Chick-fil-A is looking for a Senior Technical Program Lead to drive the Services and Support function for our restaurants across international divisions.
We are seeking an experienced and innovative Program Lead for Services and Support to develop and nurture the way we support restaurants through technology. You will be responsible for guiding and influencing the support model for technology related needs and lean on partners to ensure we extend our care and hospitality to operators, team members, and staff.
This role is vital for the success of our International Technology Ecosystem deployments, and the ongoing extensibility of our platforms as we thoughtfully grow internationally. In this role, you will plan for Services and Support model for our tech footprint - aligning across divisions, working with internal and external partners, and adapting the approach in various markets to support our international growth. You will collaborate closely with cross-functional teams to deliver exceptional service experiences and drive continuous improvement initiatives.
The position is based in Atlanta, GA.
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities Develop and implement strategic plans for services and support programs to meet the needs of international restaurant technology customers, including point of sale (POS) systems, digital ordering platforms, and payment solutions.Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and track the effectiveness of support services and ensure Operator satisfaction.Collaborate with functional teams and product owners to ensure seamless integration of services and support offerings with product development and deployment processes.Manage operator and partner escalations and resolve complex issues with partners in a timely and efficient manner, maintaining a high level of professionalism and customer advocacy.Drive continuous improvement initiatives to streamline processes, optimize resources, and enhance the overall efficiency and effectiveness of services and support operations.Monitor industry trends and customer feedback to identify opportunities for innovation and differentiation in service offerings, ensuring alignment with market demands and customer expectations.Prepare and present regular reports and updates to senior management on key performance metrics, project status, and strategic initiatives.Collaborate closely with cross-functional teams including software engineers, designers, and stakeholders to define support specifications in an effort to ensure ongoing technology performance.Act as the primary point of contact for internal and external stakeholders related to services and support, providing regular updates on project status, and addressing feedback and concerns.Monitor key performance indicators (KPIs) to evaluate product performance and effectiveness, and implement iterative improvements as needed.Stay informed about industry regulations and compliance requirements related to restaurant technology and payment systems.Minimum Qualifications Proven experience (5 years) in a services and support role in the technology industry, with a focus on restaurant technology; or in a role services or support strategies for in technologyIn-depth knowledge of digital technologies, restaurant operations, hospitality industry standards, point of sale systems, payments processing, self-service kiosks, and mobile applicationStrong analytical and problem-solving skills, with the ability to translate complex business requirements into actionable product featuresExcellent communication and collaboration skills, with the ability to effectively engage with stakeholders at all levels of the organizationProficiency in project management tools and software, such as Jira, Confluence, or similar platformsAbility to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneouslyExperience leading significant technical initiative and programsKnowledge and/or experience with development approaches and techniques
Experience in driving teams and management to decisions Ability to understand business needs and translate them to techno-functional requirements that deliver desired outcomesStrong verbal and written communication skills Excellent personal and relational intelligence Demonstration of leadership and strong collaborationStrong decision-making skills with the ability to collaborate and make decisions in the graySharp analytical and problem-solving skillsAbility to effectively manage vendorsServant spirit with strong sense of stewardship Preferred Qualifications Strong knowledge of software development processes, methodologies, and tools.Product Management Certification, Agile/Scrum Certification Minimum Years of Experience 5 Travel Requirements 20% Required Level of Education Bachelor's degree or equivalent experience Preferred Level of Education Bachelor's Degree Major/Concentration Technical Field of Study Submit Resume ApplyApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Interested in this opportunity?
Chick-fil-A, Inc. is an equal opportunity employer that values diversity and inclusion. We make employment decisions on the basis of qualifications, merit and business need. Application FAQs