Overview
Department Overview:
Support Now is an essential sub-department of Field Operations. We provide support to users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.
Job Overview:
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The Sr. Product Lead Owner is a key player in providing seamless support to our Restaurant Operators and Team Members and Customers, managing the suite of products used by Support Now staff, Restaurants, and Customers. These products range from mobile apps and web portals to enterprise support tools, forming a vital part of Chick-fil-A's streamlined support ecosystem. This role focuses on enhancing staff experience across all support platforms, playing a critical part in ensuring our support operations are radically convenient and truly human-centered.
This role is critical to the success of our restaurants by working to improve processes and develop tools and resources for Operators and their teams. This includes managing projects related to technology and processes, leading the development and enhancement of support products, and ensuring seamless staff experiences across all platforms. The ideal candidate will have a blend of product development, project management, and change management skills, along with a strong focus on user experience and a passion for continuous improvement.
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
This role will require a dynamic individual who can seamlessly shift between product management, project management, and change management responsibilities. Key duties include:
Product Leadership:
- Defining and refining the product roadmap for support products.
- Conducting user research and analysis to understand needs and preferences.
- Managing product growth and scalability.
- Leveraging data to improve product usability and adoption.
Project Management:
- Planning, directing, and optimizing projects related to technology, resource allocation, and process improvement.
- Managing project timelines, budgets, and resources.
- Leading and collaborating with cross-functional teams.
- Developing key success metrics and outcomes for projects.
Business Product Owner:
- Representing both Restaurant staff, Support Center staff, and Customers in product discussions.
- Ensuring seamless staff experiences across all support platforms.
- Collaborating with technical teams on system capabilities and development.
- Establishing change processes and stakeholder groups.
Communication and Collaboration:
- Building relationships and communicating effectively with stakeholders at all levels.
- Leading and facilitating meetings to define and achieve project/product goals.
- Presenting project/product updates and findings to leadership.
- Developing and delivering training materials and communications for product releases.
Continuous Improvement:
- Staying abreast of industry best practices and emerging technologies.
- Identifying opportunities to streamline processes and enhance support experiences.
- Conducting market research and gathering user feedback.
- Establishing and maintaining content guidelines and visual standards.
Minimum Qualifications
- Bachelor's degree in Business, Systems, or equivalent field of study
- 4+ years in Production Management, overseeing digital platform or mobile application
- Proven ability to influence cross-functional teams without formal authority
- Understanding of Agile project management methodology
- Relevant experience with Process Improvement & Problem Solving
- Relevant experience with Data Collection & Analytics
- Proven proficiency in project and/or program management (both agile and waterfall)
- Experience with relationship management across multiple stakeholders
- Project Management skills
- Scrum Master
Preferred Qualifications
- Master's degree
- Business, Systems, or similar
- 7+ years in Product Management
- Customer Service industry background
- Experience with ServiceNow Product
- Organizational Change Management experience
- Consulting and/or start-up experience
- Knowledge Centered Services (KCS) experience
Minimum Years of Experience
4
Travel Requirements
10%
Required Level of Education
Bachelor's Degree
Preferred Level of Education
Master's Degree
Major/Concentration
Business, Systems, or equivalent field ofstudy