Product Manager, Digital Operations Support (Guest Product Management)

Job description

Build delightful experiences that keep customers coming back . The Product Manager is responsible for owning and continuously improving digital products that power Inspire Brands’ technology ecosystem by working across a distinctive portfolio of leading restaurant brands. This position plays a critical role in managing production health, serving as the primary product escalation point for live issues, and driving continuous improvement initiatives across Inspire Brand’s digital guest experience platforms. The successful candidate will partner closely with Engineering, Technology Operations, Support, and Business stakeholders to prioritize and resolve production issues, translate learnings into roadmap improvements, and ensure digital products meet performance, reliability, and customer experience expectations. This role requires a strategic mindset combined with strong execution while operating effectively in a fast-paced environment where priorities may shift quickly. The strongest product managers of the next decade will be those who understand how to combine human judgment, business context, and AI-enabled ways of working to deliver better outcomes. This role will expect that you view environments blending Agile practices with AI-enabled product development approaches as an opportunity rather than a disruption. Great candidates are naturally curious, relentlessly customer-focused, and compelling storytellers that bridge insights into actionable strategy. They connect data, insights, customer behavior, and emerging trends to challenge assumptions, make smart tradeoffs, align teams, and continuously improve the digital guest experience. *This position is required onsite 4 days per week, typically Monday- Thursday. RESPONSIBILITIES Provide product leadership and oversight for the team responsible for handling production issues including prioritization, resolution and continuous improvement of digital products Serve as the primary product escalation point for production incidents, partnering with Engineering to drive prioritization, resolution, and continuous improvement Proactively lead cross-functional team of senior leaders and business teams within Inspire (including Engineering Product Management, Solutions Architecture, Finance, Legal, and Brand teams) to assess and define robust solution requirements Design and optimize user-centric product experiences , translating business needs into scalable solutions, requirements, and workflows that deliver intuitive and effective experiences for administrators, operators, and guests. Lead product decision ‑ making during live incidents by assessing guest impact, business risk, and technical tradeoffs Ensure timely, transparent communication with business and technology stakeholders during production incidents. Lead post ‑ launch hypercare activities for new digital capabilities , including heightened monitoring, issue prioritization, stakeholder communication, and coordination of rapid fixes to ensure successful stabilization and adoption Translate production learnings into prioritized roadmap items and backlog enhancements by i dentifying recurring production issues, usability gaps, performance bottlenecks, and technical debt across digital products Measure, enable, and continuously improve product outcomes through KPI management, program planning, change management, training, and stakeholder education to maximize business impact and adoption. E DUCATION QUALIFICATIONS Minimum: 4 year degree/Bachelor's degree Bachelor's degree in business , Marketing, Computer Science, or related field EXPERIENCE QUALIFICATION Minimum: 7 + years of experience in product management practices , agile methodologies, and test-driven development experience. Demonstrated thought leadership in solving customer-facing digital experience opportunities . Demonstrated experience collaborating with both business and IT to accomplish project objectives A proven track record of driving digital innovation and delivering outperformance to stated business goals REQUIRED KNOWLEDGE, SKILLS, or ABILITIES Deep understanding of e - commerce business, consumer mindset, digital user experience, digital design frameworks and processes Leverage AI as a force multiplier across the product lifecycle by combining human judgment with AI-driven insights, critically evaluating outputs, driving adoption of modern AI-enabled product development practices, and continuously identifying responsible opportunities to create business value. Strong analytical skills with the ability to lead data-driven discussions to drive alignment around prioritization and impact Equipped with the digital technical fluency to be capable of understanding technical constraints and prioritizing and discussin g tradeoffs between development and business teams Knowledge of the range of activities related to the product development lifecycle ( e.g. opportunity identification, product discovery, project execution, and post launch performance measurement and management) Deep knowledge of agile delivery principles Ability to translate data-driven insights, business intent, customer needs, and/or technical direction into clear, concise, and well-documented product requirements Excellent verbal and written communication skills , with the ability to communicate effectively to diverse audiences Strong problem ‑ solving skills, with the ability to adapt quickly to changing business priorities and overcome unexpected challenges Strong project/workflow management, prioritization, and negotiating skills Ability to influence cross ‑ functional teams and consistently deliver results while meeting deadlines Passion for the restaurant industry and a strong desire to help shape the future at Inspire Brands with an entrepreneurial mindset Self ‑ starter with the ability to operate effectively with minimal supervision Decision Making Authority Authorized to prioritize production issues, define continuous improvement initiatives, and make product tradeoff decisions within established business and technology guardrails. Travel Availability to travel up to 15% Inspire is a multi-brand restaurant company whose portfolio includes more than 33,300 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.