Sr. Integration Lead, Service

Overview

The Service & Hospitality Team designs REMARKable service experiences that bring care to life. This team is responsible for helping to ensure that Chick-fil-A remains a customer service leader within the fast-food industry by meeting the changing demands of our business and the customers we serve. The Service & Hospitality team is one of the sub-teams of the Restaurant Experience group, which is a sub-department within the Marketing department.

The role of Sr. Integration Lead, Test & Launch is to refine, validate and scale REMARKable service experiences that bring care to life. To accomplish this, the role works across multiple departments within the corporate Support Center and directly with restaurant Operators to deliver high impact work that Chick-fil-A customers experience.

The role requires a highly motivated innovative professional to develop and integrate new experiences into our service processes, tools, and restaurant hospitality approach. This role operates in a culture of high support and high challenge to do the following:

+ Stewards the team purpose across all work

+ Leads change and navigates associated complexity

+ Drives aligned and effective decisions on initiatives

+ Ensures enterprise readiness of initiatives for launch

+ Guides projects through the methodology

+ Builds expertise in refine, validate and scale activities

+ Creates and tracks project plans and resources

+ Scouts and raises continuous improvement

Ultimately, this role will create alignment across integration and execution for the specific channels to help bring the intended experiences to life for Customers, Team Members and Operators. This includes leading projects, as well as, consulting to solutions with service implications for all restaurant locations and formats. The Sr. Integration Lead, Test & Launch will support Service & Hospitality and key partners teams to integrate solutions ensuring the customer experience remains a brand differentiator for Chick-fil-A

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

This specific role will lead Strategic Initiatives within the Test & Launch sub-team, which will require flexibility to lead work across various strategic initiatives as demanded by an evolving business and as directed by Service & Hospitality Leadership.

Today, the strategic initiatives to be focused on in this role include:

+ Delivery channels: Chick-fil-A Delivery and Third-Party Delivery integration.

+ Leading innovative initiatives in support of Chick-fil-A's multi-year Strategic Roadmap and Program.

Day-to-day, this role leads the integration of key innovations while managing the complexity of initiatives and sub-projects. This leader influences the go-to-market strategy & road-mapping. Specifically, the role implements vision for initiatives as they scale, develops projects in a collaborative way, and scales the work for positive impact across the enterprise. They are skilled at ensuring their assigned service experience stays relevant and meets the needs of customers, Operators and partners.

As a change visionary and consultant, they will focus on the leading multiple aspects of change including, but not limited to building relationships with business partners and Operators, influencing organizational standards, and establishing new business processes and technology. Identifying and resolving conflicting priorities across initiatives and departments is critical. As such, its important that this leader is attuned to enterprise strategy, current restaurant operations, and possesses an excellent working knowledge of retail and hospitality.

As a project leader, the role guides project teams to meet defined business objectives on time and on budget. Ultimately, this leader is expected to deliver results by implementing project & change management practices using the Service & Hospitality methodology. They will drive uptake, application, and acceleration of innovative solutions among our Field Staff and other corporate Support Center partners. To accomplish this, this role creates and implements change management strategies to maximize Operator and Team Member acceptance and usage. This person will work to drive greater collective mastery of new innovations by identifying the value created by new innovations, highlighting key performance indicators, metrics, and presenting results.

The ideal Sr. Integration Lead has a strong understanding of project management and some familiarity with the design thinking process. The position requires the ability to effectively manage teams and multiple assignments, as well as vendor partnerships. The model candidate is self-motivated, a strong communicator and able to work productively without close supervision, and yet excel at being a cross-functional team player and consensus builder.

This person should have a track record of delivering significant results on time and within budget. This strategic leader serves as the internal subject matter expert on the service experience and represents a strong partnership with Customer Audience Team strategy and goals.

Minimum Qualifications

+ Bachelor's degree in business, communications, industrial engineering, systems engineering, other engineering disciplines

+ 5-6 years of professional work experience

+ Proven track record of success in both professional and academic environments

+ Strong communication, presentation, and project management skills with attention to detail

+ Ability to work in a highly collaborative environment within a team approach

+ Experience in guiding projects, paired with sound analytical capabilities

+ Ability to build effective relationships and strategic alignment with key partners

Skills & Abilities:

+ Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and KPIs; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; evaluates results

+ Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answer

+ Communication Skills: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect

+ Customer Focus: Carries a customer-first mindset into the work; gets first-hand customer information and uses it for improvements in products and services

+ Drive for Results: Can be counted on to pursue excellence and valuing both results and relationships

Preferred Qualifications

+ 6 or more years of professional work experience

+ Project management experience

+ Experience in product and/or program design and delivery

+ Continuing education credits and/or professional certifications demonstrating a lifetime-learner

+ Change management or facilitation professional designation

Minimum Years of Experience

5

Travel Requirements

30%

Required Level of Education

Bachelor's Degree

Major/Concentration

Systems Engineering, other Engineering disciplines, Business or Communications

Requisition ID

Job FunctionMarketing

Position TypeExperienced Professionals

Posting Location : LocationUS-GA-Atlanta