Director, Customer Experience Global Operations

McDonald’s is built on the foundation of Running Great Restaurants. Join the high-performing team responsible for enabling our restaurants to operate at their best and deliver an exceptional customer experience every day. Global Operations supports markets to ensure they have operational solutions that solve the needs of today, while looking ahead to our future.

In this critical role as Director, Global Operations Strategy and Standards you will be responsible for leading McDonald’s Operations simulation, modelling, process design & analytics program which supports all facets of the business solving unique business problems in addition to providing strategic, data-led business reporting and tool management for Global Operations team.

This position reports to the Senior Director, MCX Global Operations Strategy and Standards and is based in Chicago, IL at the McDonald’s Headquarters (MHQ) with regular support to Innovation Center in Romeoville Illinois for next 6 to 9 months.

Accountabilities and Responsibilities

• Support collaboration and change management within Global Operations as well as cross-functional teams and Segment/Markets
• Build/support broad Operations network to understand market opportunities and needs, striving for continuous improvement in operations grounded in key insights.
• Ownership of the end-to-end process and development of Global Restaurant Operations enhanced simulation strategy.
• Bring Operations understanding to enterprise data needs via membership of key Data Strategy groups.
• Applies knowledge to develop strategic points of view to support business growth drivers and improve seamless and memorable experiences for both our customers and restaurant teams.
• Serve as a visible and trusted partner to market stakeholders and functional leaders, support global market Innovation Center visits providing effective use of modelling tools and simulation as an extension of physical testing to solve operational business problems.
• Define strategic operations reporting needs of the business and lead Operations reporting for key Senior Leadership Stakeholders
• Lead cross-functional teams inclusive of corporate & market teams, focused on simulation strategy to support key business priorities.
• Collaborate with our Innovation hub team (Speedee Labs) with process design and digital prototyping within Discovery spaces and Mission workstreams.
• Lead a team of industrial engineers, data scientists and data specialists to answer key business problems through a robust simulation and modelling program, delivering state of the art visuals and gleaning insights to develop key narratives to guide the wider enterprise and mission teams.

• Working knowledge and or experience managing teams using data analytics platforms, data visualization tools and Simulation Software or similar.
• Three to five years business experience with progressive responsibilities leading teams and driving strategy at the Manager band or higher, experience in operations and data analytics preferred.
• Ability and willingness to travel due to Global role scope & project.
• Held previous roles in working in global functional teams / and or market experience in Operations.
• Bachelor’s Degree in related field (e.g., Business, Operations Research, Industrial Engineering, Analytics).

• Comfortable with ambiguity and skilled in defining / bringing structure to solve business problems.
• Is a proactive self-starter, committed to team growth through shared learning and communication.
• Must have strong influencing skills and be able to work across lines of senior management, agency/vendor partners and other staff as appropriate to build an engaging stakeholder network.
• Understands customer and market opportunity and works relentlessly to support or deliver solutions.
• Effective communication skills with the ability to convey concepts and narratives in a compelling manner across all stakeholder groups.
• Create an environment of high level of accountability and have a strong bias toward action.
• Possess a keen ability and willingness to learn.
• Enjoy working with a diverse team and internal/external customers around the world.
• Think at a Global, enterprise level, can understand and represent multi-layered global and market audiences.

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