Director of Customer Experience (Chicago, IL, US, 60607) bei McDonald's
McDonald's · Chicago, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Chicago
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 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 a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.
Department Overview
Our National Operations team has an exciting opportunity for a US Director, Customer Care. This position will be responsible for leading the customer care strategy and execution plan to delight customers, increase customer satisfaction, and drive system value through a customer-centric Care Culture enabled by an intuitive and integrated customer experience platform. The role includes being an active member of the National Operations Leadership Team and partnering with cross-functional leaders as a trusted strategic advisor on customer care.
Duties
In the Director, Customer Care role, you will contribute to these priorities in through the following ways:
- Create and drive strategy for Customer Care modernization journey, ensuring McDonald’s is perpetuating a culture of care for all of our customers
- Drive partnership with Marketing and Technology to support system initiatives and promotions
- Evolve operational ways of working and manage our Contact center, channels, and technologies
- Continue ownership and management of the VOICE survey on customer receipts on physical and digital platforms
- Foster system improvement mindset by providing customer data and insights on customer sentiment from VOICE survey results
- Partner with Global Customer Care to ensure alignment on modernization journey
- Responsible for sourcing and developing Customer Care talent for the US National Operations Team.
- Strategic trusted advisor for the US Operations Business Services VP on leading and guiding the customer care strategic focus and direction of the US National Ops Leadership Team.
Qualifications
- Proven ability in developing and leading enterprise customer care strategies and initiatives
- Demonstrated success in leading a large and high functioning team
- Talent and performance management experience in sourcing and developing top talent for the system
- Deep understanding of McDonald’s customer experience journey and current initiatives
- Experienced in project management with the capabilities to quickly identify and address initiative deployment roadblocks
- Skilled in building strong relationships with key stakeholders at all levels across the enterprise
- Effectively manages and prioritizes the multiple demands on your time
- Versatile communicator with ability to convey ideas at various levels of granularity and tailor messaging to all audiences
- Skilled in leading, coaching and advising on the development of project plans that result in gold standard execution
Compensation
Bonus Eligible: yes
Long - Term Incentive: yes
Benefits Eligible: yes
Salary Range
The expected salary range for this role is $149,260.00 - $190,310.00 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, 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). Eligibility requirements apply to some benefits and may depend on job classification and length of employment.
Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance.
Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan.
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 [email protected]. 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.
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