Sr. Technical Program Lead

Overview

The Sr. Technical Program Lead, Operations role serves on the DTT Technology Delivery & Service team which exists to deliver and support the right Restaurant technology hardware solutions and services to foster exceptional digital experiences. This role serves on the TDS Field team responsible for operations of technology hardware deployment and support to Restaurants with focus on a particular region in partnership with other regionalized teams in the organization. The work of the TDS team involves activities in support of three strategic anchors:

• Partner: utilizing various tactics to drive healthy partnerships internally as well as externally
• Provide: the right technology hardware at the right time to help Restaurants achieve their goals
• Preserve: the ability for Restaurants to leverage digital solutions now as well as for long-term sustainability into the future.

Ultimately, the work of this team will result in Restaurants being better able to serve guests by reducing technology related disruption, increasing capacity or sales through technology, delivering timely onsite technical support and providing scalable, effective and efficient technology hardware deployment services. Key contributions of this role are driving operational excellence, executing strong project management, partnering within the business and driving results through vendors. The role will require some travel to oversee our services and to stay current on the realities of our Restaurants. The Sr. Technical Program Lead, Operations role exists within the DTT Experience & Delivery team in the DTT department and serves Restaurants domestically as well as internationally.

 

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

Leadership

• As a part of the TDS field operations team, lead focus on all technology hardware related construction/reinvestment work, deployment projects (new projects and refreshes), and in-field support for a region that consists of at least 500 Restaurants and averages 5K+ Restaurant service touchpoints per year
• Lead the tactical efforts of technicians working through vendors to deploy and support technology hardware in Restaurants through In-Restaurant presence.
• Exhibit self-leadership, autonomy, and initiative to prevent problems, solve problems, and answer questions
• Lead project work by leveraging multiple MSPs and contractors
• Strengthen culture through alignment to business mission, values, core behaviors and priorities
• Model desired behavior for others to emulate and ensure commitment to same
• Serve as a strategic thought partner in the business to ensure we are able to scale and deliver services to best meet current demands as well as those of the future

Influence

• Scope of focus includes existing Restaurants as well as a rapidly growing number of new construction restaurants within a region as part of a chainwide growth of at least 150 new Restaurants per year and over 800 reinvestment projects per year
• Drive strong partnerships with other organizational regionally aligned groups to support the unique needs of Restaurants in assigned region
• Assist in the forecasting, budget and invoicing associated with multiple vendors and help steward $60M+ team budget
• Steward operational excellence across TDS field services for assigned region in collaboration with product owners
• Enhance and develop strong business relationships across the organization
• Maintain positive working relationships with staff and vendors
• Successfully manage conflict and contribute to positive relationships
• Contribute to Operator satisfaction with technology hardware services through direct interaction with Operators as well as those who impact the Operator experience
• Influence product owner decisions by providing expertise in technology hardware deployments, support, and project management and insight regarding Restaurant operations.

Results

• Establish consistency in operational practices while applying project management methodologies to effectively deploy technology hardware to Restaurants and ensure ongoing support of same
• Partner with Standards lead and product owners to ensure understanding of hardware and operational aspects of delivering and supporting same.
• Partner with SupportNow and Restaurant Development to deliver a seamless and integrated support experience for Restaurants
• Challenge and inspire peers, partners and vendors to achieve business results
• Contribute to healthy teamwork and processes
• Partner with Standards lead to achieve clarity of desired outcom