Sr. Integration Lead, Service & Hospitality Test and Launch

Overview

The Service & Hospitality Team designs “REMARK”able service experiences that bring care to life.  This team is responsible for helping to ensure that Chick-fil-A remains a customer service leader within the fast-food industry by meeting the changing demands of our business and the customers we serve.  The Service & Hospitality team is one of the sub-teams of the Restaurant Experience group, which is a sub-department within the Marketing department.

The role of Senior Integration Lead, Test & Launch is to refine, validate and scale “REMARK”able service experiences that bring care to life.  To accomplish this, the role works across multiple departments within the Corporate Support Center and directly with restaurant Operators to deliver high impact work that Chick-fil-A customers experience.

 

The role requires a highly motivated innovative professional to develop and integrate new experiences into our service processes, tools, and restaurant hospitality approach. This role operates in a culture of high support and high challenge to do the following:

a) Steward the team purpose across all work

b) Leads change and navigates associated complexity

c) Drives aligned and effective decisions on initiatives

d) Ensures enterprise readiness of initiatives for launch

e) Guides projects through the methodology

f) Builds expertise in refine, validate and scale activities

g) Creates and tracks project plans and resources

h) Scouts and raises continuous improvement

Ultimately, this role will create alignment across integration and execution for the specific channels to help bring the intended experiences to life for Customers, Team Members and Operators. This includes leading projects, as well as, consulting to solutions with service implications for all restaurant locations and formats. The Sr. Integration Lead, Test & Launch will support Service & Hospitality and key partners teams to integrate solutions ensuring the customer experience remains a brand differentiator for 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

Responsibilities

Day-to-day, this role leads the integration of key innovations while managing the complexity of initiatives and sub-projects.  This leader influences the go-to-market strategy & road-mapping.  Specifically, the role implements vision for initiatives as they scale, develops projects in a collaborative way, and scales the work for positive impact across the enterprise.  They are skilled at ensuring their assigned service experience stays relevant and meets the needs of customers, Operators and partners. 

 

As a change visionary & consultant, they will focus on the leading multiple aspects of change including, but not limited to building relationships with business partners and Operators, influencing organizational standards, and establishing new business processes and technology.  Identifying and resolving conflicting priorities across initiatives and departments is critical. As such, it’s important that this leader is attuned to enterprise strategy, current restaurant operations, and possesses an excellent working knowledge of retail and hospitality. 

 

As a project leader, the role guides project teams to meet defined business objectives on time and on budget. Ultimately, this leader is expected to deliver results by implementing project & change management practices using the Service & Hospitality methodology.  They will drive uptake, application, and acceleration of innovative solutions among our Field Staff and other corporate Support Center partners.  To accomplish this, this role creates and implements change management strategies to maximize Operator, Team Member acceptance and usage. This person will work to drive greater collective mastery of new innovations by identifying the value created by new innovations, highlighting key performance indicators, metrics, and presenting results.

 

The ideal Integration Lead has a strong understanding of project management and some 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 and able to work productively without close supervision, and yet excel at being a cross-functional team player and 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 the service experience and represents a strong partnership with Customer Audience Team strategy and goals.

This specifi