Sr. Technical Program Lead

Overview

The Sr. Technical Program Lead role will serve as a member of the DTT Operator Experience Team within the Experience and Delivery (DED) sub team within the Digital Transformation & Technology (DTT) department. This team is responsible for providing Technology Advising services and STC Brands technology services to chain-wide domestic Restaurants.

 

This role will lead DTT (Digital Transformation & Technology) feedback loops to improve Operator and Team Member technology experiences. In addition, this role will provide leadership to steward work outputs of a contingent team of talent to drive process creation, event planning, communications, and data to enable the team's technology services. This role will directly engage and impact Restaurant Operators and Teams by leading and facilitating Operator experiences at the Support Center. This role will have the opportunity to positively impact DTT Staff by leading and facilitating Restaurant Technology Acumen experiences.

 

The DTT Operator Panel is both a strategic and cherished partnership capability between Operators and DTT. This role will lead the planning, execution, and continual improvement of the partnership experience between Panel Operators and DTT. This work is both highly rewarding and highly visible across a variety of Operator and Staff audiences and requires a strategic mindset with high attention to detail and a significant amount of care to ensure successful execution.

 

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

• Lead DTT Operator Feedback Loop Program working with wide latitude across 600 DTT Staff and Chick-fil-A franchised
• Restaurants creating Operator input opportunities across a variety of technology platforms, systems, or services to influence a positive chain-wide technology experience.
• Create and maintain confluence self-service articles to provide easy access resources for DTT Staff
• Partner with DTT Staff to identify & execute Operator feedback mechanisms, facilitating focus groups, initiating surveys or Operator voice opportunities
• Drive objective inputs and insights to the work of DTT project teams to represent the realities of the Restaurant and ensure alignment to Restaurant needs
• Serve as an Operator voice stakeholder, representing perspective from the field in a variety of DTT Projects
• Lead the strategy, planning and execution of 2 DTT Operator Panel Meetings & various Operator Panel experiences throughout the year
• Responsible for the identification and onboarding of DTT Panel Operators
• Plan, execute and facilitate DTT offering of Atlanta Support Center Operator and Team Member experience
• Lead the creation and execution of DTT Restaurant Technology Acumen Hardware & Software Program.
• Manage the work outputs of contingent worker team driving process, data, and presentation outcomes across a variety of services on the DTT Operator Experience team
• Lead the process strategy across 5+ processes for DTT Operator Experience Team.
• Manage Operator facing Technology Advising In-Restaurant Engagement ServiceNow process
• Responsible to drive the creation and management of DTT Operator Experience Team data dashboards
• Spend time in Restaurants understanding the context of the use of technology and ever-changing Restaurant realities

Note - To successfully execute Operator and Team Member DTT Experiences, this role will be required to be on-site at the Chick-fil-A Atlanta Support Center on Mondays.

Minimum Qualifications

• Experience facilitating focus or feedback groups, training, or similar equivalent presentation experience
• Successful examples of project management experience
• Strong influence and communication abilities to interact and influence
• Effective oral and written communicator, able to work with internal & external business partners at all levels.

Preferred Qualifications

• Chick-fil-A or STC Brands Restaurant Experience
• Previous examples driving outcomes through contingent services, consultants, or direct reports
• ServiceNow Citizen Developer experience
• Tableau creation experience
• Experience leading the creation of dashboards
• Project Management CertificationServiceNow Certifications

Travel Requirements

20%

Required Level of Education

Bachelor's Degree

Major/Concentration

Related field of Technology, Business, or an equivalent specialty.