Manager, Operations Technology

Job Description:

Company Description:

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. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald's remains one of the world's leading corporations after almost 70 years. Joining McDonalds 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 positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House 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 planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

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.

Orchestrate execution priorities with an enterprise mindset for the implementation, deployment, and ongoing maintenance of national restaurant technology initiatives within the field office. Act as the subject matter expert for all operations-related technology and liaison between assigned Field Office, IPD (Initiative Planning and Deployment), and US Technology stakeholders. Primary customers include the Owner Operators and Operations Officer. Reports directly to the US Director of Operations Technology

To be successful, you will effectively:

• Strategize and Influence Operations Officers and other key stakeholders (Field Operations, PMO Managers, OTP Program Manager, US Technology departments, etc.) 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 success initiative deployments, including escalations, changes of ownership, etc.
• 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 & leadership behaviors

Duties

In addition to McDonald's policies and procedures, your principal accountabilities will 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; Collaborate 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 of 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 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 escalate 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

Job Responsibilities

Functional Responsibilities

• Changes of Ownership - Oversight of the restaurant technology changeover from buyers to sellers

• Developing Operations Technology Professionals (OTP) - support system for Owner/Operators with technology in the restaurants

• O/O Led Projects - SME and support system for Owner/Operators with self-led construction projects and technology requirements

• Escalations - Oversight of resolution of restaurant technology issues; Close relationship with technology teams to resolve

• Subject Matter Expertise on all McDonalds Technology platforms and systems

• Strategic Responsibilities supporting McDonalds Business Goals

• Reducing Restaurant Down-Time with proactive strategies to improve negative impacts to the restaurants

• Supporting Franchising with proactive strategies to support incoming Registered Applicants and existing buyers and sellers to ensure technology transfers are successful on Day 1 of acquisition

• Leveraging the OTP Network to provide consistent and scalable guidance to restaurants

• Building the Bench by cultivating a pool of talented individuals as future Ops Tech Managers

• Stakeholder Management

• US IT

• Hardware, Software, Deployment and Support Teams to navigate issue resolution and execution of tech initiatives

• Mobile Payment System Integration and Management

• 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

• National OTP Team partnership to develop growth plans and proactive solutions for the restaurants

• US Franchising

• Franchise Practice Group coordination of Changes of Ownership

• Sales between Operators (SBO)

• Acquisitions

• New Registered Applicants

• Sale of McOpCo

• Entity Splits

• Building relationships with Owner/Operators relationships in respective field office

• Includes M-Tech Operators, BU Tech Leads

• Partner and Advisor to Field Leadership

• Includes Operations Officers, Field Vice Presidents and Field Teams

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.
• 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

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.

The position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

Competencies

Execution Proficiency

Background & Values

Strategic Proficiency

Building Blocks

Talent Proficiency

Additional Information:

Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

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 mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis. McDonald's Restaurants of California will consider qualified applicants for employment with arrest or conviction records in accordance with applicable laws, including the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring and the Los Angeles County Fair Chance Ordinance for Employers.

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.