Help Desk Manager

Since its founding in 1937, Krispy Kreme’s focus has remained the same – making fresh doughnuts using our founder’s original recipe. The brand’s iconic Hot Light lets consumers know when doughnuts are being made in the shop so they can stop in and enjoy them hot, right off the line. Krispy Kreme’s Franchise Performance Manager will play a critical role in improving our franchise partners’ profitability by enhancing visibility into our network’s sales & product mix, financials, and operational efficiency metrics. You will define key performance indicators (KPIs), ensure the right data inputs are collected, and work cross-functionally to integrate and visualize this data for strategic decision-making. This role requires a strong analytical mindset, the ability to work with both franchisees and internal teams, and experience in data integration and dashboard visualization. Define & Standardize KPIs: Identify key metrics to track franchise performance, ensuring alignment with business goals. Data Collection Strategy: Determine the required inputs for KPI calculation and identify sources such as POS systems, manual entries (e.g., Franchisee Collaboration: Work closely with franchise partners to streamline data collection processes and improve reporting consistency. Data Integration & Automation: Collaborate with IT teams to establish API integrations and automate data flow into platforms like Snowflake. Design and implement Power BI dashboards that provide actionable insights for franchise and corporate leadership. Performance Analysis & Recommendations: Continuously analyze data to identify trends, uncover inefficiencies, and recommend strategies to enhance franchise performance. 6+ years in business analytics, franchise operations, or a related role within QSR, retail, or multi-unit businesses ~ Experience working with franchisees or external partners on performance management. ~ Proficiency in data visualization tools (Power BI, Tableau, or similar). ~ Familiarity with data storage and integration platforms (Snowflake, APIs, ETL processes). ~ Understanding of POS systems and financial reporting. ~ Problem-solving mindset with a focus on driving data-driven decisions. *Comprehensive benefits (medical, vision, and dental insurance) ~ Employee discount program ~PTO and “dream” days ~ Company events ~ Education Reimbursement ~ Life Insurance ~ FSA/HSA Plans ~ Pet Insurance Our global culture is best captured by our Leadership Mix, a dozen behaviors that define how we work with one another across the world and give back to our communities. Loving Communities: At Krispy Kreme, sharing joy is at the center of everything we do, and we strive to inspire this in our communities. Our brand purpose truly shines through our Acts of Joy and community fundraising initiatives. we have been donating unsold doughnuts to local food banks, with a goal of bringing a smile to our consumers as they enjoy a small, sweet treat. In 2022, we helped community groups raise $40 million globally. We have been conducting a multi-year global GHG emissions assessment to establish an emissions baseline, using this foundation to soon set goals for greenhouse gas emission reductions. We are working on reducing food waste through donation efforts, animal feed, and composting programs. Krispy Kreme is one of the most beloved and well-known sweet treat brands in the world. Krispy Kreme operates in more than 35 countries through its unique network of fresh doughnut shops, partnerships with leading retailers, and a rapidly growing Ecommerce and delivery business with more than 14,000 fresh points of access. Our purpose of touching and enhancing lives through the joy that is Krispy Kreme guides how we operate every day and is reflected in the love we have for our people, our communities and the planet.