Product Lead

Support Now, a critical part of Field Operations, is committed to providing effortless support to Chick-fil-A's Operators, Team Members, and Staff. By focusing on speed, accuracy, and exceptional experiences, we enable our team to find answers, resolve issues, and identify opportunities swiftly. From general business to IT and networking assistance, we are dedicated to continuous improvement and strategic foresight, shaping the future of support at Chick-fil-A.

As a Business Product Lead, you will be pivotal in ensuring smooth, seamless support to our Restaurant Operators, Team Members, and Customers. Supporting a diverse range of products—from mobile apps to enterprise support tools—you will contribute to Chick-fil-A's streamlined support ecosystem. Your role will concentrate on enhancing the Operator, Team Member, Customer, and Agent experience across support platforms, thus ensuring our support operations are not only efficient but also genuinely human-centered.

This role offers a unique opportunity to shape the future of support at Chick-fil-A. The ideal candidate will be a skilled communicator, adept at understanding stakeholder needs, managing support requests, and guiding products from conception to implementation. A passion for customer support and a collaborative spirit are essential for success in this role and making a real impact on the future of support at Chick-fil-A.

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.

Issue and Request Management

• Collaborate with business stakeholders to understand the problems and needs of the business.
• Review and evaluate potential enhancement requests.
• Communicate with effected teams and DTT throughout the process through resolution/implementation.

Communication and Stakeholder Management

• Speak with business stakeholders to collect feedback about releases.
• Monitor the Agent Advisory Panel Portal / Restaurant Support and CARES Dashboard.
• Assist in reviewing enhancements/incidents reported by Agent Advisory Panel.
• Assist in coordinating the Agent Advisory Panel agenda for incidents & requests.
• Assist in coordinating/monitoring Agent Advisory Panel testing of system updates and new functionality.
• Assist in Product related communication plans, as well as both project and change management activities.

Product Life Cycle Management

• Assist in the creation and prioritization of requirements in coordination with DTT partners.
• Assist in creating measurements of success for projects.
• Assist with tracking enhancements through the full product lifecycle.
• Provide basic testing of system updates and new functionality

Training and Documentation

• Provide basic product training and support to end-users/stakeholders as needed.
• Creation and maintenance of Product related documentation.

• Bachelor's degree in Business, Systems, or equivalent field of study
• 3+ years of experience
• Strong technical acumen and critical thinking
• Effective communication and interpersonal abilities
• Ability to work effectively in a team environment

• 5+ years of experience
• Customer Contact Center experience
• Strong technical acumen and critical thinking
• Effective communication and interpersonal abilities
• Ability to work effectively in a team environment