Supervisor, Operations Excellence

Department Overview

McDonald's is a global leader in the quick-service restaurant industry, where innovation, collaboration, and technology play a vital role in delivering exceptional experiences for employees and customers alike. The Global People Experience (PEX) function brings together People, Technology, Operations, Service Delivery, and Data & Analytics capabilities to improve the effectiveness, quality, and experience of HR services and employee-facing solutions.

McDonald's has an exciting opportunity for a Specialist, Operations Excellence within Global People Experience. This role will support operational excellence and continuous improvement efforts across employee journeys, HR services, and employee-facing solutions.

The Specialist will partner across HR, Service Delivery, Operations, Technology, and Analytics teams to identify employee and operational friction, analyze trends and feedback, support process and experience improvements, and help measure outcomes. This role provides an opportunity to contribute to improvements spanning processes, technology, content, service interactions, and the overall employee experience.

Success in this role requires strong analytical and problem-solving skills, effective communication and collaboration, attention to detail, and an interest in using data and employee insights to improve experiences and operational outcomes.

Duties

Operations Excellence, Employee Experience & Continuous Improvement

• Support the assessment of end-to-end employee journeys to identify opportunities to improve processes, policies, technology, content, and service interactions.
• Partner with HR, Service Delivery, Operations, and Technology teams to identify friction points, document root causes, and support improvement activities for employee and manager experiences.
• Support journey mapping, process discovery, and future-state design activities, including documenting current-state processes, pain points, requirements, and improvement opportunities.
• Collect and analyze employee feedback, operational insights, service trends, and business data to identify recurring issues and potential improvement opportunities.
• Coordinate improvement activities and track actions, dependencies, risks, and outcomes across Operations Excellence initiatives.
• Support Change Request stakeholders by helping identify and document employee experience, operational, dependency, and adoption considerations associated with proposed enhancements.
• Support continuous improvement activities across platforms and capabilities including ServiceNow, SAP SuccessFactors, knowledge management, and other employee-facing technologies

Analytics, Insights & Performance

• Analyze employee feedback, service data, quality results, and operational trends to identify recurring issues and opportunities for improvement.
• Prepare insights, summaries, and recommendations to support performance reviews and operational decision-making.
• Assist with maintaining dashboards, reporting, and supporting documentation that provide visibility into improvement opportunities and outcomes.
• Track improvement actions and help evaluate whether implemented changes are achieving intended operational and employee experience outcomes.

Quality, Partnership & Stakeholder Support

• Partner with Service Delivery and Service Operations teams to support quality assurance practices, governance routines, and continuous improvement activities.
• Review quality findings, operational performance, employee feedback, and service trends to help identify potential improvements in experience, efficiency, and service effectiveness.
• Coordinate cross-functional working sessions and improvement activities, ensuring actions, decisions, and follow-ups are documented and tracked.
• Build effective working relationships across Global and Market HR, Technology, Operations, and Service Delivery teams.
• Support stakeholder discussions by preparing data, insights, process documentation, and recommendations.
• Contribute to Operations Excellence initiatives and special projects that support evolving employee and organizational priorities.

Qualifications

• Bachelor's degree in HR, Business Administration, Operations or similar area is preferred.
• Experience in HR operations, employee experience, service delivery, business operations, HR technology, continuous improvement, consulting, or a related field.
• Strong analytical and problem-solving skills with the ability to review data, identify trends, and translate findings into meaningful insights and recommendations.
• Experience supporting process improvement, operational performance, quality assurance, governance, or employee/customer experience initiatives.
• Strong written and verbal communication skills, with the ability to clearly document processes, findings, actions, and recommendations.
• Highly organized, proactive, and adaptable, with the ability to manage multiple priorities in a fast-paced, matrixed environment.
• Strong interpersonal skills and the ability to collaborate effectively across functions and stakeholder groups.
• Experience supporting workshops, working sessions, governance forums, or service review discussions.
• Familiarity with platforms such as ServiceNow, SAP SuccessFactors, knowledge management systems, workflow tools, or employee-facing technologies is preferred.
• Ability to work with operational data, employee feedback, service trends, and quality findings to support continuous improvement.

Compensation

Bonus Eligible: Yes

Long - Term Incentive: No

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $85,014.00 - $106,267.00 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.