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Principal Program Lead, International Restaurant Experience

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Atlanta

AI generated summary

  • You need a Bachelor's in a technical field or business, 6+ years of experience, 4+ years in the restaurant industry, strong project management, communication skills, and cultural awareness.
  • You will liaise with international teams on restaurant experience changes, ensure adherence to standards, manage critical files, monitor IRE functions, engage with suppliers, and track KPIs.

Requirements

  • Bachelor’s degree in a technical discipline or Business Management or equivalent
  • 6+ years of relevant business experience
  • 4+ years of experience in restaurant industry, with working knowledge of culinary/food science, supply chain and/or hospitality industry disciplines
  • Experience developing and executing effective project plans (change management) with strong attention to details and process flows
  • Capacity to influence and lead cross-functionally without positional power
  • Strong communication skills to present to senior leadership and work effectively with internal & external international business partners
  • Ability to work under pressure, manage multiple projects, and shift priorities based on business demands
  • Commitment to maintain and guard confidential proprietary company information as appropriate
  • Ability to travel 25% of the time
  • Experience partnering with domestic and international business partners
  • Multi-cultural experience or strong passion to explore and understand cultures in selected international markets that are a focus for Chick-fil-A
  • Knowledge of Chick-fil-A’s food preparation procedures & quality standards, restaurant hospitality expectations, supplier quality standards and restaurant food safety practices
  • Strong awareness of Chick-fil-A’s U.S. business support structure with an in-depth knowledge of people resources associated with & processes that are related to Chick-fil-A’s international growth

Responsibilities

  • Serve as chief liaison with Chick-fil-A local teams outside North America on the roll out strategy of all approved changes related to the Restaurant Experience. Includes but is not limited to menu items, service design elements, packaging changes and new food preparation equipment/processes.
  • Responsible for the adaption, development and validation of all restaurant experience changes that are initiated from the Support Center (Atlanta)
  • Ensure restaurant experience changes initiated at the local level meet Chick-fil-A standards. Including collaboration/alignment with US based partners, as necessary
  • Responsible creating/maintaining/storing all IRE critical files related to international markets outside North America to ensure consistent and clear communication to internal business partners
  • Oversight for IRE functions that require ongoing monitoring and updating
  • Lead/direct work with US based suppliers (directly and/or consulting with Supply Chain and Culinary & Commercialization) on any issues concerning quality, specification compliance, reliability, warranty, invoice discrepancy, etc.
  • Develop and track IRE Key Performance Indicators (KPIs)

FAQs

What is the primary responsibility of the Principal Program Lead, International Restaurant Experience?

The primary responsibility is to help preserve and protect the Chick-fil-A brand while entering and operating in countries outside of the United States, focusing on areas such as menu, packaging, service & hospitality, and kitchen equipment.

What qualifications are required for this position?

A Bachelor's degree in a technical discipline or Business Management and at least 6 years of relevant business experience, including 4 years in the restaurant industry.

Is international travel required for this role?

Yes, the position requires the ability to travel up to 25% of the time.

What skills are necessary for this role?

Strong communication skills, the ability to influence and lead cross-functionally, experience in developing and executing project plans, and the ability to manage multiple projects under pressure are necessary.

What are some preferred qualifications for this position?

Preferred qualifications include experience partnering with domestic and international business partners, multi-cultural experience or passion for understanding different cultures, and knowledge of Chick-fil-A’s food preparation and hospitality standards.

How will the Program Lead interact with local teams outside North America?

The Program Lead will serve as the chief liaison with local teams on the rollout strategy of approved changes related to the Restaurant Experience.

Will the Program Lead be responsible for creating and maintaining files related to international markets?

Yes, the Program Lead will be responsible for creating, maintaining, and storing all critical files related to international markets outside North America to ensure clear communication.

What are Key Performance Indicators (KPIs) in this role?

The Program Lead will develop and track IRE Key Performance Indicators (KPIs) to measure the effectiveness of international restaurant experience initiatives.

How does the flexible work model impact this position?

The Flexible Future model allows for a healthy mix of working in person and virtually, fostering collaboration and community within the Chick-fil-A culture.

What is the significance of maintaining confidentiality in this role?

It is important for the Program Lead to commit to maintaining and guarding confidential proprietary company information as appropriate in order to protect the company's interests.

Travel & Leisure
Industry
1001-5000
Employees
1946
Founded Year

Mission & Purpose

Atlanta-based Chick-fil-A, Inc. is a family owned and privately held restaurant company founded in 1967 by S. Truett Cathy. Devoted to serving the local communities in which its franchised restaurants operate, and known for its original chicken sandwich, Chick-fil-A serves freshly prepared food in more than 2,500 restaurants in 47 states, Washington, D.C., and Canada. A leader in customer service satisfaction, Chick-fil-A was named top fast food restaurant in Newsweek’s 2019 America’s Best Customer Service report and received several honors in QSR’s 2019 Reader’s Choice Awards, including “The Most Respected Quick-Service Brand” and “Best Brand for Overall Experience”. Additionally, Glassdoor named Chick-fil-A one of the top 100 best places to work in 2020.