Continuous Improvement Project Lead

Imagine a role where your Lean Six Sigma expertise directly impacts the success of Chick-fil-A Operators, empowering them to deliver exceptional experiences to guests every day. As the Continuous Improvement Project Lead at Support Now, you'll not only drive process improvements but also champion the Chick-fil-A culture and foster a team environment dedicated to continuous learning and growth. If you are passionate about people, process, and purpose, this is the perfect opportunity for you.

The Continuous Improvement (CI) Project Lead is a pivotal role within the Support Now Continuous Improvement team. This professional will focus on driving improvement across Support Now, leveraging Lean Six Sigma tools – including Kaizen Event methodology and the DMAIC process – to identify and solve problems effectively, resulting in improved Operator satisfaction (CSAT) and service levels. This role requires a strong understanding of data, interpersonal skills, and the ability to teach and coach team members at all organizational levels. The CI Project Lead must demonstrate strong teaching and presentation skills and know the right tools to use for various situations. As champions of the Chick-fil-A culture, the CI Project Lead will embody the corporate values and live out the department team traits.

About Our Team:
The Continuous Improvement team at Support Now is dedicated to empowering our staff and teams to achieve operational excellence. Support Now serves as the support desk for restaurants and customers, providing essential assistance to ensure smooth operations and exceptional customer experiences. We celebrate successes and foster a culture of continuous improvement, providing a range of services designed to help teams streamline processes and enhance customer experiences.

Our practical, hands-on training programs equip individuals and teams with the skills and methodologies they need to identify improvement opportunities, analyze root causes, and implement effective solutions. We partner with teams to lead process improvement projects, utilizing the most effective Lean Six Sigma tools to solve complex problems and achieve measurable results. We also conduct comprehensive process reviews, identifying key areas for improvement and providing actionable recommendations to managers. Our goal is to create measurable and sustainable improvements that benefit both our internal teams and our customers.

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.

• Identify Pain Points: Use qualitative and quantitative methods to identify pain points and areas for improvement. Work with department leaders to identify high-impact projects, including inter-departmental projects.
• Select Appropriate Methodologies: Identify and use the appropriate process improvement methodology and tools for any given project.
• Lead and Coach Projects: Lead, train, and coach staff on process improvement projects, ensuring a holistic approach to measuring, improving, and documenting processes.
• Develop Project Charters: Develop and gain approval on project charters with a clear business case, scope, and project plan.
• Data Analysis: Gather baseline data for existing processes, leverage statistical analysis tools to identify root causes, and measure improvements post-implementation.
• Root Cause Analysis: Use quantitative and qualitative tools to identify root causes.
• Solution Identification and Implementation: Work with teams to find appropriate solutions and assist in implementing the new solutions.
• Documentation and Presentation: Document processes, procedures, and response plans, and present results to business leaders.
• Training and Mentoring: Assist in creating training materials on tools and methodologies, conduct training sessions, and mentor colleagues interested in process improvement.
• Other project work and tasks as assigned.

• Completion of 2 process improvement projects (Kaizen or DMAIC)
• Lean Six Sigma Black Belt
• Strong interpersonal skills
• Strong written and verbal communication skills
• Strong technical and data analytics acumen

• 5 or more years of experience
• Developing and/or teaching quality curriculum
• Lean Six Sigma Master Black Belt certification