Sr. Technical Program Lead, Customer Technology Solutions

Chick-fil-A, Inc. • Atlanta, GA

3d • Hybrid

About The Position

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.

Requirements

• 4+ yrs. relevant experience in technical program management, product operations, or menu/data systems
• 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.
• Experience designing and running intake, prioritization, or governance systems (e.g., working groups, RACI models) for cross-functional technical programs.
• Ability to reason about menu data architecture at a strategic level and translate Menu & Packaging's business ambition into functional, sequenced technology priorities.
• Ability to establish and enforce accuracy standards for data the team inputs into Menu DNA, catching errors before they reach downstream systems.
• Strong ability to drive teams toward alignment and make sound calls in ambiguous, high-stakes tradeoffs.
• Demonstrated ability to lead and develop a contractor team — assigning work, coaching performance, and holding people accountable for outcomes.
• 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.
• 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.
• Strong ability to present roadmap and capacity tradeoffs persuasively to senior, non-technical audiences.
• Demonstrated ability to collaborate with and influence diverse stakeholders, including Marketing, Menu DNA, CDX, and Operations.
• High emotional and relational intelligence to build trust and lead across teams.
• A commitment to a servant-leader mindset, prioritizing the growth of the Area Lead team and the success of the broader Menu Implementation organization.

Nice To Haves

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree