Contractor, Customer Success Manager, LAC

Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

This is a fully remote job opportunity.

The employment contract will be provided through the employment agency.

This is an indefinite-term contract.

About the Team:

The Digital Operations team helps franchisees maximize the value of our consumer-facing technology ecosystem, including web and mobile applications, delivery solutions, mobile ordering, loyalty modules, kiosk software, and other digital platforms across our key markets.

As part of this team, you will play a strategic role in driving digital growth, improving platform adoption, and helping franchisees deliver best-in-class digital experiences to their customers across the EMEA region.

The Digital Operations team is part of the Consumer Technology Group, which consists of over 300 team members across the US, Canada, and Switzerland, primarily composed of Software Engineers, Product Managers, and Digital Technology professionals.

Why Join Us:

• Exposure to global EMEA markets and international stakeholders
• Opportunity to collaborate closely with Product, Engineering, Marketing, and Guest Engagement teams
• High level of ownership and autonomy in driving digital initiatives
• Ability to influence digital experiences used by millions of consumers globally
• Opportunity to contribute to the growth and evolution of innovative digital consumer platforms

About the Role:

As a Customer Success Manager, you will serve as a strategic partner and trusted advisor to our franchisees for all technology and digital growth initiatives. You will help drive adoption, optimization, and expansion of our digital platforms while collaborating cross-functionally with internal teams to support business growth across EMEA markets.

Your primary responsibilities include:

• Driving strategic initiatives that help grow our markets’ digital business, including increasing mobile app adoption, loyalty engagement, delivery capabilities, and digital ordering experiences
• Building strong customer relationships and acting as the primary post-sale point of contact for digital and technology-related initiatives
• Leading stakeholder meetings, business reviews, and strategic discussions with customers to identify opportunities for growth and operational improvement
• Partnering closely with Product, Engineering, Marketing, and Guest Engagement teams to prioritize and deliver impactful digital initiatives
• Acting as a consultative partner by understanding customer business needs, identifying technical solutions, and supporting platform optimization
• Introducing and supporting the rollout of new features, platform enhancements, and software releases
• Leading cross-functional execution across customer and internal teams while managing timelines, stakeholder expectations, communications, and conflict resolution
• Using analytics and customer insights to identify opportunities that improve digital adoption and customer satisfaction

Qualifications:

• Computer Science, Engineering Management, Business, or related degree or a related field
• Minimum 5-7 years of experience in a similar role or as a Technical Project Manager / Consultant in a customer-facing technology environment
• Proficient level of English, both spoken and written
• Excellent interpersonal and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences
• Excellent written communication skills, including writing product requirements and self-service documentation
• Based in LATAM or NA and authorized to work in the country of residence without visa sponsorship

Competencies:

• Strong technical background with solid understanding of Scrum methodologies, release management processes, CRM systems, and data analytics platforms
• Strong analytical and problem-solving skills with the ability to leverage data and technology to solve customer challenges
• Excellent organizational and project management skills with the ability to manage multiple priorities and stakeholders
• Solid understanding of platform technologies and digital ecosystems
• Strategic mindset with the ability to independently identify, propose, and implement solutions that support business growth across markets
• Ability to influence stakeholders and drive cross-functional collaboration in a fast-paced environment

Nice to Have:

• Experience with Content Management Systems such as Sanity, feature flag tools like Launch Darkly, and knowledge bases such as Confluence
• Familiarity with API management and testing tools such as Postman
• Scrum, Agile, or PMP certifications
• Background in Quick Service Restaurants (QSR), Food, or FMCG industries

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.