Job Description

OTP’s (or Operations Technology Professionals) are trained engineers who work directly for McDonalds franchisees and supplement them by providing restaurant level technical expertise needed to deploy and support McDonalds cutting edge technologies. The OTP Program was founded nearly a decade ago to ensure the training, technical tools, and cross-franchisee relationships of the OTP’s are aligned with our overall business initiatives while still addressing one of the Global IT key pillars: Keep Systems Up and Running. While USIT strives for efficient technology performance of all systems, there are times when expectations are not met. The OTP program uses technical restaurant details to identify early deployment obstacles to new initiatives. Ultimately, they remove those obstacles by developing software/hardware solutions and prevent help desk calls impacting franchisee and customer experiences. Management and continuous improvement of this program directly translate to growth and sustainability in all elements of the US technology platform.

The US Restaurant Senior Project Manager- OTP Program, will:

• Liaise with US Field Resources to prepare for, communicate, and deploy technology solutions
• Generate cross-functionally outstanding deployment solutions with other team members of the US Technology Deployment Team using intimate knowledge of both in-restaurant operational behaviors along with out-of-restaurant processes.
• Analyze OTP trend data (e.g., OTP training sessions, deployment needs, and field feedback) to further improve the adoption of the OTP Program by McDonalds franchisees as well as advancing its impact on speed, efficiency, and restaurant uptime for technology deployments.
• Maintain and expand relationships with highly recognized OTP’s across the country to provide McDonalds leadership a field “pulse perspective” of technology reliability from our franchisees.
• Leverage established relationships with McDonalds Leadership to coordinate and plan for large OTP/Field interfaces such as our yearly OTP Conference
• Participate in corporate initiatives and/or lead department initiatives or high-demand projects with limited direction.
• Provide strategic direction for technology updates to our primary tool for OTP’s to maintain their restaurants- the OTP Web Portal.
• Key customers include multi-functional teams within US IT, OTP’s, USORT, Field (FIDs, OTMs), Operations, Product Development Teams, Deployment Services, Owner/Operators and Suppliers.

Qualifications

CORE RESPONSIBILITIES:

People/Relationship Management

• Ultimately focused on providing the best possible Owner/Operator and restaurant crew experience with US IT products & services
• Build strong relationships & teamwork between teams within US IT, Field Partners/OTP’s, USORT, and related business teams
• Nurture and handle strategic relationships with internal/external customers and suppliers, external company counterparts, and industry and trade associations to garner standard methodologies to continually improve training options, identification, and measurement of top OTP qualities
• Partner with Operators on the Restaurant Technology Board (RTB) Deployment and Support team to collaborate on solving issues related to deployment of technology
• Act as the main liaison with the OTP Community
• Develop communications pertaining to significant changes in restaurant technology suppliers/programs by partnering with Communications Team
• Develop a restaurant technology deployment strategy as it relates to OTP collaborative deployments
• Work with suppliers and key customers to ensure standard methodologies are in place for implementation of tools/methodology.

Product Support

• Assess the true impact of technology reliability by assessing the under-reported workarounds.
• Lead efforts to provide solutions directly to OTP’s in the wake of temporary system outages
• Facilitate long-term improvements to the resolution of support related issues from the field, Home Office and Operators after the escalation process has failed

EXPERIENCE REQUIREMENTS:

• Minimum of 5 years experience in Help Desk/Service Desk with progression of increasing responsibility
• Minimum of 5 years of People Management Experience
• BA or BS in Business or Technology related field, Graduate degree preferred
• Outstanding communication skills across various channels
• Experience analyzing software and hardware co-dependencies
• Experience in deploying solutions to a system
• Outgoing, relationship driven, organized, with validated ability to solve complex problems and lead various relationships
• Customer service experience
• McDonald’s restaurant technology experience highly referred
• Experience with ServiceNow, Jira, and/or other incident management tools
• Experience with Technical Support Optimization

Additional Information

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Nothing in this job posting or description should be construed as an offer or guarantee of employment.