Austin Niemeier

Sr Product Lead @Chick-fil-A Corporate Support Center

Atlanta, GA, US

Defined the product vision, product strategy, and roadmaps for a portfolio of Restaurant support products within the field-facing technology ecosystem, aligning with the overall goals of the business.• Managed a product portfolio of seven products, optimizing their performance and ensuring they met the goals and objectives of the business.• Collaborated with various DTT partners and other cross-functional leaders to deliver high-impact features and products that benefited both Restaurant Operators and internal staff.• Championed the rollout of Major Case opt-in by aligning call center agent needs with restaurant user experience feedback, resulting in 2,300 hours saved by Restaurants and 6,900 hours saved by Staff in two years leading to an improved experience for both audiences around chain wide outages.• Oversaw the build out and roll out of an intelligent virtual agent for our phone line reducing time spent in the phone by 15 seconds a call, or 3,936 hours year to date, and increasing routing accuracy by 5%.• Helped lead the release of CFA Support Web from conception to rollout achieving a 97% recommendation for rollout and 100% of operators rating the experience good to excellent. • Conducted market research, user interviews, and process mapping sessions to identify business needs and prioritize feature development.• Contributed to the entire product development lifecycle, from concept to release, including test plans, business validation, and performance monitoring to identify areas for improvement.• Developed and monitor KPIs to measure product success, leading to data-driven decision-making and future feature adjustments.• Regularly communicated product vision, strategy, and progress to Business and Restaurant stakeholders, fostering relationships, gathering feedback, and keeping them informed of new enhancements and products.

Kennesaw State University

Master of Business Administration - MBA

University of Georgia - Terry College of Business

Bachelor’s Degree