Overview

Chick-fil-A is looking for a Senior Technical Program Lead to drive the Services and Support function for our restaurants across international divisions.

We are seeking an experienced and innovative Program Lead for Services and Support to develop and nurture the way we support restaurants through technology. You will be responsible for guiding and influencing the support model for technology related needs and lean on partners to ensure we extend our care and hospitality to operators, team members, and staff.

This role is vital for the success of our International Technology Ecosystem deployments, and the ongoing extensibility of our platforms as we thoughtfully grow internationally. In this role, you will plan for Services and Support model for our tech footprint - aligning across divisions, working with internal and external partners, and adapting the approach in various markets to support our international growth. You will collaborate closely with cross-functional teams to deliver exceptional service experiences and drive continuous improvement initiatives.

• Develop and implement strategic plans for services and support programs to meet the needs of international restaurant technology customers, including point of sale (POS) systems, digital ordering platforms, and payment solutions.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and track the effectiveness of support services and ensure Operator satisfaction.
• Collaborate with functional teams and product owners to ensure seamless integration of services and support offerings with product development and deployment processes.
• Manage operator and partner escalations and resolve complex issues with partners in a timely and efficient manner, maintaining a high level of professionalism and customer advocacy.
• Drive continuous improvement initiatives to streamline processes, optimize resources, and enhance the overall efficiency and effectiveness of services and support operations.
• Monitor industry trends and customer feedback to identify opportunities for innovation and differentiation in service offerings, ensuring alignment with market demands and customer expectations.
• Prepare and present regular reports and updates to senior management on key performance metrics, project status, and strategic initiatives.
• Collaborate closely with cross-functional teams including software engineers, designers, and stakeholders to define support specifications in an effort to ensure ongoing technology performance.
• Act as the primary point of contact for internal and external stakeholders related to services and support, providing regular updates on project status, and addressing feedback and concerns.
• Monitor key performance indicators (KPIs) to evaluate product performance and effectiveness, and implement iterative improvements as needed.
• Stay informed about industry regulations and compliance requirements related to restaurant technology and payment systems.

• Proven experience (5 years) in a services and support role in the technology industry, with a focus on restaurant technology; or in a role services or support strategies for in technology
• In-depth knowledge of digital technologies, restaurant operations, hospitality industry standards, point of sale systems, payments processing, self-service kiosks, and mobile application
• Strong analytical and problem-solving skills, with the ability to translate complex business requirements into actionable product features
• Excellent communication and collaboration skills, with the ability to effectively engage with stakeholders at all levels of the organization
• Proficiency in project management tools and software, such as Jira, Confluence, or similar platforms
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously
• Experience leading significant technical initiative and programs
• Knowledge and/or experience with development approaches and techniques
  Experience in driving teams and management to decisions
• Ability to understand business needs and translate them to techno-functional requirements that deliver desired outcomes
• Strong verbal and written communication skills
• Excellent personal and relational intelligence
• Demonstration of leadership and strong collaboration
• Strong decision-making skills with the ability to collaborate and make decisions in the gray
• Sharp analytical and problem-solving skills
• Ability to effectively manage vendors
• Servant spirit with strong sense of stewardship

• Strong knowledge of software development processes, methodologies, and tools.
• Product Management Certification, Agile/Scrum Certification