#2025-18442
ce with analyzing daily data to identify operational improvements, have excellent communication skills, and possess the ability to influence across multiple teams, departments, and levels of leadership.
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
Helps establish, implement, and communicate the strategic direction of Customer Support based on Customer Feedback, Analytics, and by working cross-functionally with various leaders
Casts vision, enrolls support, and drives accountability to achieve key business metrics and objectives
Presents periodic performance reports and metrics to senior leadership
Liaises with key partners across the organization to develop productive working relationships and support the current and future needs of Customers and Restaurants
Engages with Operators to strengthen relationships, build advocacy, and identify opportunities that will improve the Restaurant experience
Assists with escalated issues as necessary
Coaches and develops direct reports and expands their leadership capacity to effectively build future talent and the leadership pipeline
Shares knowledge as necessary for any requirements, processes, and procedures with team to enhance execution while ensuring ample autonomy and coaching to continue growing the leaders for the department
Ensures successful hiring and onboarding within Customer Support by communicating the company mission, values, core behaviors and priorities as well as modeling desired behavior for others to emulate.
Embodies the culture and elevates team effectiveness
Ensures all people practices of the team are fair, consistent, and create an environment of honor, dignity, and respect
Maintains knowledge of emerging technologies and trends in operations management
Minimum Qualifications
7+ years of direct people leadership experience
Bachelor's degree
Operations within a customer service environment
Vendor management
Process improvement
Leadership experience
Excellent written and verbal communication skills
Previous leadership experience
Excellent understanding of operational metrics within a customer service desk or equivalent
Fast learner
Proven ability to inspire others, strategic thinking, and critical thinking.
Preferred Qualifications
Master's Degree
Coaching Certifications
5+ years of People Leader experience
Minimum Years of Experience
7
Travel Requirements
15%
Required Level of Education
Bachelor's Degree
Preferred Level of Education
Master's Degree