Business Product Owner

Now staff, Restaurants, and Customers. These products range from mobile apps and web portals to enterprise support tools, forming a vital part of Chick-fil-A's streamlined support ecosystem. This role focuses on enhancing staff experience across all support platforms, playing a critical part in ensuring our support operations are radically convenient and truly human-centered.

This role is critical to the success of our restaurants by working to improve processes and develop tools and resources for Operators and their teams. This includes managing projects related to technology and processes, leading the development and enhancement of support products, and ensuring seamless staff experiences across all platforms. The ideal candidate will have a blend of product development, project management, and change management skills, along with a strong focus on user experience and a passion for continuous improvement.

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

This role will require a dynamic individual who can seamlessly shift between product management, project management, and change management responsibilities. Key duties include:

Product Leadership:

• Defining and refining the product roadmap for support products.

• Conducting user research and analysis to understand needs and preferences.

• Managing product growth and scalability.

• Leveraging data to improve product usability and adoption.

Project Management:

• Planning, directing, and optimizing projects related to technology, resource allocation, and process improvement.

• Managing project timelines, budgets, and resources.

• Leading and collaborating with cross-functional teams.

• Developing key success metrics and outcomes for projects.

Business Product Owner:

• Representing both Restaurant staff, Support Center staff, and Customers in product discussions.

• Ensuring seamless staff experiences across all support platforms.

• Collaborating with technical teams on system capabilities and development.

• Establishing change processes and stakeholder groups.

Communication and Collaboration:

• Building relationships and communicating effectively with stakeholders at all levels.

• Leading and facilitating meetings to define and achieve project/product goals.

• Presenting project/product updates and findings to leadership.

• Developing and delivering training materials and communications for product releases.

Continuous Improvement:

• Staying abreast of industry best practices and emerging technologies.

• Identifying opportunities to streamline processes and enhance support experiences.

• Conducting market research and gathering user feedback.

• Establishing and maintaining content guidelines and visual standards.

Minimum Qualifications

• Bachelor's degree in Business, Systems, or equivalent field of study

• 4+ years in Production Management, 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

• Proven proficiency in project and/or program management (both agile and waterfall)

• Experience with relationship management across multiple stakeholders

• Project Management skills

• Scrum Master

Preferred Qualifications

• Master's degree

• Business, Systems, or similar

• 7+ years in Product Management

• 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

4

Travel Requirements

10%

Required Level of Education

Bachelor's Degree

Preferred Level of Education

Master's Degree

Major/Concentration

Business, Systems, or equivalent field ofstudy