Sr. Technical Program Lead, Customer Technology Solutions

Overview

The ControlPoint platform is the primary system used in restaurants to manage and configure the POS, KPS, digital ordering systems, and the new CommercePoint technologies actively being developed and scaled to restaurants. Given its scope and scale-spanning multiple frontend and backend components and impacting Restaurant, 3rd Party, and Consumer experiences-ControlPoint is supported by multiple product teams, each responsible for a part of the platform.

As the Senior Technical Program Lead (STPL), you will provide strategic leadership and program oversight across the ControlPoint ecosystem. You will be responsible for shaping and driving the vision, roadmap, and execution of key initiatives, ensuring alignment across multiple product teams, and enabling seamless restaurant and customer experiences. This role requires a balance of technical expertise, product leadership, and cross-functional influence to guide ControlPoint's evolution and ensure the platform's stability, scalability, and supportability.

The STPL will operate with significant autonomy and ambiguity, taking ownership of problems that span the entire ControlPoint ecosystem. Responsibilities will evolve based on the most pressing needs of the business, ranging from platform-wide initiatives, to deeply technical backend services, to front-end user experiences. This breadth requires a leader who can flex seamlessly between strategic vision and tactical execution, adapting to shifting priorities while maintaining alignment and clarity across product teams.

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.

• Strategic Ownership: Define and champion the long-term vision and strategy for the ControlPoint platform, aligning with overall business objectives and anticipating future needs. Influence decisions across multiple teams that result in a world-class restaurant commerce experience for Operators and Team Members.
• Roadmap Execution & Delivery: Steward, align and evangelize a comprehensive roadmap for the ControlPoint platform, prioritizing initiatives for the agile product teams based on business value and strategic alignment. Ensure timely and efficient delivery of projects within budget and scope, managing risks and dependencies proactively.
• Operator & Team Member Evangelism: Champion end-user needs, ensuring solutions are designed with Operators and Team Members at the center, spending time in restaurants to observe and interact directly with users, and advocating for improvements that enhance their daily restaurant experience. Enhance these experiences further through the use of tools such as Pendo for in-application guidance.
• Agile Execution: Execute core agile product management responsibilities, including overseeing backlog refinement, managing tickets and workflows in JIRA, tracking team velocity and sprint progress, and facilitating sprint planning and retrospectives. Proactively identify opportunities for innovation and improvement, driving continuous evolution of both the product and product delivery processes.
• Business Acumen: Develop a deep understanding of Chick-fil-A's commerce ecosystem and stakeholder needs. Translate business requirements into technical specifications and solutions, ensuring alignment with overall business goals and making implementation decisions that will solve the right problems for the business.
• Cross-Functional Leadership: Collaborate effectively with cross-functional teams, including engineering, fellow product teams, and business stakeholders. Act as a key influencer, fostering alignment on priorities and technical direction.
• Performance Monitoring & Optimization: Establish key performance indicators (KPIs) and partner with the product teams to implement robust monitoring mechanisms to track service performance and identify areas for improvement. Drive optimization strategies to ensure a highly reliable and performant commerce ecosystem for Operators, Team Members, and Customers. Regularly communicate performance metrics and insights to stakeholders, and review internally with your immediate product teams.
• Team Leadership & Mentorship: Foster a culture of collaboration, innovation, and continuous learning within the team. Establish a strong and healthy partnership with immediate team members, including product owners, system analysts, engineering leads and contract partners to maintain a well-balanced team performing optimally. Mentor and guide junior team members, providing technical guidance and leadership while also promoting best practices and knowledge sharing.

• 4 years of relevant work experience
• Bachelor's degree or equivalent experience
• Maintain passion for building products and fostering a culture of innovation.
• Motivate and inspire product teams to achieve ambitious goals.
• Create a shared vision and sense of purpose within the team.
• Influence and build consensus across different functions.
• Apply communication and interpersonal skills to collaborate with diverse teams and partners.
• Present and communicate professionally with business partners, dependent teams, and CTS program.
• Effectively communicate and build rapport with leadership to achieve product and program goals together.
• Manage multiple project objectives and priorities simultaneously.
• Understand and contribute to technical discussions with engineers.
• Identify and analyze complex technical problems.
• Assess product performance and identify areas for improvement.
• Recognize and celebrate team accomplishments.
• Provide constructive feedback and supporting team growth.