Job Description

We have an exciting opportunity for a Franchise Business Consultant to be home based in or around Grand Rapids, Michigan.

The Franchise Business Consultant supports a district of franchised owned restaurants and provides guidance and coaching to franchisees and operations team to achieve short and long-term company and operational goals.  Utilize knowledge of restaurant operations and staff resources to provide counsel, advice, and assistance to franchisee owners/operators to positively impact and improve sales, profits, operating standards, and operating systems while maintaining or exceeding customer expectations. Ensure compliance with IDQ policies and system standards. Gain and maintain support of DMA chairs and other key franchisee leadership in achieving operational goals. Engage functional experts when needed. Provide support to other functions when needed.

Key accountabilities Include:

Planning

• Effectively implement and execute the Worldwide Operation’s Business Plan (rolling 1-, 2- and 3-year plan) for a particular District. Develop and implement a district wide business plan (i.e., integrated marketing, operations, training, development, and supply chain plan)
• When and where appropriate, establish and implement effective business plans with franchise owners in the district. Provide necessary counsel and assistance to ensure the plans include specific goals and strategies in support of American Dairy Queen’s (ADQ) Operations and Marketing Plan.

Consulting

• Provide advice and guidance in developing and managing marketing performance through effective partnerships with appropriate departments, vendors, and franchisees.
• Responsible for positioning franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance, and atmosphere goals as established by Operation’s Business Plan and ADQ’s operating standards.
• Provide impactful advice and counsel to position franchisees for optimal financial health.
• Partner with appropriate ADQ staff to help position new and existing franchisees to establish and execute effective development, reinvestment, and renewal strategies.

Other

• Provide support to other departments/functions as needed.
• May assist with new store openings as required.
• Complete ad hoc projects as required.

Job also requires:

• Ability to be available and to work occasional evening and weekend hours as necessary, to meet business needs of franchisees.
• ServSafe certification
• Frequent (4+ hours per day) communication via telephone and email.
• Ability to travel overnight for franchisee and staff meetings/visits an average of two weeks per month.
• Ability to drive an automobile for franchisee and staff meetings/visits.  May require sitting in vehicle up to 8 hours per day, when traveling.  Must be able to be insured by company insurance provider.
• Ability to travel by airplane as necessary.
• Ability to stand on concrete or tiled floors for up to 8 hours per day, when visiting a franchisee location.
• No food or beverage allergies that would prevent you from tasting products or working in and around a Dairy Queen restaurant environment.
• A clean driving record is required.

Qualifications

Education/Experience:

• Bachelor’s degree in business, restaurant management or a related field or equivalent restaurant operations experience. 
• 4 or more years of restaurant management (multi-unit/high volume preferred) and/or franchise operations management (or an equivalent combination of education and experience).

Skills:

• Thorough knowledge and familiarity with the Restaurant Industry (QSR preferred)
• Thorough knowledge of restaurant operations.
• Proficient knowledge of marketing, finance, training, human resource, and development. 
• Well organized with a high attention to detail and accuracy.
• Creative thinker who can quickly develop innovative ideas across a wide variety of business units.
• Strong communication skills, with the ability to clearly articulate concepts and programs to a variety of audiences.
• Excellent written and verbal communication skills.
• Ability to provide excellent customer service to both internal and external clients.
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously.
• Relationship building skills with the ability to create mutually beneficial relationships with both internal and external clients.
• Ability to work quickly in a fast-paced environment with frequent interruptions

The US national base salary range for this position is $92,800 - $113,680. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

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Job Description

We have an exciting opportunity available for a bilingual development manager to be located in Mexico.  This role focuses on finding and qualifying new franchisees, opening new markets with new and existing franchisees and managing the creation and execution of the DQ development pipeline in region, including forecasting/planning, site approvals and site selection, and compliance with DQ agreements and DQ brand standards.

Key relationships include our franchisees, potential new DQ franchisees, field Operations team, Legal and the International Leadership Team. Other key relationships include Marketing, Supply Chain, R&D, Design/Construction (DAC) and Information Technology.

Requires high commercial capability, an influencer mindset, great judgement, constant innovation, an analytical orientation, and a desire to work in multiple functional areas of the DQ business. International experience in franchising is essential.

Key Accountabilities Include:

Finds, qualifies, recruits and inducts new franchisees in targeted geographies; prepares and evaluates business plans, works with Legal on execution of development agreements; works with Operations/Marketing/Supply Chain/FSQR on market entry logistics, feasibility and execution.

Manages regional development pipeline and development plan/forecast; reviews franchisee proposals for new units, relocations, closures and remodels as per compliance with brand standards in their region, working closely with Operations and DAC. Evaluates new unit performance as per sales, profits, investment and franchisee return.

