Sr. Project Lead : Strategic Technology Communications, Operations, and Change Enablement

Chick-fil-A, Inc.•Atlanta, GA

22h•Hybrid

About The Position

This role sits at the center of the Field Insights & Technology organization and exists to enable the success of the entire team. The role is responsible for shaping and scaling how our Product Operating Model (POM) and the AFS Technology Ecosystems are understood, adopted, and operationalized across business and technical partners. The role blends communications, change enablement, and operations planning to ensure clarity, alignment, and momentum—from quarterly planning with business partners through execution support with technical teams. As the FIT POM and AFS Technology Ecosystems continue to evolve and expand, this role will play a critical part in communicating and driving change with content creation and support of the ongoing operating rhythms that sustain it. This role will need to operate as a thought partner, connector, and force multiplier across the product ecosystem. Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Requirements

Bachelor's degree or equivalent
4+ years of experience
Proven experience with Design, Storytelling & Content Creation
Demonstrated expertise in product operating models, change enablement, communications, and operations planning within complex organizations.
Exceptional written and visual communication skills, with experience creating content for senior leaders and diverse stakeholder groups.
Demonstrated ability to independently drive ambiguous work to outcomes, taking initiative to identify what’s needed, make decisions, and move work forward without waiting for direction.
Proven track record of turning ideas into action, translating strategy into tangible deliverables and operational improvements in fast-moving, complex environments.
History of stepping into messy, high-impact work and making it better, even when ownership, scope, or answers were unclear.
Experience working across business and technical teams, translating between domains.
Experience engaging or managing external partners is a plus.

Nice To Haves

8-10 years of experience

Responsibilities

Design, Storytelling & Content Creation
Serve as the design and storytelling lead for the Product Operating Model, transforming complex ideas, data, and operating concepts into clear, compelling, and visually engaging content.
Create executive-ready narratives and visuals that drive understanding, alignment, and decision-making across product, business, and technology audiences.
Develop and maintain PowerPoint and visual storytelling assets including operating model diagrams, roadmaps, ecosystem views, planning summaries, and change narratives.
Apply strong information design principles to ensure content is intuitive, accessible, and tailored to audience needs—balancing clarity, depth, and visual appeal.
Translate workshop outputs, quarterly planning discussions, and partner insights into polished artifacts that capture decisions, tradeoffs, and next steps.
Establish and evolve content standards and templates that reinforce consistency, quality, and scalability across the product organization.
Partner with leaders to refine messaging, sequencing, and framing to ensure stories resonate at both strategic and operational levels.
Leverage visual storytelling to support change enablement, helping teams understand not just what is changing, but why and how it affects them.
Product Operating Model (POM) Enablement
Own and evolve the communication and enablement strategy for the Product Operating Model, ensuring it is clear, compelling, and actionable for diverse audiences.
Create and maintain high-quality content and artifacts that explain how the POM works in practice (e.g., knowledge management, operating guides, visual models, onboarding materials).
Translate product, technology, and operating concepts into clear narratives that support understanding, adoption, and execution in partnership with the FIT team.
Act as a trusted advisor to BPO, APO and PIO leaders on how to position and communicate in support of execution to the operating model to delivered shared outcomes across the ecosystems to the business.
Change Enablement & Adoption
Design and lead change enablement approaches that support adoption of the POM across business and technical partners.
Anticipate friction points and resistance, proactively shaping strategies to drive alignment and sustained behavior change.
Partner closely with product, business, and technology leaders to ensure change is sequenced, reinforced, and measurable.
Serve as a visible advocate and representative of the POM in internal and external forums, as appropriate.
Serve as a connective tissue across the ecosystem—bridging business, product, and technology perspectives.
Operations Planning & Knowledge Management
Lead planning enablement and knowledge management across quarterly planning cycles, ensuring insights, decisions, and outcomes are captured and understood.
Establish and maintain systems for institutional knowledge, connecting strategy, planning, execution, and outcomes across business and technical partners.
Drive operational clarity by aligning planning artifacts, timelines, and dependencies across the product ecosystem.
Identify opportunities to improve planning efficiency, decision transparency, and cross-team coordination.
Lead the FIT Meetings Team that creates and maintains the rhythms and content for the FIT sub-department, POM and the AFS Technology Ecosystem Quarterly Planning meetings