Sr. Product Lead, Digital Order Fulfillment

Overview

The Digital Commerce team aims to create the Customer’s favorite way to order through a fast and frictionless digital commerce experience. 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 Senior Product Lead, Digital Order Fulfillment is responsible for the product roadmap and execution for moments of the Customer’s fulfillment experience, including things like order status updates and order production logic. This includes both the frontend Customer experience in digital products like the Chick-fil-A App and backend decisions like when to start making orders at the Restaurant.

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 – specifically, where digital product, physical operations, and data systems intersect. 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 identifying gaps, managing the backlog, prioritizing solutions, creating roadmaps, and working cross-functionally as a liaison to other digital product teams. 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 – directing enhancements for the Customer experience that have broad business implications – 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 between frontend Customer experiences, backend system underpinnings, and in-Restaurant technology.
• Product management – refining new feature requests, prioritizing solutions, managing roadmaps, and leading prioritization with software engineers and designers to bring digital Customer experiences to life.
• Cross-functional partnership and influence – partnering across the business to influence and direct 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 or the equivalent combination of education, training and experience from which comparable skills can be acquired
• 4 years of experience
• Proven self-starter with experience in digital product management, including working with technical teams
• Proven ability to understand technical and/or data underpinnings of systems, used to drive Customer experiences
• Proven ability to identify opportunities and influence direction

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Digital Product, Operations, or Engineering
• Working proficiency in Amplitude, Figma, Jira, and/or Confluence
• Experience working in Excel, Tableau, SQL, or similar preferred
• Agile Certifications – Certified Product Owner (CSPO) and/or Certified Scrum Master (CSM)

Minimum Years of Experience

Travel Requirements

Required Level of Education