Sr. Principal Technical Program Lead, Puerto Rico

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 and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Working in a global environment, this role regularly collaborates across time zones and requires flexibility to participate in meetings outside of typical business hours to stay connected with international partners.

Overview

The Professional/Individual Contributor Staff member is responsible for performing work responsibilities, building relationships, and sharing expertise as he/she contributes to specific bodies of work, builds connections, and optimizes performance.

As Chick-fil-A continues to expand in Puerto Rico, 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 Puerto Rico for future growth.

This individual will help define and execute the long-term technology strategy for Puerto Rico, 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 Puerto Rico, partnering with the Division Leader, the broader Puerto Rico Division team, and the Digital Transformation & Technology (DTT) team to build and execute the Puerto Rico 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.
• Serves as the Restaurant Operator Single-Point-of-Contact (SPOC) for Chick-fil-A restaurant Operators in Puerto Rico 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 Puerto Rico-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
• Proficiency in spoken and written English and Spanish
• 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
• Culture and values alignment

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

7

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