Sr. Principal Team Leader, Customer Support and Recovery

The Sr. Principal Team Leader of Customer Support and Recovery is responsible for leading contact center operations for the Customer Support and Recovery Team. The Senior Principal Team Leader leads a team comprised of Level 1 Agents, Escalated Support, and Executive Customer Relations. Core duties include developing and overseeing implementation of key strategies for Customer Support and Recovery and building a high-performance leadership team. Tactical emphasis is placed on delivering a consistently excellent Customer experience as measured by various service level objectives and quality metrics. The Sr. Principal will also lead specific responsibilities associated with the operational transition of customer support from fully outsourced to fully in-housed, following the strategic roadmap.

The ideal candidate will have proven operational experience, have experience with analyzing daily data to identify operational improvements, have excellent communication skills, and possess the ability to influence across multiple teams, departments, and levels of leadership.

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.

• Helps establish, implement, and communicate the strategic direction of Customer Support based on Customer Feedback, Analytics, and by working cross-functionally with various leaders
• Casts vision, enrolls support, and drives accountability to achieve key business metrics and objectives
• Presents periodic performance reports and metrics to senior leadership
• Liaises with key partners across the organization to develop productive working relationships and support the current and future needs of Customers and Restaurants
• Engages with Operators to strengthen relationships, build advocacy, and identify opportunities that will improve the Restaurant experience
• Assists with escalated issues as necessary
• Coaches and develops direct reports and expands their leadership capacity to effectively build future talent and the leadership pipeline
• Shares knowledge as necessary for any requirements, processes, and procedures with team to enhance execution while ensuring ample autonomy and coaching to continue growing the leaders for the department
• Ensures successful hiring and onboarding within Customer Support by communicating the company mission, values, core behaviors and priorities as well as modeling desired behavior for others to emulate.
• Embodies the culture and elevates team effectiveness
• Ensures all people practices of the team are fair, consistent, and create an environment of honor, dignity, and respect
• Maintains knowledge of emerging technologies and trends in operations management

• 7+ years of direct people leadership experience
• Bachelor's degree
• Operations within a customer service environment
• Vendor management
• Process improvement
• Leadership experience
• Excellent written and verbal communication skills
• Previous leadership experience
• Excellent understanding of operational metrics within a customer service desk or equivalent
• Fast learner
• Proven ability to inspire others, strategic thinking, and critical thinking.

• Master's Degree
• Coaching Certifications
• 5+ years of People Leader experience