Supervisor, 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.

McDonald's is a global leader in the quick-service restaurant industry, where innovation, collaboration, and technology play a vital role in delivering exceptional experiences for employees and customers alike. The Global People Experience (PEX) function brings together People, Technology, Operations, Service Delivery, and Data & Analytics capabilities to improve the effectiveness, quality, and experience of HR services and employee-facing solutions.

McDonald's has an exciting opportunity for a Specialist, Operations Excellence within Global People Experience. This role will support operational excellence and continuous improvement efforts across employee journeys, HR services, and employee-facing solutions
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The Specialist will partner across HR, Service Delivery, Operations, Technology, and Analytics teams to identify employee and operational friction, analyze trends and feedback, support process and experience improvements, and help measure outcomes. This role provides an opportunity to contribute to improvements spanning processes, technology, content, service interactions, and the overall employee experience.

Success in this role requires strong analytical and problem-solving skills, effective communication and collaboration, attention to detail, and an interest in using data and employee insights to improve experiences and operational outcomes.

Operations Excellence, Employee Experience & Continuous Improvement

• Support the assessment of end-to-end employee journeys to identify opportunities to improve processes, policies, technology, content, and service interactions.
• Partner with HR, Service Delivery, Operations, and Technology teams to identify friction points, document root causes, and support improvement activities for employee and manager experiences.
• Support journey mapping, process discovery, and future-state design activities, including documenting current-state processes, pain points, requirements, and improvement opportunities.
• Collect and analyze employee feedback, operational insights, service trends, and business data to identify recurring issues and potential improvement opportunities.
• Coordinate improvement activities and track actions, dependencies, risks, and outcomes across Operations Excellence initiatives.
• Support Change Request stakeholders by helping identify and document employee experience, operational, dependency, and adoption considerations associated with proposed enhancements.
• Support continuous improvement activities across platforms and capabilities including Service Now, SAP Success Factors, knowledge management, and other employee-facing technologies

Analytics, Insights & Performance

• Analyze employee feedback, service data, quality results, and operational trends to identify recurring issues and opportunities for improvement.
• Prepare insights, summaries, and recommendations to support performance reviews and operational decision-making.
• Assist with maintaining dashboards, reporting, and supporting documentation that provide visibility into improvement opportunities and outcomes.
• Track improvement actions and help evaluate whether implemented changes are achieving intended operational and employee experience outcomes.

Quality, Partnership & Stakeholder Support

• Partner with Service Delivery and Service Operations teams to support quality assurance practices, governance routines, and continuous…