Sr Manager, Customer Engagement (Digital Menu Boards)

The Customer Engagement & Experience team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. We relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels – from the Mobile App, self-ordering Kiosks, to Digital Menu Boards (DMBs).

We also oversee the digital customer engagement strategy, investment, and execution across all owned channels. Within the Customer Experience sub-team, we focus on driving innovation across the digital and restaurant customer journeys and platforms, ensuring every interaction feels intuitive, rewarding, and on-brand. Focus areas include delivering personalized experiences throughout the user flow, UX/UI optimization, integrated promotions & loyalty strategies, as well as menu board enhancements that deliver on ongoing and future business needs, while continuously refining and improving learnings through data-driven insights & testing.

As a team member of the Digital Menu Boards Experience team, you get to join us in directly shaping & influencing how consumers experience our brand and our food at the most critical point of the ordering journey.

As our largest sales driver channel, Drive-Thru is where McDonald’s meets customers at the speed of life. It’s our biggest day-to-day consumer channel, where convenience becomes loyalty, and seconds shape satisfaction. In a lane measured in moments, every interaction is a chance to make the experience feel effortless, personal, and unmistakably McDonald’s.

This role exists to elevate that journey, turning operational realities, customer behavior, and data-driven merchandising into a Drive-Thru experience that drives visits, value, and trust.

As the Senior Manager in this team, you’ll be responsible for ensuring that marketing priorities translate into scalable, executable solutions across our digital menu board (DMB) ecosystem, both inside our restaurants and at the Drive-Thru.

This role is critical to aligning decisions and keeping teams connected, sitting at the intersection of Marketing, Technology, Operations, Agencies, and systemwide stakeholders.

What we’re looking for:

Success in this role comes from strong judgment and relationship building, ability to manage system complexity, and a deep excitement to continue pushing for innovation and effectiveness that unlocks growth opportunities that address consumer and industry trends, driving incremental visits and improving our business performance.

What Sets You Apart:

• You’ve worked in highly matrixed projects where alignment matters as much as execution
• You’re known for connecting the “why,” “how,” and “what now”
• You bring structure, clarity, and calm to complex initiatives, comfortable operating without a playbook
• You can flex between strategic planning and hands-on problem solving
• You’re trusted for your judgment, perspective, and ability to navigate competing priorities

• Digital Menu Board (DMB) Leadership

• Serve as the day-to-day Marketing strategic and execution lead for DMB 2.0 ordering experience, leading optimizations, capabilities and strategic design for our largest ordering channels in Drive-Thru and Front Counter.
• Own the translation of marketing needs into content management system (CMS) and platform requirements, balancing Marketing critical needs & ambitions with feasibility & deployment realities.
• Act as the Marketing SME across stakeholder groups across the system to ensure the program’s successful launch and adoption.
• Anticipate and proactively manage tradeoffs across scope, timing, and feasibility, serving as an escalation point when constraints emerge.

• Global-US Execution Lead

• Champion and execute large-scale Global restaurant platform initiatives in the U.S. by serving as the market subject matter expert under the Customer Experience vision.
• Ensure successful delivery by aligning key milestones and KPIs, adapting Global concepts for local implementation, and effectively communicating impacts, interdependencies, and cross-team navigation to drive seamless execution.

• Champion Test & Learn initiatives

• Design and execute "test and learn" initiatives that drive meaningful innovation and maximize business impact.
• Collaborate closely with cross-functional teams —including US Marketing cross-functional teams, Customer Insights, SIP/BI/Data Analytics, US Technology as well as Global partners—to ensure each experiment is strategically aligned and delivers actionable results. Your ability to coordinate these efforts will be essential in shaping the future of our business and enhancing the overall customer experience.

• Strategic Cross-Functional Influence & Storytelling

• Collaborate across Global, U.S., and Operator teams to align on priorities and deliver against key KPIs and shared goals, ensuring marketing needs are understood, sequenced, and delivered to varied levels of technical and business understanding.
• Champion innovation and future-forward experiences in partnership with global, Tech, Operations, Restaurant Design, SIP & Marketing teams.
• Ability to articulate and develop a compelling narrative to drive DMB2.0 adoption across the system, that demonstrates how 2.0 enhances customer experience and deliver measurable financial impact, ensuring alignment and buy-in from key stakeholders including OPNAD, and subcommittees (Ie. Digital/Omni-channel, M-Tech, Restaurant Task Force etc)
• Ability to lead & enable large complex initiatives and teams to test, sell-in and deploy across system

• Project Management & Leadership

• Serve as the primary strategic liaison for agency teams, overseeing the development, execution, and successful delivery of high-impact initiatives and comprehensive project plans.
• Bring organization and clarity to a high volume of parallel workstreams, setting priorities, sequencing work, and ensuring teams remain aligned amid shifting dependencies and timelines.
• Ensure continuity of knowledge, context, and decision history to enable faster, better decision making.

• People Leadership

• Opportunity to manage and grow a small team with direct reports
• Build essential people leadership skills through hands on coaching, development planning, and exposure to complex cross functional work that prepares leaders for the next level-leadership skills through exposure, hands-on coaching and development planning

• Bachelor’s degree in Marketing, Business Administration, or related field
• 7+ years of experience in marketing, digital, or technology-adjacent roles
• Familiarity with content management platforms and digital customer engagement ecosystems
• Experience working closely with technology teams and have basic understanding software development dependencies is a plus but not mandatory
• Proven ability to influence teams and levels without direct authority
• Project leadership experience across complex, technical initiatives preferred