Training Program Lead

Support Now is an essential sub-department of Field Operations. We provide support to Operators, Team Members and Customers by making it easy with care to get answers, solve problems, and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include customer support and recovery, general business support, IT and operations support, systems and application support, networking support, etc. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

In collaboration with Learning and Development, the Support Now training team equips and enables staff across the subdepartment with the skills and capabilities needed to support their audience.
There are 3 focus areas the Project Lead could be assigned:

1. Onboarding
2. Business Initiatives
3. Upskilling/Ongoing Training

The Project Lead is responsible for understanding skill gaps and future skill needs within the department to inform the necessary training to be curated, built, and delivered for all Support Now roles and levels. This role will also partner with the DTT Institute and other departmental-level training efforts across the business to minimize duplication and maximize stewardship. This could also include facilitating practical experiences, conducting focused assessments, and partnering with Learning & Development to design new programs as needed.

In addition to the above, about 50% of the role will also oversee and execute the following:

• Partner with Learning & Development to continuously improve the "nesting" and technical training programs.
• Execute nesting and technical training plans designed by Learning & Development.
• Supervise and coach new hires as they shadow peers and practice new roles during the "nesting" period.
• Coach and develop nesting coaches within operations
• Provide L&D with any process changes that occur for training updates
• Facilitate training needs as an SME

Must be willing to work a flexible schedule to support a 24x6 workforce. 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.

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.

• Collaborate with cross-functional business stakeholders such as DTT, Learning & Development (L&D), and Business Readiness to ensure Support Now staff are adequately prepared to support the needs of our varied audiences, ensuring effective knowledge transfer and readiness.
• Act as a key liaison between Support Now stakeholders and L&D to identify ongoing learning needs, design targeted solutions, and drive learning impact.
• Partner with the Business Readiness team to communicate the results and operational impact of new initiatives to frontline support teams.
• Collaborate with L&D to measure the success of training initiatives and assess program effectiveness through data and feedback.
• Contribute to the vision of the Support Now learning ecosystem by partnering with L&D to develop learning journey maps and strategic plans
• Represent SN training needs during project planning sessions and relay learning gaps and opportunities to L&D partners.
• Promote awareness of training opportunities to ensure maximum engagement and participation.
• Supervise and coach new hires during nesting, offering guidance and opportunities for hands-on learning through shadowing and role practice, ensuring a smooth transition into roles.
• Maintain and update a comprehensive skills inventory for Analysts, covering both technical and soft skills.
• Build and sustain strategic relationships with Agents, Team Leads, Workforce Management (WFM), and L&D to align training efforts with business needs.
• Lead technical training initiatives across Support Now roles, offering insights and continuous feedback to improve curriculum effectiveness.

• Bachelor's degree in Business Administration, Instructional Design, or other relevant concentration
• 3+ years in adult learning, technical training or related field of expertise.
• Demonstrated experience and ability to influence, collaborate, and obtain buy-in/alignment across multiple levels of an organization.
• Demonstrated ability to work in ambiguity, manage complexity, and prioritize work through cross functional teams, changing and compressed time lines.
• Possess industry knowledge and experience of learning strategy, audience-centric design, and program management.
• Demonstrate problem-solving, analytical thinking, and consulting skills.
• Excellent written and verbal communication skills.
• Strong project management and communication skills.
• Strong analytical and problem-solving skills for data-driven decision-making.

• Master's degree
• 6+ years in adult learning, technical training or related field of expertise.
• Familiarity with Contact Center operations.
• Certification in Project Management