US Restaurant Technology Performance Manager

Company Description:

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive Thrus, through McDelivery, dine-in or takeaway. 

McDonald’s Global Technology is here to power tomorrow’s feel-good moments.  

That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.  

Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy. 

Job Description:

The US Restaurant Technology Support Team’s main goal is to support one of the Global Technology key pillars - Keep Systems Up and Running. This team provides support to our restaurants; aiming to identify enhancements needed to achieve the goal of delivering a greater technology performance and less reliance on help desk support. Support serves as the link between technology products and restaurants and is focused on continuous improvement of all elements of the US Technology platform.

The US Restaurant Technology Performance Manager will:

• Implement a proactive restaurant success approach by working with the Data and Trends team to help identify restaurant health metrics and improve the success and growth for restaurants through their utilization of these metrics
• Identify areas of improvement, respond to challenges or pain points, demonstrate value of improvement opportunities, and partner with Owner/Operators to meet their goals
• Serve as the team’s point of contact for changes of ownership, understanding and helping restaurants effectively make updates to technology during this period

Responsibilities:

• Establish and monitor data and metrics around restaurant performance success, creating, managing, and regularly reviewing restaurant assessment improvement initiatives
• Partner with Problem Management and Data & Analytics teams to identify high-performing stores and understand the key factors producing that success, and similarly for the lower 20% of stores to analyze what technology factors are leading to increased incidents or low-quality deployments and assess the impact to the business
• Create and implement clear plans and timelines for increasing restaurant success; partner with OTMs, OTPs, and Owner/Operators to successfully execute
• Have a thorough understanding of restaurant needs; drive strategy for identifying opportunities for growth
• Maintain an overview of restaurant health metrics, update status, and keep management and key stakeholders, including Owner/Operators, informed of progress
• Provide customized communication and content for each restaurant and work with those under monitoring to grow usage and product adoption
• Serve as Support Team point of contact for change of ownership technology assistance; understand needs and work to provide timely solutions
• Foster positive and cooperative relationships through effective communication
• Provide best possible service by understanding restaurant needs, pain points, and goals

Qualifications:

• 3+ years of restaurant technology experience preferred
• Experience in McDonald’s restaurant technology, or similar, preferred
• Experience working with monitoring and incident management tools, such as Service Now, PowerBI, Service Now, Confluence, Jira, and SmartSheets preferred
• Clear, professional, and informative communication style
• Proactive problem-solver skilled in data analysis to identify issues and leverage appropriate resources for developing and executing effective improvement plans.
• Solutions-oriented approach
• Customer-centric mindset
• Ability to connect and facilitate discussions with Owner/Operators and stakeholders
• Detail-oriented, well organized, analytical and with independent reasoning and problem-solving skills
• Creativity in taking on complex tasks head on and generating solutions to complex issues

Additional Information:

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.