Manager, Delivery Channel

Job Purpose

Delivery is a critical growth channel within Panera Bread, serving as the connection point between our digital ordering experiences and in-café execution. The Manager, Delivery Channel is responsible for driving channel performance across first-party delivery, third-party marketplaces, and emerging off-premise experiences by ensuring alignment between digital initiatives, operational execution, and guest experience. This role partners closely with Marketing, Digital Product, Operations, Analytics, Brand, and external marketplace partners to develop and execute channel strategies that improve sales growth, customer satisfaction, operational performance, and channel profitability. The Manager will lead cross-functional initiatives that connect online and offline customer experiences while identifying opportunities to optimize delivery channel performance. A successful candidate is highly analytical, comfortable navigating ambiguity, and passionate about translating insights into action. This individual will own the development, maintenance, and communication of key channel performance indicators (KPIs), leveraging data to assess business health, identify opportunities, and influence strategic decision-making. The Manager will support the overall strategy and execution of Panera's Delivery Channel roadmap and work closely with the Director, Delivery Channel to prioritize strategic initiatives and operational improvements.

Location: Newton, MA moving to Weston, MA July 2027

Updated Duties & Responsibilities

The primary responsibilities of this position include, but are not limited to:

Channel Strategy & Performance

• Support development and execution of the Delivery Channel strategy across first-party delivery, third-party marketplaces, and other off-premise channels.
• Establish, maintain, and evolve channel KPIs, scorecards, and reporting mechanisms to measure overall channel health and performance.
• Analyze sales, operational, customer experience, and financial performance to identify trends, risks, and growth opportunities.
• Develop and communicate actionable insights and recommendations to senior leadership and cross-functional partners.
• In partnership with the Director, Delivery Channel create business cases and performance assessments to support channel investments and strategic decisions.

Cross-Functional Program Leadership

• Lead complex cross-functional initiatives that connect digital customer experiences with operational execution in cafés.
• Partner with Operations, Digital Product, and Analytics teams to identify and prioritize improvements across the end-to-end delivery journey.
• Drive alignment between online ordering experiences and in-café fulfillment processes to enhance customer satisfaction and operational efficiency.
• Coordinate implementation of new delivery capabilities, process improvements, and marketplace initiatives.

Delivery Experience & Operations

• Monitor and improve key customer experience metrics across delivery channels.
• Oversee resolution of channel challenges impacting guest experience, café operations, or partner performance.
• Identify opportunities to streamline operational processes and improve delivery execution.
• Partner with franchise and company café teams to support adoption of delivery best practices and operational standards.

Partner & Vendor Management

• Manage relationships with third-party marketplace partners and technology vendors.
• Collaborate with internal and external partners to identify growth opportunities, improve operational performance, and enhance customer experience.
• Evaluate partner programs and platform enhancements through the lens of channel performance and business impact.

Program Activation & Marketing Support

• Partner with Marketing and Loyalty teams to support channel-specific promotions and activation strategies.
• Ensure marketing initiatives are integrated with operational readiness and digital execution.
• Evaluate performance of channel activations and provide recommendations based on business outcomes and customer behavior.

Updated Qualifications

Qualifications Include:

• Bachelor's degree in Business, Marketing, Analytics, Operations, or related field.
• 3-5 years of professional experience in strategy, digital commerce, channel management, consulting, business operations, analytics, or related disciplines.
• Strong understanding of how digital experiences and operational execution work together to drive business performance.
• Demonstrated ability to develop, maintain, and communicate KPIs, dashboards, and performance reporting.
• Experience translating complex data into actionable business recommendations.
• Proven ability to influence cross-functional teams and drive alignment across diverse stakeholder groups.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication and presentation skills with experience presenting findings and recommendations to leadership.
• Advanced proficiency in Microsoft Excel, Power BI, Tableau, or similar analytical tools preferred.
• Experience working with delivery, eCommerce, marketplace, digital commerce, or omnichannel businesses preferred.
• Entrepreneurial mindset with a strong sense of ownership and accountability.

Equal Opportunity Employer: Disabled/Veterans Competitive Pay $104,942 - $125,930 annually

Additional Description :