Qualifications

• Bachelor’s Degree in Business, Finance, Economics; other degrees considered.
• 4 to 6 years in international franchising, either on the franchisor or franchisee side, ideally in restaurants; some preferred backgrounds include development, M&A, law, operations, finance or construction/design.
• A process and detail-oriented relationship builder, with an intuitive understanding of franchisee/franchisor relationships and a good professional network.
• Excellent commercial and analytical skills, including financial analysis, contracts, and strategy.
• Verbal and written fluency in both English and Spanish.
•  Ability to travel up to 50% travel, both domestically and internationally.

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Job Description

We have an exciting new opportunity available for a Senior Manager, Gift Cards supporting the Dairy Queen brand.  The Senior Manager, Gift Cards will lead the evolution and growth strategies for the gift card program at Dairy Queen. This role requires an entrepreneurial mindset to establish a new capability, build strategies, identify opportunities, and drive quick wins in an evolving digital landscape. The role requires a seasoned professional with a deep understanding of the gift card and QSR industry, digital commerce, and consumer behavior. This role involves managing relationships with suppliers, developing marketing strategies, ensuring operational efficiency, and driving profitable sales through promotional activities. The Senior Manager will work closely with cross-functional teams and external partners to deliver a best-in-class gift card experience.

Key Accountabilities Include:

Strategic Leadership:

• Develop a gift card strategy from the ground up, focusing on untapped opportunities, quick wins, and integrating the program into broader business goals
• This role is ideal for a proactive leader ready to take full ownership, build strategies, and lead efforts that drive growth and innovation in the gift card space
• Identify and capitalize on market trends, consumer insights, and competitive dynamics to drive gift card sales.
• Work closely with cross-functional teams (e.g., marketing, digital, operations, finance) to integrate the gift card program into broader business initiatives.
• Evaluate the need for additional staff and develop a business case to support hiring of new team members.

Program Management:

• Establish processes, marketing campaigns, and distribution channels for both B2C and B2B sales, creating structure and direction where it is currently undefined
• Lead the strategic direction for in-store and online gift card programs, including seasonal promotions and digital strategy.
• Manage gift card production, inventory, fulfillment processes and work closely with cross-functional teams.
• Ensure compliance with regulatory requirements, industry standards, company policies, and implement fraud prevention measures.

Partnerships & Sales Growth:

• Cultivate and manage relationships with third-party distributors, corporate clients, and strategic partners to expand gift card distribution and drive sales.
• Develop and execute B2B sales strategies to increase corporate gift card sales, including holiday promotions, bulk purchasing, and loyalty programs.
• Collaborate with marketing teams to design and launch targeted campaigns that boost gift card awareness and sales during key periods (e.g., holidays, special events).

Analytics & Performance Optmization:

• Leverage data-driven insights not only to optimize existing processes but also to identify new avenues for growth and innovation
• Provide regular reporting on key metrics, trends, and forecasts to senior leadership.
•  Continuously evaluate and improve the customer journey for purchasing, redeeming, and managing gift cards.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or related field; MBA preferred, or equivalent combination of education and work experience.
• 7+ years of experience in gift card management, digital commerce, or a related field within the QSR industry.
• Proven track record of developing and executing successful gift card programs that drive revenue growth.
• Strong analytical skills with the ability to leverage data to inform strategy and decision-making.
• Excellent project management skills, with the ability to lead cross-functional teams and manage multiple initiatives simultaneously.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Experience with B2B sales and third-party partnerships is highly desirable.
• Proficiency in digital marketing and e-commerce platforms.

The US national base salary range for this position is $102,987- $126,159. This position is also eligible for a bonus. The base salary range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location and relevant education or experience.

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Job Description

We have an exciting opportunity available for a Senior Internal Auditor.  This position conducts audits to verify fees paid by franchisees to American Dairy Queen (ADQ) are accurate and in accordance with the terms of its agreements. Ensure franchisee compliance of other corporate policies such as trademark usage, consistency of product composition, preparation, presentation, and distribution to consumers. Provide cross-functional support to key projects utilizing knowledge of the business and finance and accounting skillset.

