Sr Manager, Product Management

McDonald's Corporation•Chicago, IL

3d•$152,678 - $190,847

About The Position

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.

Requirements

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

Nice To Haves

Experience with customer support/care and/or feedback platforms
Experience working in a global organization, preferably matrixed, franchised, and in the consumer/retail sector

Responsibilities

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