Sr. Lead Advisor, Program Management

Overview

The Chick-fil-A Support Now team is hiring a Lead to oversee our Support Ambassador community within the Support Center Responsiveness Program.  This role needs an experienced professional with a strong background in large-scale project engagement, community building, change management execution, stakeholder engagement, communications, learning design, training facilitation, and process improvement.  This role will be responsible for stewarding the Support Ambassador program across the Support Center, working with department teams to advocate, champion and facilitate new technology and processes to help Staff support our Operators and Restaurant Team Members in daily operational needs.

 

This role will report to the Senior Principal Team Leader for Support Now’s Strategy and Transformation team.

 

The role will (1) work directly with Staff department teams across the Support Center to ensure they understand the importance of support through service level agreements (SLAs) and how to define/refine/maintain their specific SLAs; (2)learn each department’s specific business process and be able to understand the data analytics in order to speak into ways for each department to continuously improve; (3) coach each Staff department Ambassador in developing skills necessary to lead their department teams; (4) design and facilitate workshops to advance the skills and competencies of Staff department Ambassadors and Fulfillers; (5) advise department sub teams on how to capture and document knowledge centrally so it can be delivered across multiple channels for sustainable business success; (6) develop and measure OKRs/KPIs to ensure success of the Ambassador program.

 

Successful candidates for this role will have strong interpersonal skills and abilities including relationship-building, communication, and influence.  They must also have relevant experience in change strategy, product and program management, data analytics, and process mapping. They will need to be adaptable, fast learners, organized, a team player, and self-motivated.  This is a professional track role.

 

Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

Responsibilities

• Promote openness and willingness to explore business process improvements enabled by various technologies (ServiceNow and others).
• Assist with problem identification and resolution through effective change management.
• Create and deliver specific programming and/or workshops to enhance the Support Ambassador community.
• Encourage positive conversations.
• Connect people and ideas.
• Build a Support Ambassador community by leading applicable development sessions, providing individualized support, and being the subject matter expert around the general needs and uses of the platform.
• Liaise with departments sub teams and the Support Center Responsiveness project team to provide feedback.
• Develop and measure OKRs / KPIs.

Key Activities

• Help plan and execute change management communications.
• Receive and process feedback resulting from key messages.
• Lead informal discussions with representatives from department as necessary to support changes enabled by the use of technology.
• Analyze data and leverage focus groups to gauge the mood around the change, as well as identify blockers and/or enablers of change.
• Build a Support Ambassador partnership across departments to share best practices and learn, sharing insights and ideas for each department with the project team.
• Facilitate micro-learnings and share best practices.
• Document departmental system/process management.
• Serve as primary support point of contact for department sub teams.
• Report OKR / KPI metrics to all stakeholders.

Characteristics needed

• Well-respected within department and/or organization for contributions
• Passionate about efficiency and process improvement
• Strong interpersonal skills
• Effective communicator
• Influencer of opinion, motivates, and softens resistance to change
• Inquisitive and willing to dig into metrics and data
• Commitment to success of organization
• Flexible
• Adaptable
• Courageous to speak up

Minimum Qualifications

• Bachelor’s degree and 5+ years related experience within change management and/or organizational effectiveness within a complex organizational structure.
• Experience with large-scale project lifecycle management.
• Experience interacting and influencing senior leaders and varying levels of staff and leader