Manager, Operations Excellence

McDonald's Corporation•Oak Brook, IL

2d•$115,872 - $144,840

About The Position

McDonald’s has an exciting opportunity for a Manager, Operations Excellence (Performance Management). This role is responsible for managing GBS Finance service performance by acting as the primary point of contact for segment leads and corporate finance teams, monitoring KPIs, and resolving issues. This high-impact role positions you at the center of enterprise transformation, where you'll shape foundational service management operations, orchestrate governance execution, lead demand intake and assessment processes, and manage the end-to-end change control process.

Requirements

Bachelor's degree required
4-6 years of leadership experience in service management, governance, customer experience, operational risk, and portfolio and demand management within a global business or shared services environment
Proven ability to lead high-performing teams, drive alignment across diverse stakeholders, and deliver results in a global organization
Exceptional communication skills, both written and verbal, with the ability to engage and influence senior executives across the business and enabling functions
Demonstrated success in establishing governance frameworks, intake and prioritization processes, risk strategies, and customer experience operations
Strong, professional interpersonal and communications skills, both verbal and written
Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in fast-paced, ambiguous environment
Leadership presence with demonstrated success managing stakeholder expectations, guiding governance forums, or facilitating service review discussions

Responsibilities

Manage and execute service catalog and SLA governance processes, ensuring offerings meet customer needs and deliver consistent, high-quality experiences.
Coordinate cross-functional governance activities, shaping agendas, facilitating decision-making forums, and driving accountability for customer-centric outcomes.
Build and maintain strong relationships with key stakeholders, fostering collaboration and alignment on initiatives that improve customer experience across functions and geographies.
Lead feedback collection and action planning cycles, turning customer insights into targeted improvements in service delivery and user satisfaction.
Monitor and report on experience-related performance metrics, analyzing trends and implementing improvement plans to enhance service quality.
Prepare and present functional performance reviews, synthesizing customer experience insights and recommending actions to leadership.
Support risk assessment and continuity planning, ensuring service reliability and minimizing customer impact during disruptions.
Drive continuous improvement initiatives focused on customer experience, leveraging automation and process diagnostics to simplify and enhance interactions.
Oversee capability-building programs for GBS staff, ensuring training and coaching emphasize customer-centric behaviors and service excellence.
Support large vendor contracts to ensure alignment with Global Finance priorities and expectations.