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Customer Throughput Consulting - Program Lead

Company: Chick-fil-A, Inc.
Location: Atlanta
Posted on: January 17, 2022

Job Description:

Overview:
The Customer Throughput Consulting Program Lead is responsible for all communication and coordination between the consultants and Operators requesting consultation. - This person will marshal the entire experience for Operators from the time they request consultation until the engagement is complete. - The Program Lead will establish and maintain a process, integrate and leverage technology solutions, and manage vendors, partners and related budget items. - This critical role will ensure that this group of field-facing consultants provides outstanding service and support to every Operator that requests it.

Responsibilities:
Manage the CTC team presence in ServiceNow

Develop and iterate a process that maximizes the capabilities of the ServiceNow platform

Monitor all incoming consulting requests regardless of engagement type

Leverage Smartsheet and other related resources to facilitate the cataloging and organizing of all pertinent data

Coordinate all communication to Operators regarding the status of their engagement

Partners with the CTCs to ensure the timely delivery of impactful consulting to Operators

Ensures successful execution in either a virtual environment or in the field

Oversee the budget and communication to vendors

Measure program performance using appropriate systems and tracking tools

Understand key Operator and consultant communication needs to tailor the type and timing of relevant communications

Work with the team to integrate change as growth requires it

Develop best practices for program execution

Manage administrative tasks for all programmatic needs across the team

Minimum Qualifications:
-

Demonstrated ability to effectively partner with a variety of colleagues

Demonstrated ability to manage multiple projects/engagements with overlapping timelines

Demonstrated ability to think creatively and wired to pursue innovation

Strong written and verbal communication skills

Strong multi-tasking and organizational skills

Ability to work effectively both independently and in a team environment providing service to Operators/consultants

In-depth experience with ServiceNow

Preferred Qualifications:
Experience working at the Chick-fil-A Support Center

Demonstrated ability to adapt quickly in a dynamic and regularly changing environment

Experience using/modifying the calendly scheduling program

Experience using/programming Smartsheets

Minimum Years of Experience:
3

Travel Requirements:
10%

Required Level of Education:
Bachelor's Degree

Major/Concentration:
Business or Communications

Minimum GPA (4.0 Scale):
3.0

Keywords: Chick-fil-A, Inc., Atlanta , Customer Throughput Consulting - Program Lead, Professions , Atlanta, Georgia

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