Job Description

Our Corporate Home Office has an exciting opportunity for a CUSTOMER CARE OPERATIONS MANAGER!

The position leads the day-to-day strategy and execution of the Customer Contact Center operations (Social, Core [phone, email], McDonald’s App, and Loyalty). The role provides feedback to our Contact Center vendor to shape performance and ensure best-in-class capabilities are available for our business. This role is responsible for supervising the process of providing vendors the resources and information vital to be successful in responding to customer requests and inquiries across all channels in which we serve. In addition to ensuring the quality of customer care, the Customer Care Operations Manager holds the vendor accountable for meeting the contractual requirements (such as but not limited to SLAs, KPIs, etc.). This role handles critical issues from the vendor and coordinates appropriately to the proper McDonald’s MHQ partners. A successful individual in this role will work closely with a broad range of partners, including Owner Operators, field staff, as well as multiple MHQ departments to promote clarity, strategic alignment, and operational efficiency.

Key customers include U.S. Field operations staff, U.S. leadership, and Owner Operators; key partners and collaborators include U.S. Operations, Marketing, Communications, U.S. IT, Legal, Consumer Insights. Travel for this role may be up to 5%.

RESPONSIBILITIES

Principle responsibilities include, but are not limited to:

• Provides Contact Center vendor with the information, tools, and support vital for them to execute exemplary operations
• Connects with the U.S. MHQ departments to identify changes that will affect customers in the restaurants and takes the appropriate measures to prepare vendors to respond to those changes
• Provides vendor with the information and direction for developing training materials to accurately represent McDonald’s U.S.
• Owns, updates, and holds vendor accountable for referencing the McDonald’s knowledge management platform that houses information vital for responding to customers
• Advises and advances knowledge management tool upgrades and bugs to the appropriate parties
• Conducts frequent quality assurance activities on vendors’ performance to provide ongoing feedback
• Serves as the point person for collecting and responding to all ad-hoc customer comments / inquiries that come through miscellaneous channels within U.S MHQ
• Facilitates the renewal and maintenance of vendor contractual documents; proactively assesses opportunities for improving contract agreements
• Connects with vendor to align on expectations and surface opportunities for improvement on vendor performance
• Leads the contact center forecasting, projection and budget processes
• Oversees training of McDonald’s field Customer Service Representatives (CSRs) and manages development and execution of field support escalation process

Qualifications

BASIC QUALIFICATIONS:

• Experience with overseeing B2C customer Contact Center or similar function
• Coordinating multiple and changing priorities
• Making decisions and recommendations backed by data and willing to try new things
• Conceptual problem solver, who removes barriers for others and provides added value to the organization
• Exceptional communication, presentation, and interpersonal skills with the ability to convey information at various levels of granularity and tailor messaging to different partner audiences

PREFERRED QUALIFICATIONS:

• Experience leading and developing a team or Contact Center
• Basic understanding McDonald’s restaurant operations
• Customer focused and deliberate in efforts to influence similar behavior
• Able to quickly grasp new concepts and apply takeaways to multiple work streams
• Strong relationship builder, who creates effective working partnerships with key partners across the business to deliver solutions that improve restaurant and owner/operator organizational performance

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

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.