Manager, Crisis

3 weeks ago

Newton, United States Panera Bread Full time

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
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