectations for team members
• Build a strong operating rhythm across Colombia, US, and India based team members, ensuring seamless collaboration with commercial, marketing, product, and technology teams
• Foster a culture of proactive accountability, continuous improvement, and operational excellence
Digital Content Operations (CMS)
• Own execution of digital content changes across web and mobile apps, including merchandising, menu content, imagery, and page configurations
• Manage CMS workflows and governance (primarily via Contentful, but tools subject to change), ensuring accuracy, brand consistency, and adherence to publishing standards
• Partner with UX, product, and brand teams to operationalize new content capabilities and templates that support commercial priorities
• Proactively partner with digital business partners on content strategy and optimization – avoid being just a “ticket-taking” team and ensure any content being executed through our program is highly performant
Campaign Programming (CRM Channels)
• Oversee execution of digital campaigns across email, push, and SMS channels.
• Ensure reliable setup of lifecycle, triggered, and promotional campaigns across CRM platforms
• Drive QA processes to ensure campaigns are launched accurately, on time, and in alignment with brand, compliance, and revenue objectives
Offer Management
• Lead operational workflows for offer creation, configuration, and deployment across platforms
• Partner with loyalty, marketing, and commercial teams to ensure offers are correctly mapped to guest segments and channels
• Maintain operational documentation and governance for offer setup and testing
• Foster and maintain a close relationship with QA partners to ensure end to end testing across lower and production environments in ExCom, along with POS systems for in store redemption
Process, Tools & Platform Enablement
• Design and scale standardized processes for content, campaigns, and offers across brands
• Serve as a key operational partner for martech platforms (e.g., CRM, CDP, CMS), supporting integrations, data flows, and automation
• Continuously identify opportunities to improve efficiency, speed to market, and reliability through automation, tooling, and workflow optimization
• Define and deliver against strict execution SLAs for error rate performance
Cross-Functional Partnership
• Act as the primary operational interface between global execution teams and US-based stakeholders
• Partner closely with Commercial, Customer Marketing, Loyalty, Product, Analytics, and Engineering teams
• Translate commercial and brand strategies into scalable operational execution models
• Establish and iterate regular weekly reporting on program performance, root cause analysis and impact on issues that arise, and ensure team is set up for success with strong partner support and engagement
Experience & Education
• 10+ years of experience in digital operations, CRM, martech, and marketing technology roles
• 4+ years in people management, preferably leading global or distributed teams
• Bachelor’s degree in marketing, Business, Technology, or a related field
• Experience working in complex, matrixed organizations with multiple brands or business units
• Background in retail, ecommerce, hospitality, restaurant, or consumer digital businesses strongly preferred
Required Knowledge, Skills, & Abilities
Functional & Technical Expertise
• Strong understanding of digital CRM ecosystems, including email, push, and SMS channels
• Hands-on experience with CMS platforms (Contentful or similar)
• Experience with marketing automation and engagement platforms (e.g., MoEngage, MessageGears, CleverTap, Braze, Salesforce Marketing Cloud, Adobe, Resulticks, etc.).
• Familiarity with CDPs and analytics tools (e.g., mParticle, Segment, Mixpanel, Appsflyer, Branch)
• Solid grasp of data-driven marketing concepts: segmentation, triggers, personalization, and lifecycle journeys
• Proficiency in Microsoft Office tools, specifically PowerPoint and Excel
Operational & Leadership Skills
• Proven ability to build and scale operational teams and processes
• Strong program and project management skills; able to manage high-volume execution across multiple brands
• Exceptional attention to detail and commitment to quality and governance
• Ability to balance strategic vision with tactical execution
• Experience operating in global delivery models and managing cross-time-zone collaboration
Communication & Collaboration
• Excellent stakeholder management and communication skills, with strong English proficiency required
• Ability to translate complex technical and operational topics into business-friendly language
• Strong influence skills; comfortable working with senior leaders across commercial, marketing, product, and technology
Personal Attributes
• Servant leader, empathic partner, and “say yes” mentality
• Highly organized, process-oriented, and systems thinker
• Comfortable in fast-paced, ambiguous environments
• Proactive, solutions-oriented mindset with a continuous improvement mentality
• Passion for enhancing digital experiences, customer engagement, and business performance
