Back in 1954, a man named Ray Kroc discovered a small burger restaurant in California, and wrote the first page of our history. From humble beginnings as a small restaurant, we’re proud to have become one of the world’s leading food service brands with more than 36,000 restaurants in more than 100 countries.
Customer Care Operations Supervisor
Company Description
McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald’s means thinking big and preparing for a career that can have influence around the world.
At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Job Description
We are looking for a Customer Care Operations Supervisor to join our team at our global corporate headquarters (MHQ) in Chicago, IL!
The Customer Care Operations Supervisor position resides within the U.S. Customer Care team, a part of U.S. Operations Business Services. The role’s primary responsibility is the on-going support and optimization of our customer-facing Customer Care contact center. This role maintains the Customer Care Operations team’s processes and procedures while providing our Care representatives updated and accurate resources to ensure customer interactions align with brand standards and business strategy. The Customer Care Operations Supervisor will develop a deep understanding of customer and restaurant procedures by facilitating regular touch points with HQ, field, and restaurant partners.
An integral part of the role is developing and manage relationships with key internal partners, which include U.S. Operations, Marketing, Communications, IT, Legal, and Digital.
Travel for this role may be up to 5%. This role follows a hybrid schedule.
Responsibilities
- Acts as a liaison to the contact center vendor to meet key performance indicators and drive continuous improvement.
- Documents, evaluates & refines, and communicates Customer Care processes and procedures.
- Maintains knowledge bases and tools that support contact center operations.
- Holds contact center vendor accountable to accurate quality standards through customer interaction quality reviews and calibrations, ensuring standards are being applied consistently and correctly.
- Coordinates responses to executive and high profile/VIP correspondence with appropriate corporate partners.
- Investigates and resolves customer concerns from the contact center vendor & internal partners in a timely manner.
- Develops and maintains training materials, documentation, and communications that support customer service representatives, customers, and Owner Operators in collaboration with the Customer Care team, internal partners, and the contact center vendor.
- Coordinates with Customer Care operations managers and internal partners in support of special projects that ensure the contact center is equipped to handle the volume and substance of inquiries.
- Analyzes quantitative and qualitative data to influence and update Customer Care procedures and tools.
Benefits eligible: Yes
Bonus eligible: Yes
The expected salary range for this role is $75,700 – $94,620 / 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.
Qualifications
- Experience in creating, publishing, facilitating, and maintaining structured training content that aligns with business needs.
- Contact center and/or customer service support experience (e.g., quality assurance, training, operations).
- Exceptional organizational skills (prioritization and support of numerous initiatives).
- Strong relationship builder, who effectively maintains connections, influences others, and meets key partners’ needs.
- Customer service software experience (e.g., case management, reporting, knowledge base).
- High School Diploma/GED is required; undergraduate degree is preferred.
Additional Information
Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.
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.
Associate Tech Support Analyst – Tech Bar
Our growth pillars emphasize the critical role technology plays as the best-in-class, global omni-channel restaurant brand. Technology enables the organization through digital technologies, and improving the customer, crew and employee experience each and every day!
Global Technology forging the way
Leading the digitization of our business is the Technology organization made up of innovation specialists who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of groundbreaking opportunities for the business. We take on technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge! This provides access to compelling career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.
Job Description
This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide outstanding foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers. Global Technology Infrastructure & Operations – Associate Tech Support Analyst, part of the Device Management and On-Site Support Team, reporting to a Sr. Manager of GTIO – End User Infrastructure & Operations, will be responsible for providing level 2 support at our Tech Bar in our headquarters in Chicago. As an Associate Tech Support Analyst, you will be responsible for working with your leadership team in developing and carrying out technology support for all GTIO services and ensuring the delivery of a seamless, simple, high quality support service while improving service value in line with the service vision.
