Project Specialist, Internal Communications and Culture

Support Now is an essential sub-department of Field Operations. This team leads the Restaurant (HELP) and Customer (CARES) Support programs. We provide immediate support to over 3,000+ Chick-fil-A restaurants through the Chick-fil-A HELP Program and support Customers directly through the Chick-fil-A CARES program. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

The Project Specialist, Culture and Communications, is a professional role within Support Now’s Experience & Special Projects Team. The Project Specialist will assist in executing projects and initiatives to help elevate and sustain a Championship Culture for our soon-to-be 300+ Staff. This position plays a crucial role in fostering a positive and productive company culture, supporting internal and external communications, managing special projects, and providing administrative and project support to leadership. This includes—but is not limited to—overseeing and facilitating Support Now experience tours for Operators, Staff, and Partners. It also involves helping with department-wide events and providing general support for internal communication.

Specifically, this role will provide support to our Communications Lead to execute and maintain the channels and processes that govern how we communicate to key stakeholders both internally and externally. Additionally, this role will collaborate with our Project Specialist to steward our team’s Culture Council and execute events. The Project Specialist, Culture and Communication will report to the Principal Team Leader, Experience & Special Projects, and assist with special projects as needed.

The ideal candidate will possess a balanced blend of IQ and EQ, being both personable and resourceful, while valuing both results and relationships. They should understand contact center operations and systems, be familiar with internal communications, and be passionate about fostering a positive culture. Effective time management skills, proficiency in copywriting and editing, the capacity to manage multiple projects simultaneously, and meticulous attention to detail are essential for success in this role.

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.

• Own process for office-wide experience tours for Operators, Staff, and external Partners to showcase the department's work and culture.
• Support the implementation of strategies and plans to consistently enhance the culture, communication, and overall experience for all departmental staff.
• Assist in providing writing and editing support for communication projects
  
  • Develop compelling narratives about Customer and Restaurant Support work that informs and inspires various audiences.
• Create content for emails, intranet articles, design projects, presentation decks, etc.
• Assist with ad-hoc communications as needed
  
  • Intranet Management: ability to update and maintain SharePoint pages.
  • Track communication metrics to spot trends, measure engagement, and report findings.
• Assists with major department-wide communications, including bi-annual town halls and the annual kick-off meeting.
• Assists with the execution of special projects assigned by the leadership team to ensure the top priorities and goals of the department's strategy are achieved.
• Research industry best practices, including participating in industry forums related to Employee Engagement, Culture, Diversity, Equity & Inclusion and talent experience.
• Possess knowledge of culture best practices and have a high-level of emotional intelligence.
• Provide administrative support to leadership, including calendar management, travel arrangements, and expense reports as needed.
• Schedule and coordinate team meetings, prepare agendas, maintain team project tracker, and ensure smooth execution and workflow.
• Share essential knowledge with the team to improve the Culture and Experience strategy execution.

• Bachelor's degree in Business Management, Communications, Journalism, Marketing, or other relevant fields.
• Minimum of 2 years work experience managing multiple projects related to communications, team/company culture or Diversity, Equity & Inclusion work.

• Proactive and resourceful in maximizing opportunities creatively
• Servant spirit with a strong sense of stewardship
• The capacity to effectively influence others to obtain the information required to prepare the contact center for support
• Ability to collaborate across all levels and departments to achieve common goals in a fast-paced environment
• Capable of managing multiple initiatives and prioritizing tasks to meet deadlines
• Experienced with MS Project, Smartsheet, Monday.com, or similar project tracking tools
• Experience with Microsoft Suite and Canva
• Expertise creating project plans with exceptional executional skills
• Strong interpersonal, written and oral communication skills
• Strong attention to detail
• Strong presentation skills
• Self-motivated, performs well under pressure, and has a high level of emotional intelligence
• Is a self-starter with a passion to serve
• Able to perform tasks autonomously when assigned.