This role supports the technical and customer-facing aspects of aggregator platform operations. The CX & Technology Specialist ensures accurate store setup, offer functionality, and platform integration while supporting QA, automation, and performance monitoring. This role works closely with the Manager, Media & Customer Experience and technical teams to deliver a seamless customer journey. RESPONSIBILITIES AND DUTIES(30%) Platform & Experience ManagementEnsure accurate and consistent setup of store-level details across all third-party platforms, including delivery and service areas, fees, service types, menu structure, pricing, and visual assets (e.g., hero images).Executes the strategic UX process, including user flows, business rules, and platform requirements, to support new product launches and promotional campaignsLeverages data analysis to inform and pitch enhancements to the digital experience, partnering with cross-functional teams to drive sustained growth and engagement across third-party platformsDrive onboarding, activation, and change-of-ownership processes to ensure smooth transitions and consistent store setup (30%) Quality Assurance & CX Issue ResolutionConduct regular audits of customer-facing elements (e.g., menu accuracy, offer visibility, delivery times, store hours) to ensure a frictionless and consistent ordering experienceValidate updates and promotional setups through pre- and post-launch QA checks, ensuring proper functionality and visual consistency across platformsAct as the first line of defense for identifying and troubleshooting customer experience issues (e.g., incorrect store hours, failed orders, NROs), escalating as needed to internal teams or third-party supportProvide timely support for franchisee-facing issues and contribute to documentation and FAQs related to platform functionality and customer experienceMaintain and evolve internal documentation, FAQs, and training materials to support scalable and consistent CX operations(30%) Performance Monitoring & ReportingMonitor key customer experience metrics (e.g., order accuracy, delivery time, menu completeness, offer redemption) to identify trends, gaps, and areas for improvement across third-party platformsBenchmark Domino’s performance against competitors to inform continuous improvement efforts and maintain a best-in-class presence on aggregator platformsCoordinates with analytics and marketing teams to evaluate the impact of promotions, menu updates, and platform changes on customer satisfaction and conversionDeliver regular reporting and insights to the Manager and cross-functional teams, highlighting wins, risks, and actionable opportunities for optimization(10%) Strategic Support & Special ProjectsSupport the Manager in coordinating cross-functional initiatives ensuring project goals, KPIs, and timelines are clearly defined and communicated.Assist in tracking progress against project objectives, compiling results, and sharing performance updates and actionable insights with key stakeholders to inform future planning.