Consultant - Customer Throughput

Overview

The Customer Throughput Consultant (CTC) offers specialty consulting services to restaurant Operators upon their request. Offering services virtually and in person, CTCs strive to enable Operators to identify their unique opportunities to grow sales, drive profits, and enhance the customer experience by increasing customer throughput and accuracy. These consultants focus on established and emerging business channels, including: Drive-Thru, Mobile Curbside, and 3rd Party Delivery. CTCs consult to Operators and Operator Groups; engage key stakeholders; and influence organizational strategy.

 

The Customer Throughput Consultant will report to the Director, Customer Throughput Consulting. This is a Non-People Leader 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. 

Responsibilities

Strategic Coach

• Establishes strong, trusted advisor relationship with Operators, including knowing how and when to influence and challenge appropriately
• Consults individual Operators and Operator Groups, employing the Assess, Engage, Follow-up methodology, with limited supervision
• Focuses consultations on helping Operators achieve their stated goals and objectives
• Stewards and shares leading practices as well as connects Operators to resources to resolve challenges and bottlenecks
• Engages restaurant leaders during consultations to support needs related to Chick-fil-A provided systems and analyses

 

Restaurant Operator Specialist

• Shares expert knowledge of drive-thru operations, curbside execution, and other design processes & principles with Operators to inform / enhance execution
• Simplifies Chick-fil-A systems and processes, leveraging technical knowledge, troubleshooting issues and challenges, and applying drive-thru, mobile, and 3rd party system insight
• Develops and deploys individualized throughput solutions for any restaurant
• Possess and hones restaurant operations expertise, with the ability to articulate how to drive profitable sales, pinpoint bottlenecks, and recommend the best ways to leverage labor
• Spots and encourages high performance behaviors associated with accelerated operational and business opportunities
• Understands and hones LEAN principles and functional knowledge to consult Operators on how employ LEAN strategies and tools

 

Support Center Influence

• Engages in interdepartmental project work of limited scope and complexity
• Proactively and reactively partners with other teams from across the organization to ensure other work that impacts these channels does so in a way that improves the Operators opportunity to maximize throughput

Minimum Qualifications

• Bachelor's degree
• 8+ years of relevant work experience
• Foundational business acumen
• Demonstrates excellence in consultative approach (effective questions, root cause analysis, reflective listening, preparation)
• Ability to build relationships and communicate effectively to positively influence
• Strong emotional intelligence
• Ability to balance multiple, sometimes conflicting stakeholder interests
• Ability to distill complex, disparate data into actionable insights
• Experience driving continuous improvement and motivating individuals to act
• Ability to anticipate and decipher channel trends to develop strategies and plans
• Fluency in consulting tools and resources as well as when to apply appropriate consulting method
• Experience facilitating groups to reach common goals

Preferred Qualifications

• 8 years of relevant business experience, with at least two (2) years of relevant experience in a consulting role
• Advanced degree in Business

Minimum Years of Experience

8

Travel Requirements

40%

Required Level of Education

Bachelor's Degree

Preferred Level of Education

Masters Degree

Major/Concentration

Business (preferred)