Sr. Product Lead, Chick-fil-A HELP

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Job description

Overview:
The Sr. Product Lead within the Chick-fil-A HELP department is accountable for the strategy, direction, and overall user experience of one or more products.

The Sr. Product Lead is responsible for managing the suite of products that Restaurant Operators and their Team Members use to request and receive support from Staff at the Support Center, including a native (iOS and Android) mobile app and a responsive web portal. These products are part of a multi-year strategy to streamline Chick-fil-A's support ecosystem, and they deliver services that are operationally impactful, with broad use cases that may pull from several different backend capabilities, such as case management, knowledge management, problem management, asset management, field service management, and crisis management.

This role is responsible for:

Defining and continuously improving the product roadmap to ensure broad adoption by intended user groups

Coordinating qualitative and quantitative research and analytics, including benchmarking against industry metrics for product usability, adoption, and user satisfaction.

Creating communication and change management plans related to Chick-fil-A's Restaurant support products.

Partnering with multiple teams across the organization to set product vision, manage changes impacting the business, and continuously improve the user experience for current and future support needs.

Serving as a product champion and advocate across Chick-fil-A, working with wide latitude for product decisions.

Successful candidates for this role will have:

Strong interpersonal skills and abilities including relationship building, communication, and influence.

Relevant experience in strategy, user experience, product management, and organizational change management.

The ability to be adaptable, a fast learner, organized, a team player, and self-motivated.

Responsibilities:
Represent users and business stakeholders in strategic product discussions.

Identify and prioritize key value streams for the products.

Define long-term product vision, intended purpose, audiences, and user experiences.

Define and continuously evolve product roadmap, outlining how we will achieve the product vision.

Plan and manage product growth and scalability including new regions, ventures, audiences, languages, etc.

Work with Technical Product Owners and Business Analysts to align on system capabilities, product roadmaps, and development cycles

Leverage available data (e.g., surveys, user journey data, article views) to assess and improve product usability, accessibility, findability, and adoption.

Drive organizational change management efforts with users related to product adoption and usability.

Establish change processes and stakeholder groups (e.g., Change Advisory Board, Steering Committee, Advisory Panels), including evaluation and prioritization of business outcomes.

Coordinate communication and training activities for major product releases.

Partner across the organization to identify opportunities to streamline user experiences across products.

Conduct market visits and host Staff updates to bring awareness to product and collect user feedback.

Establish and maintain content guidelines and visual standards.

Minimum Qualifications:
Bachelor's Degree in business, systems or equivalent

5+ years of Product Management experience, 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

Preferred Qualifications:
Master's Degree in business, systems, or similar

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:
5

Travel Requirements:
10%

Required Level of Education:
Bachelor's Degree

Preferred Level of Education:
Masters Degree