Sr. Technical Program Lead, Customer Technology Solutions

How We Work At Chick-fil-A

Chick-fil-A,  Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills,  fostering inclusive teamwork,  and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly,  we ask Staff to seek wisdom,  expect the best,  accept responsibility,  respond with courage,  and think others first.

Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually,  strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Overview

The Menu Implementation Leader serves as the vital translator between Chick-fil-A’s Menu & Packaging (M&P) team and Customer Technology Solutions (CTS). This leader takes the roadmap of new menu items, campaigns, and initiatives set by M&P and converts it into a sequenced, resourced technology implementation roadmap for CTS. This role owns the orchestration of that roadmap across POS, Digital, and Menu Data systems; runs the governance model—including the Menu Intake Working Group—that ensures requests flow cleanly from Category Lead intake through final delivery; and directs a team of six Area Lead contractors who execute each initiative.

 

Accountable for the accuracy of the data input into Menu DNA, this leader ensures the successful delivery of the menu experience across every Commerce Technology platform, including POS, Digital, Third-Party Delivery, and Digital Communication Boards. By connecting the business roadmap to a technology delivery plan, governance, and execution into one coherent operating system, this role provides Chick-fil-A’s menu programs with a strategic through-line—one that enables the business to scale menu complexity without losing speed, clarity, or trust. Success is defined by a domain where the business and technology roadmaps stay in lockstep, priorities are clear, capacity tradeoffs are made deliberately, and every launch lands on a foundation the business can count on.

Key Strategic Pillars: 

 

Roadmap Translation & Orchestration: Convert the Menu & Packaging business roadmap into a prioritized & sequenced Commerce Technology implementation plan. Own the "how and when" of technical builds across POS, Digital, and Menu Data systems, ensuring total alignment with the Menu DNA data foundation.

Governance & Operational Flow: Build and run the operating system that turns ideas into shipped menu items. Chair the Menu Intake Working Group (MIWG) to define how work is staged and prioritized, keeping the Category Lead intake experience fast and trustworthy.

Capacity, Team Direction & Delivery: Cultivate a high-performing team of staff and contractors to execute the sequenced roadmap.  You are responsible for onboarding, team process development, and resource management to ensure the team is equipped to meet the demands of a fast-moving digital environment. Hold the team accountable for the accuracy of data inputs into Menu DNA and for the successful delivery of the menu experience across POS, Digital, and all Commerce Technology platforms.

Ecosystem Influence & Enablement: Influence peer product owners across D2C, Menu DNA, POS, and other platform teams to prioritize features and enhancements that strengthen the ecosystem's ability to deliver menu updates, then coordinate directly with those teams to land the work.

Cross-Functional Leadership: Serve as the primary technology partner to Menu & Packaging, translating their roadmap into CTS execution. Represent Menu Implementation to CDX, Menu DNA, HSE, CMPT, Brand/Marketing, and the business units.

Responsibilities

Technology Roadmap Creation:

• Translate Menu & Packaging's roadmap of new menu items, campaigns, and initiatives into a prioritized, sequenced Commerce Technology implementation roadmap across POS, Digital, and Menu Data.
• Shape the technical and organizational approach for market level customizations, international expansion,  digital-only campaigns, and other initiatives fueled by the business within commerce technology products; partner with Menu DNA leadership to ensure the technology roadmap and the underlying data foundation evolve together.

 

Governance & Flow:

• Chair the Menu Intake Working Group (MIWG), building and continuously improving the governance model that decides how requests are staged and prioritized.
• Own the Category Lead intake experience end to end, making it fast, transparent, and trustworthy from first submission through Ready for Delivery.

 

Team Direction & Delivery:

• Directly direct the team of contractors & staff on menu implementation — assigning priorities, holding them accountable for the accuracy and completeness of the data they input into Menu DNA, and coaching performance.
• Own the successful delivery of the menu experience across every Commerce Technology platform — POS, Digital, Third-Party Delivery, and Digital Communication Boards — ensuring each launch reaches restaurants accurately and on time.

 

Ecosystem Influence & Enablement:

• Influence peer product owners across CDX, Menu DNA, POS, and other platform teams to prioritize features and enhancements that strengthen the ecosystem's ability to deliver menu updates faster and with less manual effort.
• Coordinate directly with those product teams through delivery, ensuring the enhancements land on a timeline that supports the Menu Implementation roadmap.

 

Cross-Functional Leadership:

• Serve as the primary technology partner to Menu & Packaging, ensuring their roadmap of new items and initiatives is reflected accurately and on time in the Commerce Technology implementation plan.

Required Qualifications (Knowledge, Skills, & Abilities)

• 4+ yrs. relevant experience in technical program management, product operations, or menu/data systems

 

Strategic & Technical Leadership:

 

• Roadmap Translation: Proven ability to convert a business/product roadmap into a sequenced, resourced technology implementation plan, and to rally cross-functional stakeholders around a shared set of priorities.

   

• Governance Design: Experience designing and running intake, prioritization, or governance systems (e.g., working groups, RACI models) for cross-functional technical programs.

   

• Systems Thinking: Ability to reason about menu data architecture at a strategic level and translate Menu & Packaging's business ambition into functional, sequenced technology priorities.

   

• Data Quality Assurance: Ability to establish and enforce accuracy standards for data the team inputs into Menu DNA, catching errors before they reach downstream systems.

   

 

Team Leadership & Execution:

 

• Decision-Making: Strong ability to drive teams toward alignment and make sound calls in ambiguous, high-stakes tradeoffs.

   

• Team Direction: Demonstrated ability to lead and develop a contractor team — assigning work, coaching performance, and holding people accountable for outcomes.

   

• Operational Stewardship: A self-starter mindset with a strong sense of ownership over the successful delivery of the menu experience across every Commerce Technology platform, and the Guest and Team Member experience it produces.

   

• Product Influence: Demonstrated ability to influence peer product owners without formal authority, building the case for features and enhancements that strengthen the ecosystem's ability to deliver menu updates.

   

 

Communication & Collaboration:

 

• Executive Communication: Strong ability to present roadmap and capacity tradeoffs persuasively to senior, non-technical audiences.

   

• Cross-Functional Influence: Demonstrated ability to collaborate with and influence diverse stakeholders, including Marketing, Menu DNA, CDX, and Operations.

   

• Relational Intelligence: High emotional and relational intelligence to build trust and lead across teams.

   

• Servant Leadership: A commitment to a servant-leader mindset, prioritizing the growth of the Area Lead team and the success of the broader Menu Implementation organization.

   

Preferred Qualifications (Knowledge, Skills, & Abilities)

• 7-10 years relevant experience, including leading cross-functional governance or intake processes

Required Years of Experience

4
Preferred Years of Experience

7
Travel Requirements

10%
Required Level of Education

Bachelor's degree or equivalent experience
Preferred Level of Education

Bachelor's Degree
Required Major/Concentration

TECHNICAL, BUSINESS OPERATIONS, OR RELATED FIELD OF STUDY
Relocation Assistance Provided

No