Customer Experience Manager
Company Description
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 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 positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From 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 planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department Overview
We are seeking a forward-thinking Contact Center Manager to lead our day-to-day U.S. market customer care contact center operations (social, phone, email, chat). This role is responsible for delivering exceptional customer experiences and customer retention, leveraging modern technologies, and fostering a culture of care, innovation, and continuous improvement. You will bring experience in vendor management, contract negotiations and a history of working with a broad range of internal and external stakeholders to meet and exceed SLA’s and KPI’s.
It is preferred to have this candidate local to Chicago and work on a hybrid schedule, however, we are open to remote candidates. Remote candidates will be expected to work on a Central Time Zone schedule.
Duties
Principle responsibilities include, but are not limited to:
- Lead and inspire a team of offshore contact center professionals and direct reports to deliver outstanding service across all customer touchpoints (phone, chat, email, social media).
- Proactively prepare contact center teams to manage changing omnichannel customer journeys, ensuring seamless and personalized experiences.
- Utilize real-time analytics and data-driven insights to monitor performance, identify trends, and drive continuous improvement.
- Ensure compliance with data privacy, security protocols, and regulatory requirements.
- Develop and lead workforce management strategies, aligning to customer contact behaviors, while ensuring cost effective staffing.
- Champion modernization efforts, such as first contact resolution and digital recovery.
- Lead and/or represent Customer Care on cross-functional projects to ensure customer-centric procedures and innovation solutions are implemented.
- Support LT ad hoc project initiatives and insights to drive system performance
Qualifications
Basic Qualifications:
- Bachelor’s degree in Business, Communications, or related field or 10+ years leading a Customer Care Operation/Contact Center team.
- Experience leading contact center platforms ( such as Salesforce, Amazon Connect, Sprout Social).
- Strong analytical, organizational, and communication skills.
- Willingness to work off hours when required to manage a 24/7 operation.
- Experience with AI-powered contact center solution opportunities and striking a balance between automation and human empathy.
- Ability to manage customer journeys across multiple channels.
- Experience in leveraging real-time analytics for decision-making and performance management.
Preferred Qualifications:
- Understanding of data privacy and regulatory compliance in customer operations.
- Understanding of QSR restaurant operations.
- Ability to quickly grasp new concepts and apply learning to developing work streams, including AI and productivity enhancements.
- Proven development of offshore and onshore resources
Compensation
Bonus Eligible: Yes
Long - Term Incentive: Yes
Benefits Eligible: Yes
Salary Range
The expected salary range for this role is $112,860.00 - $143,900.00 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.
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 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.