Key Accountabilities:

• Responsible for executing all assigned franchise audits. Compile and analyze data.  Work with internal and external clients to ensure the collection of accurate and complete data and the timely and efficient completion of the audit.
• Conduct audits to ensure accuracy of fees paid by franchisees. Analyze franchisee data to determine compliance with contractual provisions.  Understand Dairy Queen brand recipes and develop methods to reconstruct hypothetical sales based on volume of products purchased by franchisees.
• Conduct one-on-one meetings with franchisees to deliver audit results and discuss recommendations to improve contractual compliance and business results.
• Manage, review, perform and approve testing procedures and apply functional expertise towards identified processes within the Dairy Queen business to ensure accounting and operational practices are performed with accuracy and integrity.  Effectively communicate recommendations for improvement.
• Assess, negotiate, and collect additional royalties and advertising fees due to ADQ Companies.  Defuse difficult conversations effectively by gaining the franchisees trust with your vast knowledge of audit and the Dairy Queen brand.
• Review franchisee contracts and effectively interpret the language to the franchisee or their appointed representative in accordance with ADQ Companies policies and procedures.  
• Protect the Dairy Queen brand and its image by upholding trademarks and verifying proper use of approved products, recipes, and product prep procedures.
• Utilize experience and knowledge of the system to serve as an expert to franchisees and in-house business partners as it relates to restaurant performance, key indicators of sales trends, analysis of franchisee financial records, development of tools used by franchisees and the use of internal systems such as the DQ HUB. Develop financial and operational goals for franchisees and ADQ Business Consultants to improve bottom line profitability.
• Make recommendations for improvements, including the design and testing of new procedures relating to the department’s information processing, audit procedures, and new methods to achieve the department’s objectives.  Implement changes when appropriate.
• Document and maintain all departmental procedures to be utilized as a reference manual for all auditors. 
• Promote continuous improvement that values learning and a commitment to quality.
• Promote DQ Core values that shape our culture and make positive difference with our teams, the DQ system and in our communities.
• Perform other related duties and special project as assigned

Qualifications

Education/Experience:

• Bachelor’s degree in accounting/finance or equivalent related experience in lieu of
• Five years of relevant auditing and accounting experience
• Three years of prior restaurant experience preferred
• Professional certification (e.g., CPA, CIA, CISA) or working towards a professional certification
• Experience in data analytics and data visualization tools
• Experience working within a franchisor organization preferred

Skills:

• Creative thinker who can develop innovative ideas
• Ability to build and maintain mutually beneficial relationships with both internal and external clients
• Strong written and verbal communication skills, with the ability to articulate audit results to franchisees
• Advanced knowledge of Microsoft Office products
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously
• Excellent negotiation skills with the ability to defuse conflict
• Well organized with a high attention to detail and accuracy
• Strong analytical skills
• Ability to work in varied environments while on the road completing an audit
• Ability to coordinate with other departments (Operations, R&D and Legal) to complete projects on time
• Strong knowledge of restaurant operations preferred
• Ability to travel 10% per year to stores for audits
• Ability to work evenings and occasionally weekends, as necessary

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Job Description

JOB OVERVIEW

Independently provide strategic oversight to, and manage all Operational aspects of one of 11 franchisee regions in the U.S. Each region represents 7-8 districts with approximately 40 restaurants per district, and revenue through service fees of $4M to $14M. Utilize deep knowledge of restaurant operations and staff resources to provide guidance and coaching to Operations team and at time franchisees, in order to achieve short and long-term company and operation’s objectives.  Ensure compliance with IDQ policies and system standards.  Develop staff to meet current and future needs of the company.  Gain and maintain support of DMA chairpeople and other key franchisee leadership in achieving their goals. 

Primary Accountabilities

Development, communication, and execution of plans and strategies: 

• Participate in the development of IDQ’s Operations’ business plan (rolling 1, 2 and 3-year plan) with the global Operations senior management team during Worldwide Operations strategic planning meetings 3x per year.  
• Based upon the U.S.-wide Operations strategy/business plan, assist in the creation of U.S. Operations field teams’ annual performance goals.
• Provide guidance and direction to the Operations team in the development and implementation of an integrated business plan within select markets in region (i.e., integrated marketing, operations, training, development, and supply chain plan).
• Provide direction to Operations team in an effort to assist franchisees, in establishing effective annual business plans.  Assist in establishing systems and schedules to monitor progress and goal achievement.
• Provide leadership from an Operations perspective in developing and managing marketing performance through effective partnerships with appropriate departments, vendors and franchisees.
• Represent U.S. Operations’ goals and interests, and provide input across IDQ teams when working on cross-functional problem solving and projects. This includes teams and leaders from Field and Brand Marketing, Supply Chain, Design, Architecture and Construction, New Development, Finance, Legal, R&D, Quality, Concept Evolution and Concept Support Services.
• Oversee and monitor consistent execution and delivery of company strategies to assigned franchisees, to ensure food safety, approved products, procedures compliance, menu compliance, trademark protection, reinvestments, consumer satisfaction and ADQ standards.

