This interview is brought to you by OwlOps.
What are some of the challenges multi-unit operators face when it comes to maintenance and task management?
Doug Rixmann, founder of OwlOps: I started OwlOps back in 2009. My brother, who is also a cofounder, operated four Tim Hortons at the time (today he operates six stores). Back then, all of his managers and maintenance staff were performing the way that he wanted them to. But every week, something was still just dropping off.
Every solution we looked at was too complex or expensive. We needed something that kept communication simple but built in accountability—the same challenge many multi-unit operators still face today.
What we see over and over—not just in maintenance but across operations—is that communication happens everywhere: texts, emails, Slack, even notes on a whiteboard or napkin. The problem isn’t communication itself—it’s that there’s no shared visibility or accountability once a message is sent. As your c-store grows from one to a few locations, small communication gaps start to show. By the time you reach 10, 20 or 50 stores, those gaps affect brand consistency, guest experience and even spending decisions like when to repair versus replace equipment.
After we created the OwlOps program, other Tim Hortons operators asked to use the platform and it grew.
Over the next couple of years, how do you see operations in c-stores evolving?
AI will clearly influence every area of operations, from automating routine tasks to spotting inefficiencies across multiple locations. The technology is evolving fast but the goal remains the same: to help teams focus less on chasing problems and more on serving customers.
What is clear is that retailers need to automate mundane tasks as much as possible, especially as minimum wage continues to rise. Incorporating AI and automating various tasks will free employees to work on more important tasks—like engaging with customers.
Continue reading “The Missing Step in Communication: Accountability” in the December 2025 issue of NACS Magazine.