This position is responsible for leading the end-to-end support model for Digital channels, including web and mobile applications across multiple brands. This role owns day-to-day production operations, incident response, problem management, change and release governance, service reliability, and continuous operational improvement across a complex multi-brand environment.
This leader serves as the highest point of escalation for critical production issues and must be comfortable operating in a fast-paced, 24x7 support environment with on-call responsibilities. The role oversees both offshore and local teams across L1, L2, and L3 support functions, while working closely with Infrastructure, SRE, Security, Development, and third-party vendors to ensure service stability, resiliency, and rapid resolution of issues.
The ideal candidate will also bring deep experience with ITSM tools and service management platforms in order to drive process discipline, reporting, governance, and operational excellence across the support organization.
Atlanta-based platform company GoTo Foods (formerly known as Focus Brands) is a leading developer of global multi-channel foodservice brands. As of December 28 , 2025, GoTo Foods, through its affiliate brands, is the franchisor and operator of over 7,300 restaurants, cafes, ice cream shoppes and bakeries in all 50 states and in 71 countries and territories under the Auntie Anne’s®, Carvel®, Cinnabon®, Jamba®, Moe’s Southwest Grill®, McAlister’s Deli® and Schlotzsky’s® brand names, as well as the Seattle’s Best Coffee® brand on certain military bases and in certain international markets. The iconic GoTo Foods brands benefit from strong enterprise growth engines, including marketing, digital, technology and franchise sales & development to propel growth and brand performance. Please visit www.gotofoods.com to learn more.
GoTo Foods is proud to be Certified™ by Great Place To Work®, the most definitive “employer-of-choice” recognition, and the only recognition based entirely on what employees report about their workplace experience for the second consecutive year.
