Senior Manager - Delivery Operations

About this role

WHO WE ARE

We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun, and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

WHAT WE’LL NEED

Role Summary

The Senior Manager, Delivery Operations leads operational performance and continuous improvement across first-party and third-party delivery channels. This role drives delivery reliability, restaurant execution, and guest experience by establishing operational standards, identifying performance gaps, and implementing scalable improvements.

Working closely with Brand Partners, field teams, Delivery Service Providers (DSPs), and cross-functional partners, this leader translates operational insights into measurable improvements in restaurant efficiency and delivery performance.

Key Responsibilities

Delivery Performance & Reporting

- Monitor 1P and 3P delivery performance, including service levels, cancellations, order accuracy, handoff execution, refunds, and guest issues.
- Develop actionable reporting and performance insights to identify trends, root causes, and improvement opportunities.
- Establish performance reviews, escalation thresholds, and corrective-action plans with internal teams and DSPs.
- Provide monthly operational reporting to field leadership with clear recommendations and follow-up actions.
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