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Director, Technology Support

2 months ago

Chicago, United States McDonald's Full time

McDonald’s new 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.

Leading this revolution is McDonald’s Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Job Description

The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. The Support team serves as the link between technology products, their deployments, and our McD’s restaurants. We are looking for a Director to lead our Restaurant Technology Support team for the US market.

This Director will lead the team in incident & problem management, restaurant performance monitoring, and communication with other key US partners. This individual will lead their team day-to-day in the following responsibilities:

  • Problem Management – Analyzing data visualizations and support ticket data, alongside your team, to identify root causes ahead of partnering with other US Technology teams for E2E problem resolution
  • Act as a point of escalation for sophisticated or high-priority support issues, working closely with multi-functional teams to drive resolution and mitigate risks
  • Measurement – Identifying, generating, and taking ownership of critical metrics needed to monitor and supervise Restaurant Technology Support team success, and improvement over time tied to key strategies implemented
  • Vendor Management – Managing SLA and contract alignment with 3rd parties, effectively closing knowledge gaps with contractors, and assessing performance on a continuous basis
  • Knowledge Management – Communicating and creating effective information cascades for knowledge of new products and features
  • Lead major incident management efforts, including identification, escalation, resolution, and post-incident review
  • Coordinate cross-functional teams to address critical issues promptly and minimize business impact
  • Implement proactive measures to prevent recurring incidents and improve incident response processes
  • Executive Communication – Summarizing technical problems, their impact, and tactical next steps for an executive audience’s awareness
  • Continuous Improvement – Highlighting opportunities for enhancement of current processes and ways of working, tying back to the overall vision and strategy within US Technology Deployment, all backed by data-driven measurements
  • Supervise the delivery of technical support services to internal and external collaborators, ensuring timely resolution of issues and adherence to service level agreements
  • Monitor support ticket queues and workload distribution, identifying areas for optimization and resource allocation
  • Implement best practices and standard operating procedures to streamline support processes and enhance efficiency
  • Drive initiatives to optimize support processes, tools, and systems, using automation and technology to improve efficiency and effectiveness
  • Establish key performance indicators for the support team and regularly monitor metrics to assess performance and identify areas for improvement
  • Generate reports and presentations to communicate support team performance, trends, and recommendations to senior management
  • Prioritization – Leading a team of technical experts in strategic and operational goals while balancing short-term and long-term needs
  • Team Development - Defining opportunities for individual growth with reporting team members through effective goal-setting
  • Represent the Support Team in various projects and initiatives, demonstrating expertise and dedication
  • Be well-versed in all Support product areas, capable of providing backup support to team members, and facilitating cross-training to ensure seamless operations
  • Lead and empower a team of technical support specialists, providing guidance, coaching, and performance feedback
  • Foster a positive team environment that promotes collaboration, innovation, and continuous improvement
  • Set clear objectives and goals for the support team, ensuring alignment with departmental and organizational objectives
  • Mentor and develop team members to enhance their potential and performance
  • Partnerships – Establishing relationships with key stakeholders within the US Market ranging from senior leaders to individual contributors across multiple functions (e.g. Sr. Directors to engineers)
  • Key customers include US and Global Technology, Field Technology Teams, Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers.
  • Serve as the main point of contact for critical issues from internal groups and external partners
  • Communicate effectively with stakeholders regarding support status, incident updates, and resolution timelines
  • Collaborate with other teams to ensure alignment on support priorities and initiatives
  • Oversee the day-to-day operations of restaurant facing support teams, ensuring high-quality service delivery and customer satisfaction

Qualifications

  • 10+ years of experience in leading technology programs, issue resolution, and process optimization
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Solid understanding and experience in technology implementation processes, deployment functions, and post-deployment operational functions
  • Familiarity with monitoring and incident management tools such as New Relic, DataDog, ServiceNow, JIRA, and Confluence
  • Experience with quickly gathering insights from visual reporting tools including PowerBI and determining next-best-action
  • Disciplined program, project, and time management skills with the demonstrable ability to work in a multi-functional, distributed, and diverse workforce environment
  • Curiosity, with a proactive attitude - a bias towards actions and “getting things done”
  • Ability to jump “into the weeds” of data visualizations and support tickets, alongside your team, to effectively analyze and verify the true root cause has been identified ahead of solving
  • Experience in vendor management, especially for distributed teams across multiple technologies and/or deployment domains
  • Proven track record of the ability to build effective teams and leverage talent
  • Experience in driving clear outcomes and facilitating problem-solving “war rooms” for major incidents – supervising next steps, follow-ups, and interim communications proactively
  • Good communication and interpersonal skills, with the ability to effectively interact with partners at all levels of the organization
  • Experience working in a fast-paced, customer-focused environment, with a commitment to delivering exceptional service and support

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

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.