Lead Product Owner - Restaurant Support Platforms

Overview

The Sr. Product Lead within the Chick-fil-A HELP department is accountable for the strategy, direction, and overall user experience of one or more products.

The Sr. Product Lead is responsible for managing the suite of products that Chick-fil-A Corporate Support Center staff use to provide support to Operators and Team Members in Restaurants. The product suite includes a native (iOS and Android) mobile app, web portal, enterprise support tool, analytics and automation tools. The product lead will represent the Support Center Staff experience across these products, which are part of a multi-year strategy to streamline Chick-fil-A's support ecosystem. The products are used to deliver services and capabilities including case management, knowledge management, problem management, asset management, field service management, supply chain management, and crisis management. The goal is to make support radically convenient and remarkably human.

This role is responsible for:

• Defining and continuously improving the product roadmap to ensure broad adoption by intended user groups
• Coordinating qualitative and quantitative research and analytics, including benchmarking against industry metrics for product usability, adoption, and user satisfaction.
• Creating communication and change management plans related to Chick-fil-A's Restaurant support products.
• Partnering with multiple teams across the organization to set product vision, manage changes impacting the business, and continuously improve the user experience for current and future support needs.
• Serving as a product champion and advocate across Chick-fil-A, working with wide latitude for product decisions.
  Successful candidates for this role will have:
• Strong interpersonal skills and abilities including relationship building, communication, and influence.
• Relevant experience in strategy, user experience, product management, and organizational change management.
• The ability to be adaptable, a fast learner, organized, a team player, and self-motivated.

Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Represent users and business stakeholders in strategic product discussions.
• Identify and prioritize key value streams for the products.
• Define long-term product vision, intended purpose, audiences, and user experiences.
• Define and continuously evolve product roadmap, outlining how we will achieve the product vision.
• Plan and manage product growth and scalability including new regions, ventures, audiences, languages, etc.
• Work with Technical Product Owners and Business Analysts to align on system capabilities, product roadmaps, and development cycles
• Leverage available data (e.g., surveys, user journey data, article views) to assess and improve product usability, accessibility, findability, and adoption.
• Drive organizational change management efforts with users related to product adoption and usability.
• Establish change processes and stakeholder groups (e.g., Change Advisory Board, Steering Committee, Advisory Panels), including evaluation and prioritization of business outcomes.
• Coordinate communication and training activities for major product releases.
• Partner across the organization to identify opportunities to streamline user experiences across products.
• Conduct market visits and host Staff updates to bring awareness to product and collect user feedback.
• Establish and maintain content guidelines and visual standards.

Core Competencies

• Product Ownership, User Experience, & Product Strategy
• Business Insights & Analysis
• Change Management

Minimum Qualifications

• Bachelor's Degree in business, systems or equivalent
• 5+ years of Product Management experience, 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

Preferred Qualifications

• Master's Degree in business, systems, or similar
• 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

5

Travel Requirements

10%

Required Level of Education

Bachelor's degree or equivalent experience

Preferred Level of Education

Masters Degree

Major/Concentration

Systems or equivalent relevant experience