Director of Talent & Team Member Care - Chick-fil-A Ward Parkway

Position Overview:

The Director of Talent & Team Member Care plays a critical role in cultivating a thriving team culture at Chick-fil-A Ward Parkway. This leader is responsible for recruiting, retaining, and developing team members and leaders to consistently execute the 5 Keys to Success: Serving Fresh Food, Quickly & Accurately, in a Clean Restaurant, with Great People. The role focuses on creating an engaged, well-trained, and purpose-driven workforce aligned with the organization’s core values.

Key Responsibilities:

Top Priorities

1. Maintaining Optimal Staffing Levels Through Recruiting

• Ensure staffing levels meet operational needs through effective recruitment and retention strategies.
• Pursue recruiting opportunities to obtain qualified candidates

1. New Team Member Orientation and Onboarding

• Lead onboarding processes to instill the Chick-fil-A culture, purpose, and service standards.

1. Team Member Development

• Foster continuous development for team members and leadership to promote growth and engagement.

Recruitment and Onboarding

• Continuously evaluate and refine talent selection processes to attract top-tier candidates.
• Work outside the restaurant through a variety of recruiting events.
• Review and assess all incoming employment applications.
• Coordinate and schedule interviews with relevant leadership team members and the Operator when appropriate.
• Lead orientation sessions with a focus on:
• Core values and organizational purpose.
• Chick-fil-A’s commitment to service excellence.
• Key components of the team member handbook.
• Oversee the ordering and distribution of uniforms for new and existing team members.

Team Member Development

• Partner with the leadership team to deliver timely and proactive feedback to all Front-of-House (FOH) team members.
• Provide daily, intentional coaching with an emphasis on trust-building and leveraging that trust to drive performance.
• Collaborate with the Training Director to implement pod meetings, including selecting and mentoring pod leaders.
• Assign new team members to appropriate pods to facilitate mentorship and development.

Team Member Care and Engagement

• Foster a culture of care by celebrating team member birthdays, work anniversaries, and other milestones.
• Drive team engagement through creative and meaningful activities or gatherings.
• Administer team assessments, including:
• CARES evaluation.
• Customer Experience Monitor (CEM)
• Team Member Engagement Surveys
• Quarterly Culture Surveys

Key Performance Goals:

• Retention Rate: Achieve and maintain a 60% team retention rate.
• Customer Experience Monitor (CEM) Metrics:
• Quick Service: 72%
• Order Accuracy: 96%
• Attentive & Courteous Team: 78%
• Cleanliness: 76%

The Director of Talent & Team Member Care is instrumental in ensuring Chick-fil-A Ward Parkway delivers exceptional guest experiences through a motivated and high-performing team. This role blends strategic leadership, team engagement, and operational excellence to maintain a culture of care.