Sr Manager, Command Center

Whataburger Command Center Manager

This position leads the operations of the Command Center, overseeing incident management, emergency response, and disaster recovery efforts. Responsible for planning, preparedness, and execution during crises, ensuring the protection of personnel, property, and products. Partners with Enterprise Risk and Crisis Communications on business continuity and communication strategies. Manages the Clean, Safe and Ready program, driving performance, process improvement, and cross-functional collaboration. Oversees governance, methodology, and budget compliance within the Command Center and related programs.

Total Rewards:

• Competitive Weekly Pay
• Bonus Program with 250% Upside Potential
• Performance for Pay Program Eligibility to Receive a Pay Increase Once a Year, Based on Performance
• Opportunities for Career Development and Growth
• Healthcare and Life Insurance Benefits
• Paid Time Off - 5 Weeks on Day 1
• Flex Weeks - Remote Work Arrangement
• Paid Corporate Holidays
• 401(k) Savings Plan with a Competitive Company Match
• Paid Parental Leave Subject to Eligibility Requirements
• Short-Term Disability
• Long-Term Disability
• Scholarship Program - You and Your Dependents are Eligible!
• Whataburger Family Foundation (Hardship Grant Assistance)
• Discounted Meals For You and a Guest
• Wireless Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and Recognition For All You Do
• Retirement Celebration Program

Responsibilities:

• Leads the Whataburger Command Center, coordinating communication with Core Crisis and Crisis Communication Teams to implement emergency preparedness actions in response to severe weather, natural disasters, and brand-impacting crises.
• Responsible for the timely dissemination of critical information to Support System, Operations, and Franchisees regarding weather events or emergencies that affect Whataburger markets, as directed by Senior Leadership, Restaurant Services, or Enterprise Risk.
• Monitors field needs using exception reports and Customer channels (e.g., Customer Care, Social Media), and provides feedback to Internal Compliance and Asset Protection on areas needing additional training or support.
• Partners with Enterprise Risk and Restaurant Services to review safety incidents reported through the incident hotline and recommends mitigation strategies to reduce safety risks and support operational safety.
• Provides guidance and feedback to Operations leadership on key incidents and issues; validates identified Operations RIDA gaps/issues. Provides remedy option recommendations for issues placed on Operations RIDA.
• Delivers preparedness guidance and communication related to hurricane and severe weather procedures to ensure Family Member and unit safety.
• Engages regularly with Operations leadership to review and prioritize emergency issues, validate RIDA gaps, and recommend remedies for operational disruptions.
• Provides guidance to restaurant operations for restaurant closing/re-opening and supports new restaurant opening activities.
• Develops and presents after-action reports following major incidents to the Incident Core Team, highlighting learnings and areas for improvement.
• Manages escalation of restaurant closures and reopening's due to emergencies or routine events, ensuring coordination with the Contact Center and adherence to policies.
• Identifies and documents operational gaps that pose risk or impact to restaurant productivity by analyzing trends, reports, and stakeholder input.
• Collaborates with Key Stakeholders to ensure the Whataburger Continuity Plan is maintained in accordance with our own policies.
• Directs resource coordination during Command Center activation for events involving food safety, legal risks, or major disruptions, aligning efforts with Risk Management, PR, Legal, HR, Supply Chain, and Core Incident Management teams.
• Monitors and coaches to restaurant Key Performance Indicators (KPIs), providing performance insights for planning meetings, leadership events, and business reviews.
• Conducts unit surveys/audits aimed to improve unit safety and readiness efficiencies and reducing time needed for units to maintain key success factors. Develops and distributes training materials and communications to support adoption of crisis management, safety, and security protocols.
• Creates communications, training material and various support techniques that ensures the adoption of new and existing processes associated with but not limited to crisis management, safety and security.
• Identifies and prioritizes opportunities to automate manual processes within the operational playbook to improve efficiency, accuracy, and overall effectiveness.
• Assumes additional responsibilities as assigned.

Education:

• Bachelor's degree and/or equivalent crisis management experience required.

Experience:

• 5-7 years' experience preferably in restaurant or hospitality crisis management

Knowledge, Skills & Abilities:

• Knowledge of policies and principles of emergency management and ability to apply this knowledge in varied work situations, planning, training, and exercises
• Knowledge of the Threat, Hazard Identification and Risk Assessment
• Knowledge of hazardous weather principles along with the identification of tools for monitoring
• Knowledge of mass communications systems, principals, and procedures
• Ability to maintain situational awareness of all threats across the enterprise
• Ability to conduct research, develop and review strategic, operational, and tactical level emergency plans as well as prepare professional reports of a technical nature in relation to emergency management
• Proficiency in MS Office Word, Excel, Outlook, Power Point, and Visio (as applicable)
• Proficiency in Workday (as applicable)
• Ability to communicate, influence, and negotiate decisions while motivating assigned staff
• Ability to work in a team environment

Professional Certification:

• Texas Food Safety Certification (may vary based on city and county)
• Certified Risk Management Professional (CRMP) preferred
• Associated Business Continuity Professional (ABCP) preferred
• Certified Business Continuity Professional (CBCP) preferred
• Texas Certified Emergency Manager (TEM) preferred
• Public Safety certification (fire, police, EMS) preferred

Working Conditions/Travel Requirements:

• Expected to work the necessary time to satisfactorily fulfill job responsibilities
• Must be able to report to work timely and as required by operational/business needs
• Must be able to work a full-time schedule and work outside of normal business hours when necessary
• Must be able to travel occasionally both locally and long distances (including air travel), to worksites, meeting sites, and other locations
• Must possess a valid driver's license, submit to releasing a Motor Vehicle Record that adheres to the Whataburger standards and maintain current automobile liability at minimum levels in their state of residence