Project Lead, Customer Support, Continuous Improvement

Requisition ID 2022-12386
Job Function
Help Desk
Position Type
Experienced Professionals
Posting Location : Location


The Process Improvement Project Lead is a professional role and part of the Customer Support, Continuous Improvement team. This lead role will assist in designing and implementing new processes for improving our customer support program and its business partners, which include IT, Marketing, New Initiatives across the organization that will impact customers and our own internal teams. This professional role requires a comprehensive knowledge in Lean, Kaizen, Six Sigma, and other business process improvement methodologies. Furthermore, the role requires a solid ability in new process design and redesign as well as statistical analysis.


The Project Lead works with Support Now teams and its business partners to identify pain points using qualitative and quantitative methods. Then, using the appropriate process improvement methodology, the Project Lead will lead, train, and/or assist in the project by giving them a holistic approach to measuring, improving, and documenting processes. The Project Lead must have excellent communications skills and the ability to quickly influence and move forward the creation of processes and projects that have been identified for continuous improvement. With these skills, the Project Lead will use a consultative approach with strong business acumen to complete these projects, which can be intra- or inter-departmental.


Projects taken on by the Project Lead are expected to yield significant results in increased productivity and quality. Also, it should result in improved customer support and increased skills and effectiveness across the team, function or enterprise.


CFA Help Overview

Customer Support is an essential sub-department of Support Now within Field Operations. We provide support to our end customers and quick-service restaurants by making it easy for our customers to get answers, solve problems and identify opportunities. We measure success by the experience, speed, and accuracy we deliver with each interaction. The services we offer include general support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees and Customers. We also focus on continuous improvement, strategy, and insights to make things better for today and where Chick-fil-A is headed tomorrow.


If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you.


Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.


  • Define and implement new business processes that will allow the customer support program to thrive and achieve its goals.
  • Define and execute the implementation of the process improvement program within customer support and its business partners.
  • Gather process performance and customer feedback using qualitative and quantitative methods.
  • Work with department leaders to identify high impact projects including inter-departmental projects.
  • Identify and use the right process improvement methodology and tools for any given project.
  • Coach staff on or directly lead the process improvement methodology for the project.
  • Develop and gain approval on project charters with a clear business case, scope, and project plan.
  • Gather baseline data for existing processes.
  • Use root cause analysis and statistical analysis tools to identify the root causes.
  • Work with teams to find the appropriate solutions.
  • Assist project teams with developing training on the new solutions.
  • Gather post-implementation data to measure the improvements
  • Document processes, procedures, and response plans.
  • Present results to business leaders
  • Capture the results to be shared with future project groups.
  • Create training materials on tools and methodologies as required.
  • Conduct training on tools and methodologies on an as needed basis to key departmental or cross functional partners.

Minimum Qualifications

  • Bachelor's Degree
  • 3-5 years work experience leading process improvement projects, Coaching Green Belt projects
  • Lean Six Sigma Black Belt, BPI certification, or Ph.D 
  • Knowledge: Topics and information that are applied directly to the performance of work such as:
    • Generally accepted servant leadership principles
    • Knowledge and understanding of Chick-fil-A’s corporate Core Four Principles and Corporate Purpose
    • Proficient with Word, Excel, PowerPoint
  • Skills: technical or manual proficiencies that are learned through job training such as:
    • Analytical skills and problem-solving
    • Lean Six Sigma / DMAIC
    • Accountability
    • Adaptability
    • Outstanding verbal and written communication skills
    • Attention to details and good documentation skills
    • Good interpersonal skills
    • Experience with BPI/BPR
  • Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
    • Ability to use good reasoning to interprets data;
    • Building strong relationships and motivating others
    • Self-motivator, works well under pressure and able to multi-task
    • Decision-making
    • Ability to manage workload

Preferred Qualifications

  • Master's Degree
  • 5-7 years work experience developing and/or teaching quality curriculum
  • Lean Six Sigma Master Black Belt certification

Minimum Years of Experience


Travel Requirements


Required Level of Education

Bachelor's Degree

Preferred Level of Education

Masters Degree

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