Communications and Interactions with Franchisees:

• Travel to districts to visit franchisee stores with business consultants and ensure/validate the B.C.’s reported progress against goals.
• When warranted, get directly involved with franchisees on escalated matters that are more complex. For example, may notify franchisees that they will be issued a default in the event of store evaluation failure, facility deficiencies, or unapproved procedures; following the expiry of a cure period after the notice of default; may make a decision to terminate the franchisee; may address issues or questions escalated by business consultants on modernization completion, or address national marketing non-compliance with franchisees; may approve compliance exceptions to how a particular store represents the brand, their equipment, menu, etc., without which the franchisee would be in violation of contract.
• Prepare and present at annual franchisee Leadership Meetings, in partnership with Regional Marketing Manager. Prepare and present at franchisee Fall Business Conferences.
• Respond to customers and franchisees in a timely manner.

Management of Team: Continuously coach, support and advise business consultants on the following:

• The development and implementation of strategies to assist assigned franchisees in executing staff and management training and professional development.
• Guidance to franchisees for consistent achievement of optimal shift management, food safety, quality, service, cleanliness, repair and maintenance and atmosphere goals, as established by ADQ’s U.S. Operation’s business plan and operating standards.
• Collaborate with, and provide insightful counsel to position franchisees for optimal financial health.  When available, determining the financial status of the franchisee and monitoring their store(s) for progress.  
• Partnering with appropriate ADQ staff to help position new and existing franchisees, to establish and execute effective development, reinvestment and renewal strategies.
• Hire, build and support a high-performance team with skills that are relevant to the needs of the business.  Conduct onboarding and training for new staff. Demonstrate a commitment to building a diverse team. Establish clear direction and performance expectations; monitors progress and results on an ongoing basis.
• Conduct weekly team meetings to ensure staff are focused on their performance goals, share best practices and communicate corporate information affecting team. Prepare and lead week-long regional Business Consultant meetings, 3 times per year.
• Coach employees to develop their skills and abilities; when appropriate, provide assignments and opportunities for development. 

Other duties:

•  Includes assisting New Development/Remodel initiatives by conducting personal interviews with prospective franchisees to assess whether they have the business and managerial aptitude to become a successful ADQ franchisee. Interview existing franchisees to assess the same aptitude concerning the possible expansion of their business. Conducts walk-throughs/reviews of potential new real estate sites and provides point of view on the feasibility of projects. Provides opinion/sign-off on acceptability of franchisees and real estate to the Development Review Committee.

• Develop an operating budget/profit plan for the region. Consistently strive to meet or favorably exceed the operating budget.

• May be asked to guide cross-functional corporate projects or committees. Other duties as assigned or needed.

Qualifications

• B.A. or B.S. Degree in Business, Restaurant Management or a related field, or equivalent combination of education and work experience. MBA a plus.
• 10+ years of progressively responsible related experience, with a minimum of 5 years of experience in corporate franchise management operations (large fragmented system preferred), and the balance in franchise operations experience and/or restaurant management (with direct P&L responsibility for multi-unit geographically dispersed operations).
• Minimum of 3-5 years managing employees required. Experience managing franchise operations professionals preferred.

• Track record of managerial ability: Includes building a high performance team, establishing clear expectations: monitoring progress and results on an ongoing basis; coaching and supporting employees to develop their skills; regularly providing feedback on employees’ strengths and when they are performing well; providing constructive feedback on areas to develop; creating focus on the right priorities; eliminating roadblocks; providing solutions to day-to-day problems for staff.

• Ability to lead geographically dispersed teams.

• In-depth knowledge and understanding of restaurant industry (QSR preferred) and of restaurant operations. Proficient knowledge of marketing, finance and training.

• Experience effectively creating and managing an operating budget.

• Experience working within a franchisor organization, preferably a QSR brand.

• Strong knowledge and familiarity with the Restaurant Industry and of restaurant operations

• Proficient in Microsoft Word and Excel. Working knowledge PowerPoint.

• Communication Skills.Strong communication skills, with the ability to effectively articulate and present ideas to a variety of internal and external audiences. Strong public speaking/ presentation skills to present to staff, management peers, senior company management, and franchisees one-on-one and in groups.

• Teamwork and Cooperation. Effectively solves problems with others.  Involves others in matters that impact them. Works towards cross-functional “win-win” solutions. Strong ability to coordinate with other departments (Marketing, Finance, Supply Chain, Legal, Design/ Architecture/ Construction, New Development, Quality and Research and Development) to complete projects on time.

• Change and Continuous Improvement.Challenges the status quo. Generates new and viable ideas. Can facilitate effective brainstorming to create solutions and improved processes.  Advances ideas into action. Keeps up to date on new developments and information related to Operations, as well as relevant industry practices and technical developments. 

