Sr. Program Lead, Customer Care Chick-fil-A HELP

Overview

The Sr. Program Lead, Customer Account Support role is responsible for leading, influencing, and ultimately managing the customer support of Chick-fil-A's customer digital applications. The work includes partnering with business leaders in identifying, developing and implementing policies, procedures, systems and structure for our new customer focused contact center. Additionally, this role will partner with the Sr. Program Lead in Marketing Customers Technology and Insights and together leverage contact center data to provide insights to business leaders. Once the initial structure is developed and implemented, this role will lead assigned contractors. This position will also support outsourced CARES team to effectively ensure our customers are supported.

Characteristics most critical to this job:

  • People and Project Leadership
  • Strategic Planning
  • Process Design and Improvement
  • Motivating Others
  • Problem Solving
  • Adaptability
  • Managing & Measuring Work
  • Decision-making
  • Strong communication skills - written and oral
  • Ability to remain calm and think clearly in fast paced, time sensitive scenarios
  • Ability to make sound decisions independent of leadership when needed
  • Knowledge of Chick-fil-A HELP policies, procedures and systems


Responsibilities

  • Primary Liaison between Chick-fil-A HELP Customer Care and Marketing Customer Technology and Insights
  • Define, monitor, and manage work flow processes and protocols for Customer Care Support Team
  • Partner with Marketing Customer Technology and Insights in defining service levels
  • In conjunction with Marketing Customer Technology and Insights, interview & approve candidates for customer account and technical support team
  • Partner with business leaders in identifying, developing and implementing policies, procedures, systems and structure for our new customer focused contact center
  • Liaison to Operators/Restaurants who have questions regarding customer's concerns/challenges related to digital application account support
  • Work directly with knowledge base specialist to ensure all responses/language specific to digital platforms remains current
  • Budget tracking


Minimum Qualifications

  • 3+ years of project management and/or people leadership and development experience
  • Previous or current experience worked at a contact center or in a customer service role
  • Experience overseeing large projects or large bodies of work
  • Technical experience or proven technical aptitude
  • Ability to work independently with minimal supervision
  • Strong analytical and problem-solving skills
  • Good interpersonal skills
  • Good written and oral communication skills, attention to detail and good documentation skills
  • Servant spirit with a strong sense of stewardship
  • Self-motivated, works well under pressure and able to multi-task
  • Willing to travel up to 5%


Preferred Qualifications

  • 5+ years of supervisory experience
  • Previous Chick-fil-A Restaurant experience
  • Bilingual


Minimum Years of Experience

3

Travel Requirements

10%

Required Level of Education

Bachelor's Degree


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