Manager, Crisis
2 weeks ago
Job Description
Job Description
The Manager, Crisis & Enterprise Risk will be responsible for supporting initiatives key to protecting the Panera brand including areas such as: crisis management, illness monitoring, risk assessments, guest claims, associate claims, and more.
The ideal candidate for this role will have the ability to make quick decisions during high pressure situations, communicate effectively, and act as a reassuring presence for our associates. In addition to the real-time management of brand crises at all levels, this individual will be responsible for managing ad hoc crises and helping with safety related topics. The candidate should have excellent project management, communications skills and the ability to interact with guests and associates in an appropriate manner.
Responsibilities:
Manage the Service Now platform, for Illness, Crisis, and Enterprise Risk Management
Work with IT and update as necessary
Create reports and surveys as needed
Communicate with cafes as required
Provide “on call” support on nights and weekends as assigned to ensure immediate response to potential crisis events
During a crisis event, manage cross functional team/response, document throughout.
Manage other ad hoc risk management projects and crises as assigned
Build communications and other materials as needed
Build and deploy reports on a regular basis for senior leadership
Assist in general risk management functions such as administrative tasks, certificates of insurance, incident management, research, document gathering, etc.
Requirements:
2 + years relevant crisis
management/emergency
response experience
Certification in Crisis Management / Emergency Planning a plus
Ability to calmly strategize under the pressure of a crisis situation
Restaurant industry experience with strong understanding of restaurant operations, including sanitation and food safety procedures a plus
Customer service experience (internal or external) preferred
Experience with data management in a case management or CRM system
Excellent interpersonal and communication skills
Strong critical thinking, problem-solving and decision-making skills
Strong time management skills
Flexibility to be on call and work non-standard hours as needed
Crisis calls can come at any time
Expect to be “on call” on some weekends, evenings, and holidays
Must be agile and able to work on-the-go while on call
Additional Description :
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