Manager, Operations Technology

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

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 McDonald's Technology platforms and systems
• Strategic Responsibilities supporting McDonald's 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