The Hospitality & Service Experience (HSE) Team purpose is to grow occasions to care by nourishing Customers with easy and enriching experiences that are unique to CFA. Hospitality and Service Experience is a differentiator for Chick-fil-A in a cluttered industry that is growing with direct and indirect competition, of which Chick-fil-A is experiencing some for the first time. Additional internal and external complexities present new challenges to current hospitality and service models – increase in sales channels, shifts in Team Member behavior norms/desires, increase complexity of team member role, competitor imitation, digital customer expectations and unknown customer of the future. The Hospitality & Service Experience team is a sub-team of the Restaurant Experience group, which is a sub-department of the Marketing department. This role reports to the Director of Service Enablement. The Hospitality & Service Experience teamwork spans across 3,100+ domestic Restaurants, including 20+ international Restaurants (2-4 countries), 500 Non-Traditional Restaurants (Licensee formats, food trucks, mobile kitchens) and additional sales channels such as Catering and new concepts (Little Blue Menu). All work requires partnership across the business including, but not limited to Digital Transformation & Technology, Restaurant Design, Customer Digital Experience, Field Operations, Learning and Development, Corporate Communications, Campus Hospitality and more. This leader is responsible for ensuring that Chick-fil-A remains a hospitality experience leader meeting the changing, complex demands of our business and 2.5 billion customers we serve annually.

The Principal Cross Channel Enablement Program Lead will play a critical role in Chick-fil-A’s ability to execute with excellence and deliver second mile service by leading Cross-Channel Enablement initiatives for HSE across all twelve (12) existing sales channels. All sales channels rely on cross-channel enablement processes to ensure meals are ready to fulfill for every sales channel, every Customer, on every occasion. This leader is responsible for careful analysis, systems, processes and Team Member simplification within the cross-channel zone of the Restaurant. Analyzing flow, equipment, systems, steps and data will simplify complexity and prepare for future growth; ensuring TMs can bag and stage more meals within existing Restaurant footprints as well as help design for reinvestments. Given the broad scope and critical nature of the work, the role will partner across the business to deliver critical improvements to Restaurants. Key partners include Digital Transformation & Technology, Restaurant Design, Customer Digital Experience, Field Operations, Learning & Development, Corporate Communications and more. This role collaborates with these partners to create strategic plans and direction for cross-channel enablement work and leads development, test and launch of key innovations that support strategic goals. They also partner with the Restaurant Development team to ensure Hospitality and Service models are implemented in new templates (i.e. formats and designs) as they change and adapt to the needs of the business.

This role requires a deep understanding of both back-of-house and front-of-house methods and systems to effectively understand and lead the design of solutions for Team Members in Restaurants. As a crucial part of the Service Enablement Team, this role will simplify cross-channel Team Member service design by enabling fast, accurate and personalized service with key innovations. Team Member roles in the Restaurant that work cross-channel rank as some of the most complex roles and are always in need of new solutions that help them better serve Customers. The results that these solutions are aiming for will increase Team Member engagement, overall improvement in OSAT and sustain brand health. Initiatives and solutions that this role leads will touch every meal served across all twelve (12) sales channels – from post-ordering to meal-fulfillment handoff. This work directly helps Chick-fil-A remain a QSR leader, aggressively pursuing our destination while maintaining our originality and brand health.

Success in the role requires a highly motivated, humble, confident, exceptional communicator with the ability to run complex, cross-functional projects, influence others, make decisions and represent recommendations across all levels of the organization. They must be able to lead work while owning their own business responsibilities with excellence, ensuring milestones and deliverables are met. This individual requires a high-level of self-direction and a proactive mindset that can provide innovative solutions. This leader has a thorough knowledge of multiple professional disciplines and can work across a wide latitude for decisions and actions with confidence and competence. Plans and directs projects and/or outcomes and provides technical leadership and consultation to co-workers with significant technical expertise and knowledge. Influences the strategic direction by providing input that may directly impact specific programs or areas of the business that may have broader impact across the organization. Possesses and applies more advanced knowledge in this area to the completion of projects and/or outcomes of major complexity. Success looking like analyzing, measuring performance of cross-channel analytics (ie. Order Accuracy) to ensure solutions are delivering on organizational/team goals to improve OSAT, ACE and contribute to Same-Store-Sales.

