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Manager, Operations Technology
McDonald's is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. As the global leader in the foodservice industry, our legacy of innovation and hard work continues to drive us.
From drive‐thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.
At McDonald's, we see every day as a chance to create a positive impact. We lead through our values centered on inclusivity, service, integrity, community, and family. From the support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry, and the planet. We also offer outstanding benefits including a sabbatical program, tuition assistance, and flexible work arrangements.
We are an equal‐opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel‐good moments for everyone. We are interested in people who enhance our company culture. We encourage you to apply even if you don't meet every single requirement!
Department Overview
The McDonald's Headquarters has an exciting opportunity for you to become an Operations Technology Manager. In this role, you will work closely with all aspects of Restaurant Technology and Restaurant Execution across the US Business to maximize results, elevate the customer, restaurant, crew, and customer experience.
Duties
- Strategize and influence Operations Officers and other key stakeholders to drive business results.
- Understand and identify strengths, gaps, and opportunities with current conditions to provide recommendations and solutions to elevate and energize system performance.
- Generate repeatable and scalable systems, routines, and processes to support end‐user efficiencies to run great restaurants and ensure successful initiative deployments, including escalations and changes of ownership.
- Clearly identify lanes of engagement to support system initiatives and seamlessly work with key stakeholders to achieve success with system priorities.
- Demonstrate McDonald's core values and leadership behaviors.
In addition to McDonald's policies and procedures, your principal accountabilities include, but are not restricted to the following:
- Partnership and alignment with Operations Officers on the execution priorities that support the annual plan.
- Partnership with Strategic Technology Integration Managers and key stakeholders to ensure restaurant readiness, alignment, and sequencing of technology priorities.
- Collaboration and partnership with PMO on operations training strategy to execute new technology within the field office; collaboration with the PMO and Deployment Teams on execution strategies to ensure Technology Deployment is aligned and sequenced with other initiatives and effectively implemented.
- Education, communication, and guidance to stakeholders on restaurant‐related Operations Technology deployment readiness and execution priorities; provides best practices and successes in effective technology solutions to enhance restaurant operations.
- Subject‐matter expertise on Operations Technology initiatives including nationally sponsored technology innovations tests to help ensure successful execution; maintain a detailed level of understanding of both operations and restaurant‐related technologies for Operations Integration.
- Partnership with Operations Team on execution priorities; act as an advocate to grow the business vs. issues; understand current/existing conditions, stakeholder (company, O/O, 3rd party) points of view, communicate facts to the right audience and importance of the project/initiative to the growth of the business.
- Partnership, guidance, coaching and direction for issue escalations to the right path to resolution; educate primary customers on escalation processes and engage with the support departments when normal channels fail; and identify and elevate opportunities to appropriate product owners via trend analysis of escalations, Atos & Sherlock Call Volume reports, etc.
- Oversee changes of ownership to ensure restaurants open on time with full functionality.
- Partnership with OTP Program Manager on elevating the OTP network within assigned Field Office to support technology deployment; strengthen the Field Office technology support network by leveraging field resources in executing the Field Office technology strategy.
- Ensure backup is in place within each Field Office when not available.
- Franchise practice group coordination of changes of ownership.
- Building relationships with Owner/Operators in the respective field office, including M-Tech Operators and BU Tech Leads.
- Partner and advisor to Field Leadership, including Operations Officers, Field Vice Presidents and Field Teams.
Qualifications
Basic Qualifications
- High school diploma or equivalent.
- 5+ years of experience in Operations function.
- Must have received or be willing to receive the COVID‐19 vaccination by date of hire to be considered. Proof of vaccination required.
Preferred Qualifications
- BA/BS degree preferred.
- Operations expertise.
- Strategic and agile thinker, able to quickly grasp new concepts, McDonald's restaurant operations initiatives, and organizational norms and apply those insights to multiple work streams.
- Collaborator, able to forge effective working partnerships with key stakeholders.
- Ability to work effectively in a fast‐changing environment and adaptability to working in ambiguous conditions with changing schedules and priorities.
- Strong problem‐solving, organization and time‐management skills.
- Excellent interpersonal, written, and oral communication skills with the ability to articulate a broader narrative to partner and advise key stakeholders including the Operations Officers.
- Self‐starter with positive attitude and willingness to learn.
Other Tools (Good to Have)
- Auto Business Cutover
- Restaurant File Maintenance (RFM)
- E*Restaurant System
- McHire
- ATOS Service Now Platform
- Power BI
- Sherlock
- OTP Portal
- ADYEN Global Payment
- Merchant IDs
- Remote Restaurant Monitoring (RRM)
- Major Incident Management (MIM)
- Restaurant Escalation Management
- Franchise Practice Group coordination of Changes of Ownership
- Sales between Operators (SBO)
- Entity Splits
Compensation
Bonus Eligible: Yes
Long‐Term Incentive: Yes
Benefits Eligible: Yes
Salary Range
The expected salary range for this role is $115,872.00 – $144,840.00 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.
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.
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 mcdhrbenefits@us.mcd.com. 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.
