Sr. Manager, Sales Support - McDonald's

The Manager, Client Services in the Sales Support Project Department leads a team 4-6 McDonald's Operations' Project Managers (McOPMs) and 5-7 Technical Operations' Specialists in the execution of McDonald's scheduled service initiatives and Operations' supports as well as Quality support via various Quality Maintenance Programs (QMPs) and technical expertise. This role is the strategic process owner for scheduled service and operational partnership related to daily operations and key McDonald's initiatives. The Manager will work to maximize the positive impact of execution efforts, effective communication and partnership with TMD, NAOU, and 3rd Party Partners. The role will also serve as a direct manager to steward value of the team's contributions and remove barriers for the team, TMD, and the Customer. The role will provide strategic direction to team and cross-functional partners as well as positively impact the day to day operations of the team by streamlining, improving, and sustaining processes, communication, and technology.

• Ownership of overall Scheduled Service process management
  • Understand and Manage schedule service activity and pipeline; align appropriate resources from team.
  • Develop guidelines based on initiatives and socialize with team; guide definition of scope & success criteria; ensure PMs leverage available procedures and counter measures.
  • Collaborate with PMs and partners to initiate, execute, and evaluate success of initiatives.
• Seek out voice-of-the-customer and voice-of-the-client; continuously evolve project offerings in line with VOC feedback.
• Influence technology roadmap with an eye towards enhanced quality, maximum efficiency, and ease of replication/scale.
• Benchmark: import external best practices (e.g. processes, technology) to maximize effectiveness; measure and compare with other teams.
• Develop and Engage Team.

• Nurture value-add client relationships, understanding requirements and evolving customer-oriented solutions.
• Understand client expectations, desired initiative impact, and customer dynamics to credibly advocate for Sales Support recommendations & approaches.
• Where appropriate, negotiate with clients about variables (eg timeline, approach, resource requirements) which will drive the most successful customer outcomes, balancing efficiency, quality, and cost.
• Leverage deep cross-functional partnerships (eg Field Service, Parts & Equipment) to address project barriers and collaboratively deliver successful projects.
• Embed themselves as part of the Client's Operational Leadership Team to drive collaboration, align on priorities, and strengthen partnership between the teams to effectively support the Customer.
• Influence Across the Network to drive sustainable, NAOU processes while demonstrating agility to meet the needs of the unique needs of the Customer and Client.

• Measure the effectiveness of operational execution & develop culture of continuous improvement for processes.
• Build culture of empowerment and innovation, balanced with measurement and evaluation of team and associates' impact on success of initiatives.
• Build an effective network across all stakeholders to optimize effectiveness of Sales Support .
• Develop, monitor, and manage performance metrics
• Manage headcount; develop McOPM and TOS skillset and build talent pipeline within and beyond FOCS.

• BS/BA preferred, or equivalent experience
• 3-5 years of relevant work experience required
• Proven experience leading and managing teams
• Experience implementing and managing technology-driven solutions

• Leadership Presence & Influence
• Project Management Knowledge and Process Improvement
• Stakeholder Management
• Attention to Detail
• Measurement & Analytical skills
• Inclusivity and Effective Communication

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.
• Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.