Sr. Principal Program Lead, Digital Transformation & Technology

Overview

As Chick-fil-A continues to expand in Canada, we are seeking a visionary technology leader to shape and advance the market’s digital and technology ecosystem. This role will be responsible for ensuring that restaurant technology platforms, digital capabilities, and support services effectively enable Operators to deliver an exceptional restaurant experience.

In partnership with internal stakeholders and third-party vendors, this role will oversee the implementation, support, and continuous improvement of core restaurant systems, payment solutions, and network infrastructure, with a particular focus on successfully opening and scaling new restaurants. The leader will also play a critical role in guiding the transition to a new technology stack and ecosystem, helping position Canada for future growth.

This individual will help define and execute the long-term technology strategy for Canada, shaping a multi-year roadmap that aligns technology investments with business priorities and market expansion goals.

Responsibilities

• Serves as the digital and technology lead for Canada, partnering with the Division Leader, the broader Canada Division team, and the Digital Transformation & Technology (DTT) team to build and execute the Canada technology portfolio and roadmap.
• Understands requirements of the region and designs technology solutions that will fulfill business objectives.
• Leads the coordination and implementation of technology required for a restaurant grand opening, ensuring that all technology requirements are installed to support a smooth opening for both Customers and Operators.
• Leads the definition, implementation, and ongoing improvement of IT service levels to deliver excellent support experiences for application end users. Establish and lead the support organization to consistently achieve and continuously improve agreed service level and operational level commitments.
• Until there is a team in place, serves as the Restaurant Operator Single-Point-of-Contact (SPOC) for Chick-fil-A restaurant Operators in Canada for technical operations matters.
• Coordinates with internal and external resources to provide timely responses to Operators’ technology issues and inquiries.
• Escalates issues promptly, using sound business judgment, and mobilize internal and external resources for timely resolution to restore normal restaurant operations.
• Locates, evaluates, and selects technology partners and vendors to help build an effective technology and digital systems portfolio to support the unique needs of the region, in partnership with the broader DTT Center of Excellence.
• Partners closely with the broader US-based Chick-fil-A Center of Excellence to understand and implement corporate standards for: Enterprise Architecture, Technology Strategy, and Cyber-Security.
• Actively encourages reuse of Chick-fil-A global tools where applicable.
• Serves as the advocate for Canada-specific needs to influence Chick-fil-A standards and global applications.

Required Qualifications (Knowledge, Skills, & Abilities)

• Technology Service Delivery experience
• Experience leading large, complex technical initiatives and programs
• Experience with development approaches and techniques 
• Experience in driving teams, management, and senior leadership to decisions  
• Ability to understand and influence business needs, then translate them to techno-functional requirements that deliver desired outcomes 
• Strong verbal and written communication skills  
• Excellent personal and relational intelligence  
• Self-starter and self-motivated for continuous improvement. 
• Curious and innovative. 
• Collaborative; ability to co-create.
• Motivates and empowers others. 
• A doer; operates at pace and with care.
• International mindset. 
• Experience leading a technology function and teams

Preferred Qualifications (Knowledge, Skills, & Abilities)

• Experience in Food and Beverage, Restaurant, Hospitality, or Retail industries preferred.
• Breadth and depth of knowledge across technology software, hardware and solution-building (including Cloud, API, platform architecture) · Track record of designing, building, implementing and supporting retail technology (e.g. Point of sale, payments, websites).

Required Years of Experience

10
Preferred Years of Experience

10
Travel Requirements

20%
Required Level of Education

Bachelor's degree or equivalent experience
Preferred Level of Education

Bachelor's Degree
Preferred Major/Concentration

Management Information Systems, Computer Science, Software engineering, Information Systems