Technical Program Lead

The Restaurant Commerce Ecosystem is a suite of technology products designed to facilitate the sale, production, and fulfillment of Chick-fil-A offerings in a digitally driven, market ecosystem environment. Chick-fil-A is on a multi-year journey to modernize these technology products that are used by Operators and Team Members to serve millions of customers every day, at the Restaurant and away from the Restaurant.

Chick-fil-A aims to provide industry-leading technology products for use by our Team Members, products that leverage a combination of highly adaptable, scalable, and performant software and hardware. These products support many of Chick-fil-A's unique operations and service models which allow Team Members to ensure every Customer order is created, captured efficiently and accurately.

The Technical Program Lead serves as a strategic leader for this new system. In this role, you will work with multiple product teams to ensure their collective success in delivery of their products. You will help identify and remove impediments impacting their ability to deliver and will work to ensure delivery does not negatively impact Restaurant operations. You will need to excel as a Servant Leader. You will track, plan, and execute strategies related to cross-functional needs that exist within the Restaurant environment.

In this role, you will need to have a technical understanding of the technologies that make up the commerce ecosystem, as well as a broad knowledge of software implementation and rollout change management strategies. You will have direct impact on Chick-fil-A Restaurants and Customers as you help ensure a stable and scalable Restaurant Commerce Ecosystem.

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.

• Develop broad technical understanding of Chick-fil-A's Restaurant Commerce systems.
• Collaborate with the Experience Services product teams on the successful execution of tests and pilots from the hypothesis to MLP stages including defining goals, working with external study teams, communicating outcomes, and defining follow-on strategies.
• Lead, own, and ensure Experience Services production support issues are identified and resolved in a timely manner.
• Management and tracking of all cross team dependencies & commitments.
• Collaborate with broader program management capability by leading the tracking, management, testing and supportability of features and functionality required for product roadmaps and program milestones owned by Experience Services Product teams. Own tracking & management of milestones.
• Partner with front end experience delivery technical program lead to ensure delivery of features aligns with broader organizational needs
• Assist Experience Services product teams with new feature development to ensure timely product delivery.
• Lead change management and communication with Restaurants for CommercePoint launch.
• Build relationships with multiple stakeholders across the business within Digital Transformation & Technology (DTT), Service & Hospitality, Financial Services, and Customer Digital & Delivery.
• Partner with internal teams such as DTT Experience and Delivery, DTT Enablement, CFA Support Now, Service & Hospitality, and Production Design to develop overall launch plans, inclusive of change management, documentation, training, communication (both staff-facing and field-facing), install scheduling, support planning such as troubleshooting steps & escalation paths, etc.
• Consult with each product team to ensure meetings & ceremonies are minimized, but well run & efficient.

• Experience leading significant system or platform enhancements/implementations
• Experience in driving teams and management to decisions 
• Strong verbal and written communication skills
• Excellent personal and relational intelligence
• Demonstration of leadership and strong collaboration
• Ability to quickly learn and comprehend technical systems 
• Self-starter who completes responsibilities with minimal supervision
• Team player who is committed to both the team and the product
• Strong decision-making skills with the ability to collaborate and make decisions in the gray
• High level of initiative and creativity
• Methodical, investigative and inquisitive mind and attention to detail
• Sharp analytical and problem-solving skills
• Servant spirit with strong sense of stewardship

• Restaurant experience
• Experience managing software implementation or rollout
• Experience with UI / UX design