Sr Manager, Product Management

Job Description:

Company Description:

McDonald's growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald's will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.?

McDonald's Global Technology is here to power tomorrow's feel-good moments.??

That's why you'll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time.?Using AI, robotics and emerging tech, we're digitizing the Golden Arches. Combine that with our unparalleled global scale, and we're reshaping all areas of the business, industry and every community that is home to a McDonald's restaurant.?We face complex tech challenges every day. But that's where our diverse and talented teams come in. They're made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.??

Check out the McDonald's ?Global Technology Technical Blog ( ?to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.?

Department Overview

McDonald's growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts, we are using our competitive advantages to further strengthen our brand. McDonald's Global Technology is here to power tomorrow's feel-good moments. ? That's why you'll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. ? We face complex tech challenges every day. But that's where our diverse and talented teams come in. They're made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced. Check out the McDonald's ? Global Technology Technical Blog ( ? to learn how technology and our global team are directly enabling the Accelerating the Arches strategy.

This opportunity is within the? Commercial Products & Platforms - Consumer Product team that develops digital platforms and experiences that delight our customers and enable marketers to deepen customer relationships. As Product Manager - Customer Support , you will shape and lead the platforms collecting customer feedback and supporting customer service agents in assisting McDonald's customers. This remit includes opportunity to standardize and upgrade what we do today into a more robust, scaled offering. This role reports to the Director, Product - Accounts Platform.

The ideal candidate blends technical expertise, strategic thinking, ability to influence and align across the McDonald's system, and creative problem-solving skills to address customer and marketer needs. They navigate trade-offs across flexibility, scale, speed, cost, reliability, and compliance. This role will work closely with cross-functional teams (including other Product Teams, Engineering, Data, Architecture, and Operations), Market & Segment teams, and vendor partners.

Duties

Product Strategy & Roadmap:

Translate business and product domain strategy into actionable strategy and roadmap for this product area. Define capabilities to support long-term platform health and flexibility, not just the features we are building today.

End-to-End Product Development:

Define and prioritize platform standards, features, user stories, and backlog items in partnership with cross-functional teams, ensuring clarity and alignment across architecture, channel product teams, marketing, legal, and analytics. Partner with Engineering and Scrum Master(s) to manage squad ceremonies. Represent platform priorities and trade-offs in cross-team planning, major initiatives, and leadership forums.

Product Sense & Market Analysis:

Partner with Global Operations and Market teams to develop a keen understanding of customer support, feedback, and current state. Use market insights to keep the platform competitive and user-centric.

Performance & Optimization:

Define and track product analytics and outcomes (e.g., reuse of capabilities, faster enablement), ensuring data-driven decisions. Conduct post-launch evaluations to prioritize future product iterations.

Stakeholder Management:

Partner with Channel teams, Operations, Segment/Market teams, and vendor partners to drive buy-in/adoption and inform trade-offs.

Qualifications

3-5 years of product management experience, including application of agile delivery practices

Bachelor's degree in business, operations, computer science, or an equivalent

Technical fluency - experience on back-end platforms and working with vendor partners, with the ability to speak to areas including APIs, workflows, and system boundaries

Demonstrated success managing highly cross-functional products and/or initiatives, including influencing stakeholders in complex organizations

Ability to synthesize competing asks and ambiguity into a clear product vision and prioritized strategy, grounded in enterprise needs and economics

Excellent communication and presentation skills; clearly communicates complex concepts and rationale to both technical and non-technical audiences

Desired, not required:

Experience with customer support/care and/or feedback platforms

Experience working in a global organization, preferably matrixed, franchised, and in the consumer/retail sector

Compensation

Bonus Eligible: Yes

Long - Term Incentive: Yes

Benefits Eligible: Yes

Salary Range

The expected salary range for this role is $152,678.00 - $190,847.00 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.

Additional Information:

Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.

Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald's long-term incentive plan.

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 [email protected]. 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.

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

Requsition ID: 4133