Sr Manager, Service Management

Company Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential.

Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world. At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family.

From support of Ronald McDonald House to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

Department Overview The Senior Manager, Service Experience & Design Lead is responsible for designing and executing end-to-end service experiences across digital employee touchpoints (e.g., ServiceNow). This role translates enterprise standards into intuitive, consistent, and scalable user experiences, focused on journey design, channel interactions, and usability.​ Working closely with the Service Experience Lead and cross-functional teams, this role ensures service experiences are easy to navigate, seamlessly connected across channels, and continuously improved based on user behavior and feedback.

Success is measured by the ability to reduce friction, improve usability, and drive adoption of well-designed self-service and supported experiences.

Duties Deliver a seamless, end-to-end service experience across digital employee touchpoints (e.g., ServiceNow) that is intuitive, consistent, and easy to navigate​ Ensure enterprise service experiences are consistently designed and executed using standardized frameworks, patterns, and design principles​ Define and evolve service journeys and persona-based experiences that reflect how employees actually engage with services​ Improve usability and reduce effort across key service journeys, resulting in simpler, faster, and more intuitive user experiences​ Eliminate friction points across service interactions, driving measurable improvements in journey completion and user experience​ Create a consistent, connected multi-channel experience across portal, chatbot, virtual agent, mobile, and agent-assisted channels​ Enable seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests​ Drive increased adoption of self-service experiences through intuitive design that guides users to resolve needs without escalation​ Ensure experience designs effectively leverage automation and AI capabilities, improving resolution speed and reducing dependency on manual support​ Continuously identify and close experience gaps by analyzing user behavior, journey performance, and channel usage patterns​ Translate experience insights into tangible design improvements and enhancements that improve usability and overall service experience​ Build alignment and adoption of service experience standards across functions, ensuring consistency in how services are designed and delivered

Qualifications

• Bachelor's degree required, MD preferred​ 8+ years of experience in service design, user experience (UX), or enterprise service management within large, complex organizations ​ Strong expertise in, service journey mapping and persona-based design, user experience (UX) and interaction design, process simplification and experience optimization​ Experience designing and improving multi-channel service experiences (e.g., portal, chatbot, virtual agent, agent-assisted support)​ Experience with enterprise service platforms such as ServiceNow or equivalent​ Proven ability to translate user needs and business requirements into practical, scalable design solutions​ Comfortable navigating ambiguity and fast-evolving environments, with a proactive mindset and the ability to bring structure and clarity to complex challenges​ Strong, professional interpersonal and communications skills, both verbal and written​ Highly organized and detail-oriented, with the ability to manage competing priorities and maintain high-quality output in a fast-paced and ambiguous environment
• Compensation
• Bonus Eligible: YES Long
• Term Incentive: YES Benefits Eligible: YES

Salary Range

The expected salary range for this role is $152,678.00 - $190,847.00 per year The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.

Additional Information

Benefits eligible: This position offers health and welfare benefits, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job.

If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis.

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. oswaldo.velarde@mxc.mcd.com