Senior Director of In-Store Digital

Purpose: The Senior Director of In-Store Digital leads the development, execution, and continuous optimization of the company’s in-store digital technology portfolio across both Retail and Food & Beverage. By advancing scalable, guest-facing solutions – such as QR Code Order & Pay, Self-Order Kiosks, and Self-Checkout –  and aligning technology strategy with business needs and operational execution, this role drives adoption, improves guest experience and labor efficiency, and supports measurable revenue growth across the company.

Essential Functions:

• Leads the development and execution of the company’s in-store digital strategy across both Retail and Food & Beverage, translating business objectives into actionable projects, priorities, and measurable outcomes
• Owns the lifecycle of in-store digital products and platforms, including identification, evaluation, pilot testing, deployment, adoption, and continuous optimization
• Partners with Operations, IT, Finance, Marketing, and external vendors to deliver scalable in-store solutions that enhance guest experience, improve operational efficiency, and revenue
• Establishes and governs a portfolio of in-store digital initiatives, balancing business priorities, resource allocation, risk management, and return on investment
• Identifies opportunities to improve revenue, labor productivity, transaction speed, guest satisfaction, and operational efficiency through technology
• Leads company-wide change management efforts, ensuring successful implementation, training, adoption, and sustained operational accountability for in-store digital programs across restaurants and retail
• Monitors industry trends, emerging technologies, consumer behaviors, and competitive advancements across restaurants, retail, travel, and self-service experiences to identify innovation opportunities and maintain market leadership
• Aligns in-store digital initiatives with business objectives by building and maintaining strong relationships with executive leadership, operational stakeholders, airport partners, and technology providers, and communicating strategy, performance, and investment recommendations
• Leads, develops, and mentors a high-performing team, fostering a culture of innovation, collaboration, accountability, and continuous improvement

Reporting Relationship: The Senior Director of In-Store Digital reports to the Senior Vice President of Digital

Interdependencies: Operations, Information Technology, Marketing, Finance, external technology vendors

Minimum Qualifications, Knowledge, Skills, and Work Environment:

• Education and Experience: The combination of education and professional experience must exceed 10 years:
• In a leadership role: Requires 5 years of experience supervising a team of digital professionals
• In a technical role: Requires 10 years of experience engaged in developing and implementing in-store digital user experience tools in a high-volume environment
• A bachelor’s degree in a program related to the functional area can count for 3 of the ten-year requirement
• An MBA or a master’s level degree in a program related to the functional area can count for an additional 2 years of the ten-year requirement
• In the industry: 3-5 years of Hospitality, Food & Beverage, or Retail experience 

• Specialized Training:

• Training that leads to deep knowledge of guest-facing technologies, omnichannel experiences, self-service platforms, payment technologies, and retail innovation
• Training that leads to strong understanding of digital product strategy, user experience, and customer journey design

• Specialized Skillset/Competencies/Traits:

• Experience leading or supporting digital platforms across Retail and Food & Beverage environments, including QR code ordering, self-order kiosks, self-checkout, and other guest-facing self-service solutions
• Excellent interpersonal and relationship management skills, with confidence and clarity communicating complex concepts to both technical and non-technical audiences
• Proven experience leading large-scale change management initiatives, including training, adoption strategies, and driving sustained behavior change across a distributed field organization
• Demonstrated experience exhibiting a continuous improvement mindset with the ability to apply new knowledge and skills to evolving business needs and optimize work processes
• Highly advanced business acumen and has the strategic mindset required to understand the long-term implications of digital decisions and to advance the organization’s goals
• Demonstrated history of anticipating and balancing the needs of the business with the needs of complex stakeholders, the employee population, and individual circumstances
• Demonstrated history of creating and maintaining positive work environments through coaching, developing, and leading teams to achieve common goals

• Location/Travel:
  • This role may be remote
  • This role requires approximately 50% travel