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Job Summary
This the Director, Commercial Experience & Fulfillment focuses on driving the development and orchestration of menu and product technology, ensuring seamless integration across multiple platforms and channels. The role collaborates with internal teams and external partners, optimizing menu builds, promotional offers, and system accuracy to deliver a high-performance fulfillment experience throughout the US and Canada.
Duties and Responsibilities (other duties as assigned)
Menu & Product Orchestration
Preferred candidate location is Louisville, with openness to candidates based in Atlanta or the Michigan area.
Lead the full lifecycle of menu technology — from initial product testing and discovery through national deployment and lifecycle management.
Develop and manage the master "Source of Truth" for menu data, ensuring accurate synchronization across POS, Web, App, and 3rd-party delivery platforms (e.g., DoorDash, UberEats).
Partner with Marketing, R&D, and Digital teams to align technical roadmaps with new product innovation and promotional calendars.
Coordinate multiple concurrent workstreams to ensure menu builds are optimized for kitchen routing, labor efficiency, and guest accuracy.
Offer & Revenue Optimization: Curate and maintain the lifecycle of promotional offers, Limited Time Offers (LTOs), and dynamic pricing architectures across all North American channels.
System Hygiene & Accuracy: Audit and optimize menu databases to eliminate "system bloat," ensuring high-speed data synchronization and reducing technical friction during the guest checkout process.
Fulfillment & Last-Mile Technology
Serve as the primary technology owner for delivery-related systems, including mapping, driver tracking, and aggregator integrations.
Oversee vendor performance for fulfillment partners, ensuring adherence to contractual SLAs, data integrity, and quality standards.
Drive the strategy for Team Member-facing fulfillment tools (e.g., dispatch tablets, smart dispatch technology, driver assignment) to reduce in-store friction.
Manage escalations and decision-making forums regarding delivery logistics and guest tracking accuracy.
Execution & North American Governance
Track performance through regular executive updates, dashboards, and post-rollout reviews for both the US and Canadian markets.
Manage budgets and forecasts for commercial technology investments, including vendor invoices and project ROI.
Partner with field teams to oversee pilot results and validation criteria for any tech impacting the restaurant "hand-off".
Operational Change Management
Partner with Training and Operations teams to ensure robust deployment readiness, training materials, and communication plans for new restaurant tech.
Drive alignment on standard operating procedures (SOPs) for digital order fulfillment and menu management.
Facilitate ongoing "lessons learned" sessions to continuously improve the speed and quality of product deployments.
Education, Experience & Certifications
10+ years of experience in restaurant technology or retail operations, with at least 5+ years in a leadership role overseeing large-scale commercial systems.
Proven experience managing customer requirements journey, including menu databases, POS integrations, and delivery logistics.
Experience managing technology rollouts across 3,000+ multi-unit franchise or corporate-owned restaurants, preferred
Familiarity with industry platforms such as PAR Brink, NCR, Deliverect, or equivalent menu and fulfillment stacks, preferred.
Bachelor’s degree in Business, Information Systems, or related field; MBA preferred.
Functional Skills
Deep understanding of restaurant operations, system integrations (API/middleware), and franchise business models in North America.
Strong vendor management skills and experience driving results across multiple third-party delivery and data partners.
Exceptional communication and executive presentation skills; able to translate complex technical "orchestration" into clear business outcomes.
Menu technology lifecycle management
Data synchronization and database optimization
Cross-functional collaboration and project coordination
Offer and pricing architecture management
System auditing and technical troubleshooting
Vendor and partner relationship management
Our Values
EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.
DO THE RIGHT THING –We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.
PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.
INNOVATE TO WIN – We champion and challenge for a better way in all we do.
HAVE FUN – We find joy, create meaningful impact and celebrate the journey together
Our Core Competencies
CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence
RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.
CONTINUOUS IMPROVEMENT –We champion for better through strategic risk taking, experimentation and challenging the status quo.
BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.
WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity
Papa Johns is an equal opportunity employer.
Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.
Everybody loves pizza, which means they also love the people who are behind the scenes working to deliver it. This is complex and challenging work – but let’s face it – it’s also pizza! If you want a fulfilling career with a company that’s always moving forward, we’re the right place.
Papa John's is a Federal Contract employer who participates in E-Verify to confirm employment eligibility for each new team member. For more information please view the following PDFs: E-Verify Poster (English) - Right to Work Poster (English) - E-Verify Poster (Spanish) - Right to Work Poster (Spanish) Papa John's is an Affirmative Action and Equal Opportunity Employer. For more information please click on the following PDF. See terms & conditions for site use.