Supervisor, Operations Excellence

McDonald's Corporation • Chicago, IL

6d • $85,014 - $106,267

About The Position

This role supports operational excellence and continuous improvement across employee journeys, HR services, and employee-facing solutions within McDonald’s Global People Experience function. The position partners with HR, Service Delivery, Operations, Technology, and Analytics teams to identify employee and operational friction, analyze trends and feedback, support process and experience improvements, and measure outcomes. The work may span processes, technology, content, service interactions, and the overall employee experience.

The role also supports journey mapping, process discovery, future-state design, operational reporting, quality assurance, governance, and cross-functional improvement activities. It helps teams assess proposed enhancements, document impacts and dependencies, track actions and results, and use data and employee insights to improve experiences and operational outcomes. Success calls for analytical and problem-solving ability, clear communication, collaboration, attention to detail, organization, and adaptability in a fast-paced, matrixed environment.

Requirements

• Experience in HR operations, employee experience, service delivery, business operations, HR technology, continuous improvement, consulting, or a related field.
• Strong analytical and problem-solving skills, including reviewing data, identifying trends, and translating findings into insights and recommendations.
• Experience supporting process improvement, operational performance, quality assurance, governance, or employee/customer experience initiatives.
• Strong written and verbal communication skills and the ability to document processes, findings, actions, and recommendations clearly.
• Highly organized, proactive, and adaptable, with the ability to manage multiple priorities in a fast-paced, matrixed environment.
• Strong interpersonal skills and ability to collaborate across functions and stakeholder groups.
• Experience supporting workshops, working sessions, governance forums, or service review discussions.
• Ability to work with operational data, employee feedback, service trends, and quality findings to support continuous improvement.

Nice To Haves

• Bachelor's degree in HR, Business Administration, Operations, or a similar area is preferred.
• Familiarity with ServiceNow, SAP SuccessFactors, knowledge management systems, workflow tools, or employee-facing technologies.

Responsibilities

• Assess end-to-end employee journeys to identify opportunities to improve processes, policies, technology, content, and service interactions.
• Partner with HR, Service Delivery, Operations, and Technology teams to identify friction points, document root causes, and support improvements to employee and manager experiences.
• Support journey mapping, process discovery, and future-state design, documenting current-state processes, pain points, requirements, and improvement opportunities.
• Collect and analyze employee feedback, operational insights, service trends, and business data to identify recurring issues and improvement opportunities.
• Coordinate improvement activities and track actions, dependencies, risks, and outcomes across Operations Excellence initiatives.
• Support Change Request stakeholders by identifying and documenting employee experience, operational, dependency, and adoption considerations for proposed enhancements.
• Support continuous improvement across ServiceNow, SAP SuccessFactors, knowledge management, and other employee-facing technologies.
• Analyze employee feedback, service data, quality results, and operational trends; prepare insights, summaries, and recommendations for performance reviews and operational decision-making.
• Assist with maintaining dashboards, reporting, and supporting documentation that provide visibility into improvement opportunities and outcomes.
• Track improvement actions and help evaluate whether implemented changes achieve intended operational and employee experience outcomes.
• Partner with Service Delivery and Service Operations teams on quality assurance practices, governance routines, and continuous improvement activities.
• Review quality findings, operational performance, employee feedback, and service trends to identify potential improvements in experience, efficiency, and service effectiveness.
• Coordinate cross-functional working sessions and improvement activities, documenting and tracking actions, decisions, and follow-ups.
• Build working relationships across Global and Market HR, Technology, Operations, and Service Delivery teams.
• Prepare data, insights, process documentation, and recommendations to support stakeholder discussions.
• Contribute to Operations Excellence initiatives and special projects supporting evolving employee and organizational priorities.

Benefits

• Comprehensive health insurance, including medical, prescription drug, mental health, dental, and vision coverage
• Life insurance
• Bonus eligibility based on individual and company performance
• Sabbatical program
• Tuition assistance
• Flexible work arrangements

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level