Shift Manager

Chick-fil-A; Indiana (PA); On-site; USD 42,000 - 62,000; Full time

Job summary

Chick-fil-A in the United States is seeking a Shift Manager to lead daily restaurant operations, coach Team Members, and uphold the Chick-fil-A Vision, Mission, and Purpose with a Customer First mindset.

You will manage shift operations, ensure accurate clock-in/out, maintain brand standards, monitor restaurant systems, lead training, and drive a culture of hospitality and safety while delivering fast, warm service.

Qualifications

• High School Diploma or equivalent required.
• Restaurant experience required.
• Chick‑Fil‑A experience preferred.

Responsibilities

• Lead shift operations in your area and ensure restaurant systems run smoothly.
• Coach Team Members to follow brand standards and Winning Hearts Every Day.
• Ensure clock-in/out is accurate and labor is managed per schedule.
• Maintain a clean and safe environment; enforce safety guidelines.
• Deliver exceptional guest experience and handle guest recovery using the HEARD model.

Education

High School Diploma or equivalent

Job description

Shift Manager

Objective

• Serve in restaurant operations while effectively coaching Team Members to adhere to the Chick-fil-A Vision, Mission, and Purpose, and maintaining a culture adhering to the Winning Hearts Everyday strategy with a “Customer’s First” mindset
• Lead the successful completion of Shift Operations in your designated area of the business and managing the success and completion of restaurant systems

Daily

• Ensure Team Member clock-in and clock-out according to their scheduled shift
• Ensure Team Members adhere to Brand Standards such as uniform/appearance guidelines, language guidelines, and our Operations Strategy (Winning Hearts Every Day) - coach accordingly Identify limiting factors (bottlenecks) - resolve and/or communicate with your Shift Leader in a timely manner, strive to be proactive, but reactive when necessary
• Display a contagious sense of enthusiasm for the brand and in‑restaurant initiatives Strive to be a thermostat - set and regulate the pace - move with care & urgency - “fast hands & warm hearts”
• Lead the successful completion of systems
• Maintaining a clean & safe environment: weekly cleaning
• Tracking daily training on KitchenIQ
• Monitor restaurant systems
• Respond appropriately to guest recovery issues with responses filtered through the HEARD model Provide constructive, encouraging, and impactful feedback to others
• Ensure scheduled training is conducted in accordance with the dedicated training plan and scheduled labor Open, transition, and close the restaurant according to set standards
• Lead & enforce Safety & Security guidelines
• Devise an organized shift set-up that ensures excellent guest experience while challenging and growing others
• Prioritize new hires with training leads
• Prioritize anchors in drive thru and front of house
• Utilize the \trust but verify\ mindset to ensure proper task completion
• Ensure the daily FSA and genuine hospitality completion (2 times per day, 1 time per shift) | Goal: 100% Completion
• Ensure the restaurant is stewarding all resources to maintain profitability while meeting the expectations of hospitality, team member environment, and cleanliness

Weekly

• View various reports that are posted:
• CEM scoreboard
• Training updates
• Smart Shop
• AHA
• Understand wins communicated in the reports and celebrate them with the team
• Understand opportunities communicated in the reports and collaborate with fellow Leaders to address them
• Completion of weekly cleaning list

Monthly/Bi-monthly

• Attend a bi-monthly meeting led by your direct supervisor to discuss wins & challenges as well as projects and initiatives in queue
• View and engage in personal development resources and check-ins

Restaurant Vision

• Customer’s First mindset
• Strive to be ALL RIGHT vs. Alright in everything that we do - we do it the right way, each & every time Adhere to our operations strategy (Winning Hearts Every Day)
• Live out: “caring is at the center of all the we do”

Deliverables

Customer Experience Monitor (CEM) Scores: ≥ Operator Team & Top 20% of the Chain

Training Tracker Completion: 100%

Speed of Service: ≤ 3 minutes 30 seconds

Food Safety Performance Level: 1-2 - Elite Food Safety Culture

Quality Improvement Visit (QIV): ≥ 98%

Automated Holding Assistant Hold Time < 20 Minutes: ≥ 98% | System Usage: ≥ 99% | Target Zone: ≥ 40% FSA completion: 100%

SmartShop: > 95% Complaint

Labor: < Top 20% Benchmark, Productivity > $97-99

Education

High School Diploma or equivalent required.

Experience

Restaurant experience required.

Chick‑Fil‑A experience preferred.

Working at a Chick-fil-A® restaurant is more than a job – it’s an opportunity for teamwork and leadership development in a positive, people‑focused environment. Most Chick-fil-A restaurants are locally owned and operated by independent, franchised Operators who invest in the future of their Team Members and give back to their communities.