Manager, Customer Engagement

Job Description: 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 ofoutstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements. Department Overview The Customer Engagement & Experience team in US Marketing nurtures profitable customer relationships through meaningful engagements and seamless experiences by leveraging data, innovation, and technology. We relentlessly pursue ways to remove friction and add delight for customers and crew throughout their journeys, enabling more ways to enjoy McDonald’s across digital channels –from the Mobile App, self-ordering Kiosks, to Digital Menu Boards (DMBs). We also oversee the digital customer engagement strategy, investment, and execution across all owned channels. As a team member of the Digital Menu Boards Experience team, you get to join us in directly shaping & influencing how consumers experience our brand and our food at the most critical point of the ordering journey. As our largest sales driver channel, Drive-Thru is where McDonald’s meets customers at the speed of life. It’s our biggest day-to-day consumer channel, where convenience becomes loyalty, and seconds shape satisfaction. In a lane measured in moments, every interaction is a chance to make the experience feel effortless, personal, and unmistakably McDonald’s. This role exists to elevate that journey, turning operational realities, customer behavior, and data-driven merchandising into a Drive-Thru experience that drives visits, value, and trust. As a Manager on this team, you will serve as a key execution leader and connector across Marketing, Technology, Operations, and agency partners, ensuring that strategic priorities are translated into well-executed, scalable solutions across the DMB ecosystem. You will own end-to-end delivery of key initiatives, drive test-and-learn innovation, and influence cross-functional teams to deliver measurable business outcomes. Duties Digital Menu Boards (DMB) Execution & Optimization Own execution of DMB initiatives, translating marketing strategies into actionable platform and CMS requirements Drive optimization of menu board experiences across Drive-Thru and Front Counter, leveraging data, testing, and customer insights Partner with Technology teams to ensure solutions are feasible, scalable, and aligned with business needs Support ongoing evolution of DMB 2.0 capabilities, balancing innovation with operational realities Cross-Functional Leadership & Delivery Lead cross-functional workstreams across Marketing, Technology, Operations, Customer Insights, and Global partners Align stakeholders on priorities, timelines, and deliverables to ensure seamless project execution Proactively identify risks, dependencies, and tradeoffs; recommend solutions to maintain progress Act as a key point of contact for agency partners, guiding development of initiatives and project plans Test & Learn Innovation Support the design and execution of test-and-learn initiatives to improve customer experience and business performance Partner with analytics and insights teams to define success metrics and extract actionable learnings Scale successful pilots into broader system implementations Global-to-U.S. Execution Support deployment of global restaurant platform initiatives in the U.S. market Adapt global strategies to meet local business needs, ensuring alignment with KPIs and timelines Coordinate across teams to ensure smooth rollout and adoption Program & Project Management Manage multiple concurrent initiatives, ensuring clear prioritization and alignment across stakeholders Maintain project plans, track milestones, and ensure delivery against KPIs Drive clarity and communication across complex, matrixed environments Stakeholder Communication & Influence Build strong relationships across cross-functional teams and levels Communicate effectively to translate technical concepts into business impact Contribute to storytelling that demonstrates value, drives alignment, and supports decision-making Qualifications Bachelor’s degree in Marketing, Business Administration, or related field 4–6+ years of experience in marketing, digital, or technology-related roles Experience leading cross-functional initiatives in matrixed organizations Strong project management skills with ability to manage multiple workstreams simultaneously Experience working with or supporting digital platforms, CMS tools, or customer engagement technologies Ability to influence stakeholders without direct authority What Sets You Apart Strong balance of strategic thinking and hands-on execution Ability to connect customer needs, business goals, and technical feasibility Proven ability to drive alignment and deliver results in complex environments Comfort navigating ambiguity and adapting to evolving priorities Passion for innovation and improving customer experiences through digital solutions Compensation Bonus Eligible: Yes Long - Term Incentive: Yes Benefits Eligible: Yes Salary Range The expected salary range for this role is $107,684.00 - $134,605.00 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; a 401(k) plan; adoption assistance program; educational assistance program; flexible ways of working; and time off policies (including sick leave, parental leave, and vacation/PTO). 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 View email address on click.appcast.io . Reasonable accommodations will be determined on a case‑based 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 #J-18808-Ljbffr McDonald's