Overview
Chick-fil-A partners nationally with select Third-Party Delivery Service Providers (DSPs) to serve Customers who place a premium on convenience and desire access to our food when they cannot physically make it to our restaurants. The Third-Party Partnerships team is focused on building, operating, and growing strategic partnerships with DSPs in coordination with our franchised Restaurant Operators to provide our Customers Chick-fil-A food when and where they want it.
Chick-fil-A is seeking a process-minded individual who is passionate about building business via partnerships operations while working with DSPs for a rapidly scaling area of the business. This leader should be comfortable navigating ambiguity in an evolving marketplace.
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Experience in process improvement and an understanding of partnerships, operations, and data, the ideal candidate will bring an analytical mindset to identifying opportunities and solving complex problems. The role requires an ability to coordinate work across functions, especially when bridging the gap between Chick-fil-A and our DSPs. Success in the role will require a willingness to spend time in both spreadsheets and restaurants, with external partners, cross-functional partners, and our restaurant Operators. This role will lead important, cross-functional, projects aimed at helping Chick-fil-A differentiate on Customer experience and operational quality.
This role is part of the Customer Digital & Delivery team, and reports to the Marketing department.
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
- Partnership-facing role; serves as representative of Chick-fil-A and works closely with DSPs and internal stakeholders to steward strategic operational improvements for Chick-fil-A; responsible for monitoring operational health of DSPs
- Responsible for solving problems and designing solutions to build improved operational capabilities and capacity
- Gathers requirements, creates documentation, and communicates with functional partners for process improvement implementations
- Leads on-boarding process and support franchisees on timely activations; monitors and measures service levels and implements changes when necessary, including working with DSPs and guiding 3P contractor activities
- Develops and applies delivery operations expertise, including understanding of fulfillment, order life-cycle, marketing, and operations
- Creates and maintains Training content for Chick-fil-A Operators. Educates key audience groups (Field facing Consultants) via targeted "roadshow" presentations. Educates these audiences based on marketplace trends and latest best practices. Tailors content for specific audiences based on subject matter expertise and understanding of their role.
- Expert in 3P Customer research and Customer Experience Monitor (CEM) that are facilitated by internal stakeholders; shares results and findings with appropriate audiences to focus on areas of improvement and opportunity.
- Serves as 3P representative to other departmental teams and cross-functional project teams, as determined by business need. May serve in a leadership or co-leadership role on cross-functional project teams.
- Project management skills that include the ability to create short and long-term strategies, including elements needed to execute and measure against project goals.
- Facilitate winning decisions with data, facts, and thoughtful analysis, biased to Customer benefits but understanding of Operator perspective
- Leads technology and product road-map planning, synthesizes CFA priorities with technical capability and capacity of internal partners and DSP partners alike.
- Leads quality management of delivery radii and delivery times to lead a best-in-class Customer delivery experience; reviews ongoing Customer research and stewards alignment across Chick-fil-A, Inc. and DSPs to verify compliance and adherence to Chick-fil-A, Inc.'s food quality parameters.
- Manage the execution of 3P promotional launches and marketing operations by cultivating relationships with the Supply Chain, Brand Advertising, and Media (BAM) Team, and other internal stakeholders to successfully implement 3P marketing campaigns..
- Responsible for 3P Delivery international operations as Chick-fil-A, Inc. expands outside the domestic market; this includes onboarding, supporting franchisees' escalations, and quality parameters that follow the same principles as 3P Delivery's Domestic program
- Help identify key growth opportunities for the Chick-fil-A Delivery portfolio
Minimum Qualifications
- Bachelor's degree
- 5 years work experience
- Proficiency in MS Office products (Excel, Word, PowerPoint)
- Experience leading internal and external partnerships
Preferred Qualifications
- Educational background in Business, Economics, Supply Chain, Operations, or Engineering
- Experience with, and deep understanding of, restaurant operations
- Understanding of delivery operations and logistics
- Experience working for, or deep understanding of, Delivery Service Providers
- Working proficiency in Tableau or other data visualization tools
- Working proficiency with data manipulation in Excel or SQL
Minimum Years of Experience
5
Travel Requirements
25%
Required Level of Education
Bachelor's Degree