Sr Director, People Experience

Department Overview

McDonald’s has an exciting opportunity for a Sr. Director, GP Service Experience role based in our Chicago Office. This role will serve as the senior HR leader responsible for setting the strategy and providing oversight for the end-to-end "hire to retire" service experience across the global organization. The role represents the Global People (HR) perspective while bringing a Global Business Services expert lens to drive innovation, operational excellence, and employee-centric service delivery.

This role encompasses both digital service channels and operational people-focused contact centers (call, case, chat), and partners closely with the Enterprise Service Management (ESM) team to align efforts across IT, Finance, Procurement, and other functions that impact the employee experience. The Sr. Director leads a global team with staff based in the US and India, including both employees and third-party contractors.

Responsibilities

Strategic Leadership & Service Design

• Set the strategic vision for the global HR Contact Center function, aligned with enterprise shared services and HR transformation goals.
• Own the Hire to Retire service experience, ensuring consistency, scalability, and effectiveness across all regions and employee populations

Contact Center Operations & Delivery

• Oversee the global HR service delivery team responsible for Tier 0–2 support, ensuring delivery against SLAs, KPIs, and employee experience metrics.
• Implement service frameworks and operational models that balance efficiency, automation, and personalized support.

Employee Lifecycle & Core Operations Oversight

• Provide strategic oversight of H2R process execution including onboarding, offboarding, internal mobility, and retirement.
• Partner with HR Centers of Expertise and Legal on Employee Relations case intake processes, documentation standards, and escalations management.

Innovation & Continuous Improvement

• Lead innovation initiatives including the exploration and integration of Agentic AI and other emerging technologies to enhance service delivery and employee experience.
• Foster a culture of continuous improvement, leveraging agile methodologies and user feedback to evolve services

Contractor & Vendor Experience Management

• Lead the design and governance of the contractor lifecycle experience, working in partnership with Procurement, Legal, and vendor partners to ensure streamlined onboarding and compliance.
• Manage relationships with outsourced and third-party service providers, ensuring clear SLAs, performance metrics, and continuous improvement of services.

Governance Management

• Establish and maintain governance frameworks across key HR service processes.
• Leverage service insights to identify root causes and opportunities for innovation.

Primary Interface with Enterprise Service Management (ESM)

• Serve as the key HR representative to the Global ESM organization, ensuring alignment of HR services within enterprise-wide service delivery frameworks and technology platforms.
• Partner on platform strategy (e.g., ServiceNow), integration of HR workflows, and digital experience design across cross-functional service areas (IT, Finance, Facilities, etc.).

Qualifications

• Degree in Human Resources, Business Administration, or a related field; advanced degree preferred
• 15 years of experience in employee experience, human resources, or a related field, with a global leadership role
• 5-7 years of experience with digital employee experience tools and service platforms (ServiceNow and SAP SuccessFactors or equivalent)
• Proven ability to design and execute programs that enhance the employee lifecycle and workplace experience at large global organization e.g. Fortune 500
• Strong leadership skills with experience managing cross-functional teams and driving organizational change across the globe
• Excellent communication and interpersonal skills, with a focus on delivering impactful employee-facing communications
• Proven track record of managing and mentoring global teams across multiple regions
• Demonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global markets

Preferred Qualifications

• Process design/process engineering experience e.g. Six-sigma
• Human-centered design principles, including persona development and journey mapping
• Strong ability to influence others; able to build and drive a strong business case for people as a growth driver
• Continuous improvement and growth mindset

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $193,610 - $251,690 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.