Manager, Operations Excellence

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 of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements. Department Overview McDonald’s has an exciting opportunity for a Manager, Operations Excellence (Performance Management). This role is responsible for managing GBS Finance service performance by acting as the primary point of contact for segment leads and corporate finance teams, monitoring KPIs, and resolving issues. This high‑impact role positions you at the center of enterprise transformation, where you'll shape foundational service management operations, orchestrate governance execution, lead demand intake and assessment processes, and manage the end‑to‑end change control process. Key Responsibilities Manage and execute service catalog and SLA governance processes, ensuring offerings meet customer needs and deliver consistent, high‑quality experiences. Coordinate cross‑functional governance activities, shaping agendas, facilitating decision‑making forums, and driving accountability for customer‑centric outcomes. Build and maintain strong relationships with key stakeholders, fostering collaboration and alignment on initiatives that improve customer experience across functions and geographies. Lead feedback collection and action planning cycles, turning customer insights into targeted improvements in service delivery and user satisfaction. Monitor and report on experience‑related performance metrics, analyzing trends and implementing improvement plans to enhance service quality. Prepare and present functional performance reviews, synthesizing customer experience insights and recommending actions to leadership. Support risk assessment and continuity planning, ensuring service reliability and minimizing customer impact during disruptions. Drive continuous improvement initiatives focused on customer experience, leveraging automation and process diagnostics to simplify and enhance interactions. Oversee capability‑building programs for GBS staff, ensuring training and coaching emphasize customer‑centric behaviors and service excellence. Support large vendor contracts to ensure alignment with Global Finance priorities and expectations. Knowledge and Skill Requirements Bachelor's degree required. 4‑6 years of leadership experience in service management, governance, customer experience, operational risk, and portfolio and demand management within a global business or shared services environment. Proven ability to lead high‑performing teams, drive alignment across diverse stakeholders, and deliver results in a global organization. Exceptional communication skills, both written and verbal, with the ability to engage and influence senior executives across the business and enabling functions. Demonstrated success in establishing governance frameworks, intake and prioritization processes, risk strategies, and customer experience operations. Strong, professional interpersonal and communication skills, both verbal and written. Highly organized, proactive, and adaptable, with the capability to manage multiple priorities in a fast‑paced, ambiguous environment. Leadership presence with demonstrated success managing stakeholder expectations, guiding governance forums, or facilitating service review discussions. Compensation Bonus Eligible: Yes Long‑Term Incentive: Yes Benefits Eligible: Yes Salary Range The expected salary range for this role is $115,872.00 – $144,840.00 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. Benefits Eligibility This position offers health and welfare benefits, including but not limited to comprehensive health insurance (medical, prescription drug, mental health, dental, vision), 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). Equal Employment Opportunity Statement 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‑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. #J-18808-Ljbffr McDonald's Corporation