Sr. Manager, Digital Products Identification And Personalization (Outdoor Experience)

3+ months agoChicago, IL

Job Description

Refer A Friend

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. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.

From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. 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 Charities 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 outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

While most of us are working remote during COVID-19, we're excited to get back to our state-of-the-art headquarters in the booming West Loop of downtown Chicago! It's set up to be a global hub that cultivates collaboration:

  • Take a class at Hamburger University
  • Sample future items in our Test Kitchen
  • Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone. We are interested in people who enhance our company culture: Does this role interest you? We encourage you to apply even if you don't meet every single requirement!

Job Description>

We have built a new Digital Customer Engagement ("DCE") team to work closely alongside Global Technology in developing and deploying smart digital investments that improve experiences for our customers and drive visits, sales and cash flow for the system. Our collective vision is to make digital experiences more personal, more convenient and better value for our customers with an agile 'test, learn and improve' mindset. The role of the DCE team is to set the overall digital strategy and define digital customer solutions across ordering, payment, personalization, loyalty, and delivery. Together with Global Technology, we identify the most meaningful opportunities for our customers and our business, and we bring them to life through industry-changing products like Mobile Ordering and McDelivery. In addition to setting the overall digital vision and strategy, we help markets to accelerate opportunities, consolidate lessons to share across markets, measure progress and drive continuous improvement and enhancements to the McDonald's customer experience.

We are seeking a world-class product leader> to serve as Sr. Manager, Drive-Thru - Ordering and Menu Optimization Product to own the product customer journeys for identification and personalization for McDonald's Drive-Thru. The ideal candidate is a customer-obsessed, product visionary> who can lead and inspire cross-functional teams to deliver exceptional products that customers love.

In this role, you and your team of product managers will be responsible for leading discovery and translating the "voice of the customer" into the overall strategy and roadmap for how we embed identification and personalization in our Drive Thrus, while working with owners & operators around the world to ensure experiences are operationally viable and, most importantly, adopted and loved by customers and crew around the world. While you will obsess about your channel (Drive Thru), you will be a collaborative, omnichannel experience champion who puts the customer first and works closely with peers to deliver a seamless customer experience across all our touch points (e.g. App, Web, Kiosk).

Specifically, you will own the Drive-Thru product vision for identification and personalization, prioritize business requirements and translate requirements into features for agile development - leading a cross-functional effort that involves the DCE Capability and Design teams, and members of Product Engineering as key contributors. You and your product squad members will collaborate with a significant set of stakeholders around the world and will be missionaries who bring our markets along as partners in McDonald's digital ambition. You will work alongside Design and Product Engineering, leading them with compelling product visions, clear and aligned objectives, and by creating a customer obsessive culture. This role will report directly to the Sr. Director, Drive-Thru Experience.

  • Own and drive forward holistic digital product roadmap for McDonald's Drive-Thru identification and personalization products, including innovation opportunities
  • Ensure product roadmaps align with the leading-edge cross-channel vision for customers, with a focus on identification and personalization functionalities
  • Own final decisions, with Drive-Thru Lead, on backlog prioritization and refinement
  • Act as a key activist for customer centricity
  • Provide cross-functional leadership to agile product squads to deliver exceptional products for our customers, including day-to-day support (e.g., sprint meetings, rituals, OKRs)
  • Coordinate closely with key team members, including product and DCE leadership counterparts, market leaders, and cross-functional strategists to ensure priorities and feature requests are clearly understood
  • Lead interactions with markets as they relate to your product (coordinating with Product Engineering)
  • Drive discovery and play a key role in delivery with Global Technology development lead counterparts
  • Create and prioritize epics and user experiences during sprint planning, then work closely with scrum master and developers for agile delivery
  • Analyze progress and customer response to the Drive-Thru customer journeys, report on critical metrics and product release impacts
  • Oversee feedback process and approve UX design wireframes for Drive-Thru identification and personalization functionalities
  • Support product demos and end-user testing activities during sprint review cycles
  • Represent the business, both internal and external, in managing the backlogs and ensuring that the development team understands priorities and customer needs


Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.

Key Proficiencies include:>
  • Passionate, customer-obsessed leader looking to find new business solutions.
  • Leader and activist in agile development responsible for multiple product managers
  • Exceptional product evangelist, with experience dealing with diverse and global partners
  • Expertise in digital project and product planning, including product definition, feature prioritization, trade-off processes, and roadmap creation
  • Deep experience with agile product management
  • Experience driving agile transformation in a large organization with complex stakeholders
  • Ability to influence senior leaders and cross-functional partners in collectively aligning and executing against the product vision
  • Capable of finding product solutions our customers love, in a business that has complex operational and service delivery considerations
  • Knowledge and familiarity with UX design, customer experience, and drive-thru/off-premise technology systems/specifications and interdependencies
  • Passion for the customer and ability to ensure their needs are translated into a compelling experience
  • Good sense of curiosity with genuine desire to learn and think with agility
  • Identifying patterns/trends and applying them in new and unfamiliar situations
  • Confident working in a fast-moving environment, with a willingness to make quick decisions based on continuous prioritization and evolving customer needs

  • Bachelor's or Master's degree or equivalent work experience
  • Has experience working in an agile product management role
  • Managerial experience leading cross-functional teams and projects
  • Experience at a consumer/retail company preferred

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

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.

Job ID: McDonalds-REF1202B