Overview

The Sr. Project Specialist is a professional role and part of the Chick-fil-A Customer Support & Recovery team. This position manages the change initiative process and works with teams across the organization to ensure the Customer Support team is prepared to support Customers for all initiatives. This role not only works with Business Partners to identify, prepare for, monitor, and continuously improve business initiatives/changes, but also provides them with the tools and insights needed before, during, and after initiatives launch to minimize the impact of changes on Customers and Operators. This person will be need to maximize technology, be strong relationship builders, and be able to influence at all levels. 

Another core function of the role is to triage, diagnosis, and coordinate the resolution of major trends and issues. This includes identifying immediate work arounds, identifying the problem and root cause, and solving problems with business partners. The position also includes acting as senior escalation point for Agent I and Agent II Customer Support teams as well as maintaining the health of knowledge for related platforms and business areas.

The ideal candidate will have a heart for helping others, possess an equal measure of IQ and EQ, and will not only be bright and resourceful but also value results and relationships. The preferred candidate will have a good knowledge of contact center operations and/or Restaurant operations.

Responsibilities

• Manage and improve the initiative/change management process
• Provide consultation to business initiative owners
• Create, document and manage processes to identify all initiatives where Customer Support & Recovery will need to be involved in order to support Customers
• Collaborate with Business Partners to ensure team has all the necessary information to support Restaurants in a proactive way
• Identify collisions of schedules or resources and proactively provide recommendations to stakeholders or Customer Support leadership in order to avoid those collisions
• Execute initiative management duties including the following:
  • Organize project meetings and determine support requirements
  • Schedule coordination of work across functional areas of the organization to ensure Brand and Restaurant related initiatives are well managed
  • Establish roles and responsibilities for initiative management, including identifying, preparing for, monitoring, and continuously improving as part of the lifecycle of a change initiative
• Effectively and accurately communicate relevant project information to stakeholders
• Identify and communicate risks as necessary
• Discover problems proactively through reporting and analysis
• Advocate on behalf of Restaurant Operators and Customers by identifying trends, conducting problem analysis, and gathering feedback for process and system improvements
• Provide support and reporting for tests and pilot rollouts
• Regularly monitor and maintain the health of knowledge area(s) as a subject matter expert
• Escalate problems and work with partners to resolve unknown solutions

Minimum Qualifications

• Bachelor's Degree in Management, Communication or other relevant field
• 3 years of relevant work experience

Preferred Qualifications

• Master's Degree
• Expereince wih projects involving change management with high impact on users, systems implementations experience, and operational knowledge of call center
• Restaurant experience

Minimum Years of Experience

Travel Requirements

Required Level of Education