The ideal candidate for this role will have experience working in a corporate IT environment and providing outstanding support to staff. They should be able to manage and solve all IT-related issues, as well as deliver training and support on new technologies and systems. They should have a high level of excellence in demonstrating communication skills, soft skills and interpersonal skills in order to communicate effectively with all levels of staff, from top level executives, admins or any new hire in any department. They must be able to humbly demonstrate one of the critical McDonald’s core values – serve the customer. They will be able to handle stressful situations, put people at ease, manage technology disruption if it occurs, and guide a situation to a clear and fast resolution.
Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $65,820 – $82,880 per year
Qualifications
· Provide personal, professional, high quality technical support and advice to end users
· Deliver fast, seamless technical support wherever staff are (in HQ office or remote)
· Install, configure, and troubleshoot hardware, software, and network devices for staff in office or at remote locations
· Upgrade, update or replace hardware and software in use by staff
· Understand, support, troubleshoot and manage or maintain user accounts, permissions, and access rights in accordance with company policy
· Diagnose and troubleshoot any issues related to end user productivity, communication or collaboration tools
· Train end-users on optimal usage of end user tools
· Gather and document requirements for new tools or end user services
· Understand how all IT services work and guide requests or escalations to other teams as needed
· Provide timely status updates on all issues and discerning when escalations need to take place
· Works with the team to handle the backlog of work, delivering value in agile sprints.
· Work closely with the HR team and help with onboarding new hires. Preparing devices, all the way through to onboarding the end user with a thorough tech handover & orientation.
· Familiar with IT Service Management
· A strong knowledge of end user hardware and software including Windows, macOS, and mobile devices (Android and iOS
Field Operations Consultant
Job Description
The Field Operations Consultant role conducts objective restaurant standards evaluations such as Operations Excellence Assessments, Food Safety visits and National Restaurant Building and Equipment Standards assessments. You will analyze restaurant performance across customer experience and operations brand standards. This position also develops a holistic restaurant operations skill set across all restaurant operations systems through ongoing assessment, training, and development.
- Conducts objective evaluations (i.e., Running Great Restaurants Visits, Food Safety Visits, Operations Excellence Assessments, Health & Safety Visits, and National Restaurant Building and Equipment Standards) to analyze restaurant performance across customer experience and McDonald’s operations’ Brand Standards
- Protects the McDonald’s brand by identifying issues that may pose risks to customer experience and brand perceptions
- Supports operational excellence by identifying restaurants that do not meet McDonald’s QSC (Quality, Service and Cleanliness) / safety standards
- Develops a holistic restaurant operations skill set across all Restaurant operations’ systems through ongoing training, learning, and certification in assigned area of expertise
- Builds deep expertise in Restaurant Operations and provides expert coaching and root cause analysis to Franchisees
- Serves as a Subject Matter Expert to provide support to restaurants as requested by Operators on specific operations initiatives (i.e.. Delivery, Drive-Thru, Digital, etc.)
- Uses system and initiative Subject Matter Expertise to drive Guest Counts, Sales, and cashflow through support of operations, initiatives, and Owner/Operator priorities by conducting Performance Excellence Sessions
- Collaborates with Franchise Business Partners to assist in developing a full restaurant consulting toolkit, monitor goals and key metrics, and drive business results
Benefits eligible: Yes
Bonus eligible: Yes
The expected salary range for this role is $75,700 – $94,620 / 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.
Qualifications
- Accurate, consistent evaluator that relies on measurable facts and observations
- Strong attention to detail and ability to keep reports and evaluations organized
- Effective time management skills to keep up with a demanding evaluation and travel schedule
- Quick learner capable of developing both a broad understanding of all Restaurant systems and deep expertise in certain areas
- Strong interpersonal skills and ability to build amicable relationships with Franchisee’s and restaurant managers
- Energetic leader with excellent social, communication and presentation skills. Solid influencing and facilitation skills
- Coachable learner with the desire for continuous learning
- Ability to work in an ever-changing environment
- Recognizes patterns and develops intuition around common restaurant performance issues
- Restaurant experience preferred
- High school diploma
