Real-Time Delivery & ETA Lead

Papa John's International , Inc.; Louisville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Papa Johns is seeking a Customer Service & Support Lead to coordinate real-time delivery visibility across the PJFS network. You will monitor routes, validate ETAs, manage exceptions, and communicate with Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

The role emphasizes proactive problem solving, KPI reporting, and collaboration with franchise and corporate partners to maintain service continuity seven days a week.

Qualifications

• 4+ years of relevant experience in operations or logistics.
• Bachelor's degree preferred.
• Advanced Excel skills (Pivot Tables, VLOOKUP, formulas).

Responsibilities

• Monitor delivery routes for on-time departure and delivery.
• Identify delayed routes and mitigate disruptions.
• Track ETA accuracy and update system projections.
• Communicate delays to stakeholders and restaurants.
• Support leadership with reporting and KPI analysis.

Skills

Analytical thinking

Cross-functional coordination

Customer service

MS Office proficiency

Education

Bachelor's degree

Tools

Excel

Job description

Papa Johns is seeking a Customer Service & Support Lead to coordinate real-time delivery visibility across the PJFS network. You will monitor routes, validate ETAs, manage exceptions, and communicate with Transportation, Distribution, Customer Service, and restaurants to ensure a reliable customer experience.

The role emphasizes proactive problem solving, KPI reporting, and collaboration with franchise and corporate partners to maintain service continuity seven days a week.