Responsibilities:

• Proven track record of success in both professional and academic environments
• Strong project management skills with critical attention to detail
• Strong communication and presentation skills
• Strong analytic capabilities
• Strong negotiation and consensus building skills
• Ability to build effective relationships with Chick-fil-A staff, Operators and vendors

• Emotional Intelligence: Ability to listen, learn, empathize and act accordingly to ensure progress is made while also bringing others along with a sense of shared ownership.
• Communication Skills: Ability to tailor message and influence decision-making across a variety of departments and levels. Consistently displays ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
• Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Tenacious: Proven ability to get results through mastering the operation. Acts assertively as an owner of the business with a sense of urgency.
• Prudent: Has experience with financial planning, revenue forecasting, cost optimizing and managing significant budgets
• People: Exhibits strong interpersonal skills that encourage team cooperation, promote enthusiasm and motivate relationship-building. Very well respected by peers, leaders, and Operators.
• Strategic: Relentlessly search for solutions, elements of strategy to tweak, and taste patterns in an audience –finding key learnings for the brand as a result. See the necessity and power of advertising to grow business. And adjust and adopt new practices as needed and quickly.
• Critical Thinking: Critical thinker with proactive problem-solving skills. Displays discernment in decision-making skills and proven track record of balancing what’s right for the Customer and the Chick-fil-A brand. Exhausts multiple options before narrowing to one conclusion.
• Versatile and Savvy: Enjoys the blend of being skilled at production, relationships, communication, and innovative thinking; an enthusiastic bridge builder across disciplines, groups and personalities. Consistently displays a range of both technical and creative skills. Proven organizational savviness and fluency, demonstrating strong enterprise thinking.
• Collaborator: Ability to bring diverse groups across internal and external teams together to work across multiple disciplines, and successfully lead those SMEs toward a common outcome with ease. Able to work independently or in a group, adapt to shifting priorities, and enjoy identifying and implementing new initiatives.
• Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answer.
• Excellence: Gives personal best every day; demonstrates positive attitude and confidence; sets high standards and meets self-expectations; pursues everything with energy, drive, and a need to finish; is committed to and works actively to growing and developing capabilities and capacity; seeks feedback on performance and acts upon feedback received; practices accountability
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Minimum Qualifications:

• Bachelor’s degree in Business, Engineering or similar technical discipline
• Minimum 6 years of professional experience in business industry
• Experience managing assignments and vendor partnerships
• Strong analytics, data analysis and communication skills
• Solid presentation, and project management skills with attention to detail
• Ability to work in a highly collaborative environment within a team approach to accomplishing objectives
• Strong negotiation and consensus building skills
• Ability to build effective relationships with Chick-fil-A staff, Operators and vendors

Preferred Qualifications:

• MEM, MBA, MS in Engineering (Industrial, Mechanical, Robotics & Automation)
• 8 to 10 years of professional experience in business industry
• Engineering experience (Industrial, Mechanical, Robotics & Automation)
• Project Manager Professional (PMP)
• Knowledge of process improvement methodologies (i.e., Lean Six Sigma or similar)
• Experience analyzing and optimizing workflows to improve efficiency and throughput
• Deep understanding of different sales channels (i.e., dine-in, drive-thru, delivery, etc.)
• Continuing education edits and/or professional certifications demonstrating a lifetime-learner
• Experience with Tableau, ThroughSpot, Customer Market & Insights library etc.
• Educational excellence, 3.0 GPA preferred
• Proficient in Spanish

Minimum Years of Experience: 6 Travel Requirements: 20% Required Level of Education: Bachelor’s Degree Preferred Level of Education: Master’s Degree Major/Concentration: Business, Engineering or similar technical discipline