Sr. Principal Team Lead, Contact Center Strategy & Analytics

Overview

Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow. 

 

This role is responsible for shaping the future of Restaurant Support including the strategy for support channels, digital products, technology, data insights. This role not only shapes the strategy but also creates a roadmap of the future that fulfills our shared vision to be the world’s most caring company and the mission of our department to make support easy with care.  Prioritizing and growing the right support channels to serve our Operators and Team Members by leveraging data insights.  

 

This is a People Leadership role, leading the following department functions: channel and product strategy, product management, and analytics.  They will lead a team of product owners that will be responsible for creating the roadmaps for each product/process or channel required to optimize our support services in a complex and growing environment. They will also lead the analytics team and be responsible for the analytics roadmap. 

 

This role requires collaboration with peers and senior leaders across the organization to gather input for successful outcomes for Restaurant Support.  This role will create the vision for Restaurant Support and represent projects across the organization. 

 

They will also be responsible for evaluating new bodies of work or new support audiences and determining the proper support strategy.  Partnering with leadership to determine fit and stewardship of the support services needed for new ventures.

 

New technologies and industry trends and best practices will impact this work and requires this role to stay current for areas in which they have responsibility. Extensive latitude for action or decisions on outcomes for products and projects that are complex and cross-functional will be given to this leader. They will represent our support organization in external conversations and assist with or lead the selection of outside vendor partners.  

  Successful candidates for this role need to be great communicators at all levels of the organization and be able to translate the complex into easy-to-understand concepts for different audiences. They will need to be fast learners with a keen eye for detail, systems thinking, and process design. They must be team players who work steadfastly to create impactful change. Candidates should also possess strong influence skills and demonstrate the ability to lead others to successful outcomes.

Responsibilities

• Oversees the Strategy team and Analytics team, providing guidance on priority work and ensuring development and resourcing of both teams
• Lead and oversee the long term (2030+) strategic efforts and managing the strategic planning framework and process.
• Manages and leads product owners and project outcomes related to strategy for maximizing support in multiple areas: Digital Channel Strategy, Case Management and Technology Strategy, Voice Channel Strategy.
• Responsible for the outcomes of three different analytical areas of expertise: Natural Language Processing analytics in support of our Quality Assurance and Insights areas, overall analyses and strategic needs of the HELP program, overall analyses, and strategic needs of the Support Center Responsiveness (enterprise-wide) program.
• Evaluates new support opportunities from the enterprise such as new ventures or new audiences to determine the proper support strategy and roadmap such as International Support and Entity Support (Little Blue Menu, CFA Supply, Bay Center Foods, etc)
• Responsible for the adoption of the analytical solutions which include the development and implementation of communication plans with consideration of key business stakeholders and communicate/present findings in a storytelling manner.
• Benchmarks across the industry with peers in similar organizations and research groups to understand gaps and identify opportunities for improvement.
• Performs research and possesses in-depth knowledge of service management functions, technology, etc.
• Uses advanced problem-solving skills and an awareness of the organization's priorities to create and develop strategic direction in order to stay ahead of the future of service and support, specificall