Dunkin’ Brands is on a journey to transform its two iconic brands. At the forefront of that journey is enhancing the customer experience through the use of digital technology. Whether it’s the Dunkin’ or Baskin-Robbins mobile app, our DD Perks® program, or one-to-one marketing capabilities, our Information Technology (IT) team plays a key role in delivering against our digital goals in a highly competitive space.
Our IT Quality Assurance (QA) team carries a deep knowledge of the Dunkin’ and Baskin-Robbins apps, website user-interfaces, and the moving parts behind the screen. Through that understanding, the team plays a key role in driving the success of enhancements to our digital platforms by working cross-functionally with many departments to ensure quality software, release after release.
We recently chatted (virtually over a cup of coffee, of course) with Senior Manager of Web & Mobile Applications & Software QA, Heera, to hear more about her #dunkinbrandslife experience and her role on the IT team.
Q: We'll start with everyone’s favorite question: What are you drinkin’ and what are you scooping?
I’m drinking a latte and scooping Nutty Coconut ice cream.
Q: How long have you been with the company?
I’ve been with Dunkin’ Brands for about three years. Prior to joining the brands, I worked in consulting for over 11 years.
Q: What made you interested in the Senior Manager of Web & Mobile Applications & Software QA role at Dunkin’ Brands?
I come from a performance testing background where I worked on web and thick client applications. In my previous job, I traveled a lot, which did not allow me to spend much time with my kids. I knew that I wanted a job that allowed me to continue working in IT, but required less travel, and provided a strong work-life balance.
I had learned about Dunkin’ Brands through an acquaintance that worked there. I asked about her experience as an employee of the company, and she had a lot of nice things to say and talked up the perks. Now, after being with the company for three years, I’m the one talking up the perks to others!
Q: Speaking of your kids, what do they think about you working at Dunkin’ Brands?
When I told my two daughters that I was going to work for Dunkin’ Brands, they were (understandably) very excited about the donuts! But now that I do not need to travel as much for work, I have more time to spend with my kids. We like to paint, play card games, shop, and travel (when it is safe to do so). My family and I appreciate the work-life balance I have now.
Q: What are some of your responsibilities as a Senior Manager of Web & Mobile Applications & Software QA?
My work is to ensure the quality of our customer-facing applications, which includes the mobile apps for Dunkin’ and Baskin-Robbins and the websites for Dunkin’ and Baskin-Robbins.
Any time there’s a change or new enhancement made to the mobile apps or websites, it goes through me and my team. We do all of the testing and validation of the apps to make sure they’re working fine and as expected. We do the final testing before the changes or upgrades go live and go to the customers. I would consider us “gatekeepers” of the mobile apps and websites — everything must go through us before rolling out.
Q: Do you feel that your work impacts the digital transformation that our brands are currently undergoing?
Of course! With the current circumstances, our customers rely on and appreciate our mobile apps and websites now more than ever. It is important for me and my team to understand what our customers are looking for in our technology and to be able to help make sure our digital services are meeting the needs of the users, especially as their needs constantly evolve.
Q: What do you love most about your job?
I have a wonderful team. With everyone working from remotely right now, the first thing we do every morning is hold a virtual team meeting. In our team meetings, we check-in on each other and see how everyone is doing. I love that everyone is always willing to help each other out without having to be asked.
Even outside of my team, everyone at Dunkin’ Brands is extremely welcoming. It doesn’t feel like there’s any type of corporate hierarchy; you can approach anyone, and they greet you with a warm smile and kindness.
Q: If someone reaches out to you and says, “I’m thinking about applying to Dunkin’ Brands, why should I work there?” How would you respond?
I would say: “Go for it!” I have learned a lot at Dunkin Brands’ from the relationships I’ve built to the technology and work I’ve helped develop. Dunkin’ Brands is a great place to learn. We adapt to the changing technology and, in recent years, have moved a lot of the technological work in-house. If you want to learn and want to grow professionally, this is the place for you.
Also, the perks of early release Fridays year-round is great!