The Drive-Thru Supervisor plays a key role in ensuring Operational Excellence in Speed of Service, Order Accuracy, and Hospitality, aligned with our vision of “Quick but never rushed.” Reporting to the Operations Director, the Drive-Thru Supervisor focuses on optimizing throughput and managing effective systems and processes to deliver an exceptional guest experience. This role bridges top-level strategy with day-to-day operations, ensuring that guests experience the highest level of service while maintaining operational efficiency and team performance.

Role Specific Responsibilities

• Take full ownership of the drive-thru operations by leading by example, ensuring guests are served quickly, accurately, and with exceptional service while upholding the “Quick but never rushed” vision. Maintain operational efficiency, enforce safety and health regulations, and train team members to sustain a clean, safe, and efficient working environment.
• Collaborate with the Guest Relations Director to continuously improve and innovate systems and processes that enhance throughput, reduce bottlenecks, and ensure consistent, high-quality service, while maintaining Speed of Service, Order Accuracy, and exceptional hospitality.
• Execute the strategy set by the director team for the drive-thru, ensuring alignment with Chick-fil-A’s vision of a “quick but never rushed” experience by optimizing throughput, managing staffing and workflows, and adhering to Chick-fil-A’s policies and performance standards.
• Provide regular reports to the Guest Relations Director on drive-thru performance, including key metrics such as speed, order accuracy, and guest satisfaction. Highlight successes, challenges, and actionable insights to optimize operations and improve performance.
• Act as the primary communicator between top management and drive-thru operations. Ensure that strategic directives are clearly communicated and executed to the drive-thru team and that operational feedback is shared with top-level management.
• Conduct regular coaching and mentoring sessions with team leaders and team members to ensure they are equipped to handle the fast-paced drive-thru environment, helping them improve operational performance and guest service.

Leadership Responsibilities include;

• Uphold and maintain operational standards and policies by ensuring consistency, quality, and adherence to Chick-fil-A’s expectations across all aspects of the drive-thru operation, holding team members accountable for meeting these standards.
• Maintain and execute systems and processes to ensure operational efficiency and effectiveness, continually refining and optimizing workflows to support a smooth guest experience.
• Commit to continuous self-improvement by intentionally focusing on mastering both basic and elite-level skills in all aspects of the role.
• Set and pursue goals for self, team, and organization, using key performance indicators to create action plans, track progress, and close gaps to ensure alignment with overall objectives.
• Provide the team with tools and resources (technology, equipment, knowledge) to succeed in their roles and maintain a well-trained team.
• Engage and develop the team by instilling values, building character, and enhancing both job skills and personal growth. 
• Celebrate wins and good results, recognizing and reinforcing positive behaviors and achievements.
• Communicate regularly with team members about goals, performance, and results, providing real-time feedback for improvement.
• Foster a positive work environment by promoting a culture where everyone is focused on doing the right thing, the right way, every time, while recognizing team member contributions and maintaining strong morale.
• Act as a multiplier by creating opportunities for team members to take on greater responsibility, fostering an environment where they can grow, contribute more, and unlock their full potential within the organization.
• Be prepared to manage operational challenges and crises, such as equipment malfunctions or guest complaints, ensuring quick and effective resolutions while maintaining standards, policies, and accountability.
• Employee Relations: Handle daily employee issues, such as attendance, task assignments, and conflict resolution, maintaining a positive and productive work environment. Address guest complaints and service issues promptly to ensure guest satisfaction.
• Support Team Engagement: Foster a work environment focused on teamwork, accountability, and positive morale. Recognize team member contributions, celebrate wins, and reinforce behaviors that align with Chick-fil-A’s standards of quality and service.

Qualifications

• Proven experience in a leadership role, preferably in fast-paced service or hospitality environments.
• Strong organizational and problem-solving skills, with the ability to manage resources and lead teams in high-pressure situations.
• Excellent communication skills, with the ability to effectively convey goals, provide feedback, and motivate teams.
• Knowledge of Chick-fil-A’s mission, vision, and commitment to service excellence.
• Experience in implementing and optimizing technology in drive-thru operations is a plus.
• Strong leadership abilities, with a focus on developing talent and fostering a positive team culture.