• Accountability and Drive for Results.Strong ability to multi-task and prioritize multiple projects and requests simultaneously, within an intense, deadline-driven environment. Makes effective decisions in a timely manner.  Effectively plans and coordinates work; anticipates and adjusts for problems; evaluates results. Adjusts priorities as situations change.  Takes the initiative to find solutions quickly and effectively. Takes into account the realities of our franchisee system, as well as the impact to other teams cross-functionally. Uses data to inform decision-making.

• Strategic Operations Leadership.Demonstrated ability to assists in developing strategies for achieving operations goals, to translate business strategies into clear tactics, and to anticipate future trends or problems, their potential impact, and how to address them with relevant strategies.

• Demonstrates the highest level of integrity and trust.Communicate problems and setbacks in an honest and transparent manner that engenders trust from others. Demonstrate professional behavior at all times. Take a stand on difficult issues to “do the right thing; encourage openness and fairness.

   

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Job Description

We have an exciting opportunity available for a Senior Internal Auditor.  This position conducts audits to verify fees paid by franchisees to American Dairy Queen (ADQ) are accurate and in accordance with the terms of its agreements. Ensure franchisee compliance of other corporate policies such as trademark usage, consistency of product composition, preparation, presentation, and distribution to consumers. Provide cross-functional support to key projects utilizing knowledge of the business and finance and accounting skillset.

Key Accountabilities:

• Responsible for executing all assigned franchise audits. Compile and analyze data.  Work with internal and external clients to ensure the collection of accurate and complete data and the timely and efficient completion of the audit.
• Conduct audits to ensure accuracy of fees paid by franchisees. Analyze franchisee data to determine compliance with contractual provisions.  Understand Dairy Queen brand recipes and develop methods to reconstruct hypothetical sales based on volume of products purchased by franchisees.
• Conduct one-on-one meetings with franchisees to deliver audit results and discuss recommendations to improve contractual compliance and business results.
• Manage, review, perform and approve testing procedures and apply functional expertise towards identified processes within the Dairy Queen business to ensure accounting and operational practices are performed with accuracy and integrity.  Effectively communicate recommendations for improvement.
• Assess, negotiate, and collect additional royalties and advertising fees due to ADQ Companies.  Defuse difficult conversations effectively by gaining the franchisees trust with your vast knowledge of audit and the Dairy Queen brand.
• Review franchisee contracts and effectively interpret the language to the franchisee or their appointed representative in accordance with ADQ Companies policies and procedures.  
• Protect the Dairy Queen brand and its image by upholding trademarks and verifying proper use of approved products, recipes, and product prep procedures.
• Utilize experience and knowledge of the system to serve as an expert to franchisees and in-house business partners as it relates to restaurant performance, key indicators of sales trends, analysis of franchisee financial records, development of tools used by franchisees and the use of internal systems such as the DQ HUB. Develop financial and operational goals for franchisees and ADQ Business Consultants to improve bottom line profitability.
• Make recommendations for improvements, including the design and testing of new procedures relating to the department’s information processing, audit procedures, and new methods to achieve the department’s objectives.  Implement changes when appropriate.
• Document and maintain all departmental procedures to be utilized as a reference manual for all auditors. 
• Promote continuous improvement that values learning and a commitment to quality.
• Promote DQ Core values that shape our culture and make positive difference with our teams, the DQ system and in our communities.
• Perform other related duties and special project as assigned

Qualifications

Education/Experience:

• Bachelor’s degree in accounting/finance or equivalent related experience in lieu of
• Five years of relevant auditing and accounting experience
• Three years of prior restaurant experience preferred
• Professional certification (e.g., CPA, CIA, CISA) or working towards a professional certification
• Experience in data analytics and data visualization tools
• Experience working within a franchisor organization preferred

Skills:

• Creative thinker who can develop innovative ideas
• Ability to build and maintain mutually beneficial relationships with both internal and external clients
• Strong written and verbal communication skills, with the ability to articulate audit results to franchisees
• Advanced knowledge of Microsoft Office products
• Strong ability to multi-task and prioritize multiple projects and requests simultaneously
• Excellent negotiation skills with the ability to defuse conflict
• Well organized with a high attention to detail and accuracy
• Strong analytical skills
• Ability to work in varied environments while on the road completing an audit
• Ability to coordinate with other departments (Operations, R&D and Legal) to complete projects on time
• Strong knowledge of restaurant operations preferred
• Ability to travel 10% per year to stores for audits
• Ability to work evenings and occasionally weekends, as necessary

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