Product Lead, Digital Order Fulfillment - Chick-fil-A, Inc.

Overview:

The Digital Commerce team aims to create the Customer’s favorite way to order through a fast and frictionless digital commerce experience. Underneath, the Order Fulfillment sub-team focuses on powering the experience from the time the Customer places a digital order until they receive it. The role of Project Lead, Digital Order Fulfillment is responsible for moments of a Customer’s fulfillment experience like order status updates, which applies across both Pickup and Delivery in our owned and non-owned channels.

Chick-fil-A is seeking a digital product and process-minded individual who is a self-starter in identifying problems and bringing a vision to life. The ideal candidate will have experience in digital product management - ideally where digital product meets physical operations. Because the fulfillment experience for the Customer is dependent and integrated with the operations of the Restaurant, it’s paramount for the individual in this role to balance the voice of the Operator and Team Member in crafting Customer digital experiences.

 

This will involve managing the backlog, creating roadmaps, working cross-functionally, and running in-field tests. The ability to build relationships, work collaboratively, and drive outcomes is critical.
 
This role is part of the Customer Digital & Delivery team, and reports under 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:

• Experience design
  • Maintains the roadmap and provides a key voice in building the Customer experience –this includes keeping a close pulse on industry trends, determining KPIs, and stewarding features through the innovation process from ideas, through iteration, to launch.
• Problem solving
  • Continuously identifying and prioritizing new problems to solve, then clearly defining them in business cases, while reviewing stakeholder input, Customer feedback, transaction data, and Restaurant realities. This often involves working in ambiguity.
• Product management
  • Refining new feature requests, prioritizing solutions, writing design requirements, partnering closely with software engineers and designers to bring digital Customer experiences to life, then testing solutions in-field with Restaurant Operators and Team Members.
• Cross-functional partnership and influence
  • Partnering across the business to influence the Customer digital experience by leading and participating in cross-functional initiatives that include Field Operations, Service & Hospitality, Customer Technology Solutions, and others.

Minimum Qualifications:

• Bachelor's degree
• 5+ years of work related experience
• Proven self-starter with experience in digital product management, including working with technical teams.
• Proven ability to build strong relationships with cross-functional partners.

Preferred Qualifications:

• Bachelor's degree in Business, Marketing, Digital Product, Operations, Engineering 
• Agile Certifications – Certified Product Owner (CSPO) and/or Certified Scrum Master (CSM)
• Working proficiency in Amplitude, Figma, Jira, and/or Confluence
• Experience with, and deep understanding of, restaurant (or system) operations.

Minimum Years of Experience:5Travel Requirements:20%Required Level of Education:Bachelor's DegreePreferred Level of Education:Bachelor's Degree