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.