Digital Business Associate Manager (Delivery Strategy & Operations)

Summary of Job Description:

The Digital Business Associate Manager (Delivery Strategy & Operations) is responsible for the end-to-end performance of delivery across both first-party delivery (Panda web + app) and third-party delivery marketplaces. This position is responsible day-to-day for delivery strategy and operations, driving sales growth, improving profitability, and ensuring a consistently strong guest experience across more than 2,000 locations.The Associate Manager establishes the operating cadence for delivery health, drives accountability with third-party partners through scorecards and performance reviews, and partners closely with Store Operations and Field Leadership to improve execution, reduce defects, and resolve issues quickly. This position is also responsible for high-impact marketplace promotions and ongoing optimization to improve visibility, placement, and conversion on third-party platforms while supporting growth of first-party delivery to increase sales. Success requires strong commercial instincts, analytical rigor, comfort navigating ambiguity, and the ability to influence cross-functional partners across a complex, high-volume retail environment.

Job Responsibilities:

Overall Delivery Business Performance

• Responsible for delivery sales and profit performance across first-party and third-party channels, identifying the highest-impact levers to improve sales, contribution margin, and channel mix and for the delivery operating cadence with clear KPI reviews and action plans.

Partner Promotions, Merchandising & Growth

• Drives continuous marketplace optimization to improve visibility, placement, and conversion by iterating through partner-specific performance inputs that influence ranking. Executes high-impact marketplace promotions with strong readiness gates, clean setup, and post-performance readouts tied to incrementality and ROI.

Partner Management & Governance

• Maintains standardized partner scorecards and recurring performance reviews, aligning on root causes, corrective actions, and timelines across a consistent KPI set; drives accountability on SLAs. Prepares QBR inputs and escalation narratives, ensuring partners deliver measurable improvements and internal stakeholders have clear visibility into risks, asks, and progress.

Operations Liaison & Issue Resolution

• Serves as the primary bridge between Operations and delivery partners, resolving store issues, addressing driver accountability concerns, and driving fast incident escalation, resolution, and prevention. Champions the voice of the guest by translating VOC and defect drivers into prioritized fixes with Store Ops/Field Leadership, supported by scalable playbooks and field enablement.

Technology, Data & Brand Standards

• Ensures brand guardrails and data integrity across channels, including menu/pricing/promo accuracy, content standards, and trusted KPI definitions and dashboards. Validates end-to-end platform health across first-party and marketplace integrations, coordinating incident resolution with Product and vendors.

How we reward you:

• Hybrid Work schedule
• 401K with company match
• Yearly bonus opportunity*
• Full medical, dental, and vision insurance *
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays*
• Continuous education assistance and scholarships*
• Income protection including Disability, Life and AD&D insurance*
• Bereavement leave*

*Benefits available for eligible permanent full time associates

Your background & experience:

• Bachelor's degree in Business, Finance, Analytics, Operations, or a related field; MBA preferred
• Five years of experience in delivery, operations, analytics, finance, or business process management; experience in digital food delivery, e-commerce, loyalty programs, or digital retail settings preferred; experience working with finance systems and managing operational budgets
• Successful completion of initial and periodically required trainings.
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Pay Range: P3: $90,000 - $126,500 / Annual

* Within the range, individual pay is determined using various factors, including work location and experience.

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Panda Strong since 1983:

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,800 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it's impacting our team or the communities we work in, we're proud to be an organization that embraces family values.

You're wanted here:

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation.The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability.Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters.If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to TASupport@PandaRG.com.