Sr. Project 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 Project Lead, Digital Order Fulfillment is responsible for the Customer’s fulfillment experience as it intersects with different sales channels in both pickup and delivery.

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 and service process. 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, setting a vision, serving as a liaison between the Digital Commerce team and other areas of the business (mainly Service & Hospitality), and advocating for sales channel-specific enhancements across Customer Digital and Delivery workstreams. 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 and influence – identifies gaps and new opportunities within our sales channels, then navigates complex experience requirements to design the optimal Customer digital experiences for each, while considering operational impacts.
• Project identification and direction – continuously identifies and prioritizes new problems to solve and opportunities by looking at overall Customer experience, health, operations, and financial state of each sales channel, then leading direction independently. This often involves working in ambiguity.
• Cross-functional liaison – serves as the Digital Commerce liaison to sales channel-oriented teams, partnering across the business to influence direction with partners like Field Operations, Service & Hospitality, Restaurant Design, and others.
• Subject matter expertise – serves as the Customer Digital sales channel SME, working across Customer Digital product teams to influence direction where product needs intersect sales channel opportunities.
• Communication clarity – shares plans, benefits, and results well with a variety of stakeholders varying in technical altitude

Minimum Qualifications

• Bachelor's degree
• 5 years of work experience
• Proven self-starter with experience in digital product
• Experience with, and deep understanding of, restaurant (or system) operations.
• Proven ability to independently identify opportunities and influence direction.

Preferred Qualifications

• Bachelor's degree focused in Business, Marketing, Digital Product, Operations, Engineering, or Process Design 
• Working proficiency in Amplitude, Figma, Jira, and/ or Confluence
• Experience working with sales channels like Delivery or Curbside (in QSR or beyond)
• Ability to partner to understand technical direction and work with technical teams
• 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