Job Description

McDonald's evolving Accelerating the Arches growth strategy puts our customers and people first and demonstrates our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

Our growth pillars emphasize the critical role technology plays as the best-in-class, global omni-channel restaurant brand. Technology enables the organization through digital technologies, and improving the customer, crew and employee experience each and every day!

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of innovation specialists who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of groundbreaking opportunities for the business. We take on technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge! This provides access to compelling career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Job Description

This opportunity is part of the Global Technology Service Desk organization, where our mission is to identify, monitor, prioritize, and solve issues across the McDonald's System for Global Technology products and services. We value collaboration, thoughtful effort, and clear communications to get our people back to work and our systems back to green quickly and effectively. As the Technical Product Manager you will manage the relationship with our Global Corporate Service Desk provider and act as a single point of contact for issue escalation and Shift Best continuous improvement. You will be responsible for driving the Global Corporate Service Desk toward the future of support services, vendor management, governance, and leadership communications.

Responsibilities

• Continuously drive Shift Best activities to improve issues resolution and organizational effectiveness across Global Technology.
• Lead Automation opportunities toward next generation support experiences including Chat, AI, contact management, and pre-emptive issue resolution.
• Define and measure critical metrics for success demonstrating value to our organization.
• Develop and maintain 2-3 year future forward Service Desk evolution plan
• Manage collaboration, communications, and governance with our Global and Market partners to share roadmaps, gather and maintain knowledge and expertise, and foster adoption.
• Collaborate with Global Technology teams to enable understanding and support of end user experience
• Work flexibly to facilitate and manage stakeholder expectations and vendor delivery in a federated environment.

Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $112,860 - $143,900 per year
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience and other job-related factors.

Qualifications

• Bachelor’s Degree in Technology or related experience
• 5+ years of experience as a service desk agent, lead or manager.
• Willingness and drive for continuous improvement and problem solving.
• Patience and empathy paired with technical understanding and communication skills.
• Excellent communication and presentation skills, with the ability to optimally communicate sophisticated concepts to both technical and non-technical audiences.
• Clear understanding of end user experience paired ability to understand technical solutions.
• Ability to solicit and communicate business expectations and build strong client and collaborator relationships.
• Strong leadership skills, with the ability to influence and collaborate with cross-functional teams
• Willingness and ability to live the McDonald's values every day: Serve, Inclusion, Integrity, Community, and Family.
• Clear understanding of industry trends and opportunities.
• Highly knowledgeable in service desk key performance indicators.
• Experience leading offshore resources.
• Experience managing provider contractual Service Level Agreements.

Additional Information

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment. 
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan.

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact [email protected]. Reasonable accommodations will be determined on a case-by-case basis.

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.

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