Principal Integration Lead, Omni-Channel Meal Assembly

Overview

The Service & Hospitality Team is focused on creating remarkable service experiences for every customer, in every Chick-fil-A Restaurant, every day. This team is responsible for ensuring that Chick-fil-A remains a customer service leader within the fast-food industry and that we meet the changing, complex demands of our business and the customers we serve. The Service & Hospitality team is one of several sub-teams of the Restaurant Experiencegroup, which is a sub-department of the Marketing department.

The Principal Integration Lead with the focus area of Meal Assembly will serve on the Integration Team and requires a motivated innovative professional with restaurant operations and transaction technology expertise and knowledge to design, develop, scale and integrate solutions for all Restaurant sales channels (also known as Omni-Channel Meal Assembly).

 

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.

Responsibilities

Day-to-day, this role will lead the validation and launch of multiple complex programs and associated projects across the Omni-Channel Meal Assembly platform, impacting the way every meal is delivered out of the kitchen and fulfilled to customers. There are other integration projects and functionally-assigned roles outside this scope that will be expected from time-to-time, depending upon the needs of the business. Key focus areas related toOmni-Channel Meal Assembly include tray assembly, bagging, KPS and service receipt settings, meal-pairing and staging and other associated tasks.

 

Key activities include:

• Leading change initiatives and navigating the complexity of introducing work with chainwide impact
• Driving aligned and effective decisions on programs and projects, and ensuring enterprise readiness forlaunch
• Guiding projects through the Service & Hospitality Innovation methodology
• Crafting launch strategies that optimize the positive impact of programs and projects on the customerexperience
• Creating project and business plans including scope, strategy, people, and budget needs for the validationand launch of new initiatives to Restaurants
• Providing project oversight from validate through launch phases of the innovation process
• Influencing and consulting effectively across teams and the organization to move complex work tocompletion in the meal assembly area
• Assisting with or leading the selection and management (including assistance with financial and/orbudgetary management) of outside partners and professionals to effectively deliver outcomes and results
• All of the above with a mindset of continuous improvement on projects and core processes

As a Principal Integration Lead, this role will be responsible for guiding the validation and launch strategy of new Meal Assembly processes for all sales channels. This leader is expected to advise the prototype development with a readiness perspective and receive proven prototypes from the Core Experience Design Team, in order to validate and launch to Restaurants. This role is expected to model excellent leadership skills and leverage the Chick-fil-A and Service & Hospitality innovation methodology.

 

The ideal Principal Integration Lead has a strong understanding of project management and familiarity with the design thinking process. The position requires the ability to effectively manage teams and multiple assignments, as well as vendor partnerships. The model candidate is self-motivated, a strong communicator, able to lead productively without close supervision, and excels at being a cross-functional consensus builder.

 

This person should have a track record of delivering significant results on time and within budget. This strategic leader serves as the internal subject matter expert on Meal Assembly for all Restaurant sales channels.

 

Key skills include: 

• Proven track record of success in both professional and academic environments
• Strong project leadership skills
• Strong communication and presentation skills
• Strong analytic capabilities
• Strong negotiation and consensus building skills
• Ability to build effective relationships with Chick-fil-A staff, Operators and vendors

Behaviors most critical to this job: 

• Strategic Vision: Effectively creates and delivers effective strategies to advance and strengthen our organization’s ability to field complex initiatives with speed and precision to Restaurants.
• Emotional Intelligence: Ability to listen, learn, empathize and act accordingly to ensure progress is made while also bringing others along with a sense of shared ownership.
• Plannin