Sr Manager, Service Management

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

The Senior Manager, Service Experience & Design Lead is responsible for designing and executing end-to-end service experiences across digital employee touchpoints (e.g., Service Now). This role translates enterprise standards into intuitive, consistent, and scalable user experiences, focused on journey design, channel interactions, and usability.​

Working closely with the Service Experience Lead and cross-functional teams, this role ensures service experiences are easy to navigate, seamlessly connected across channels, and continuously improved based on user behavior and feedback. Success is measured by the ability to reduce friction, improve usability, and drive adoption of well-designed self-service and supported experiences.

Duties

+ Deliver a seamless, end-to-end service experience across digital employee touchpoints (e.g., Service Now) that is intuitive, consistent, and easy to navigate​

+ Ensure enterprise service experiences are consistently designed and executed using standardized frameworks, patterns, and design principles​

+ Define and evolve service journeys and persona-based experiences that reflect how employees actually engage with services​

+ Improve usability and reduce effort across key service journeys, resulting in simpler, faster, and more intuitive user experiences​

+ Eliminate friction points across service interactions, driving measurable improvements in journey completion and user experience​

+ Create a consistent, connected multi-channel experience across portal, chatbot, virtual agent, mobile, and agent-assisted channels​

+ Enable seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests​

+ Drive increased adoption of self-service experiences through intuitive design that guides users to resolve needs without escalation​

+ Ensure experience designs effectively leverage automation and AI capabilities, improving resolution speed and reducing dependency on manual support​

+ Continuously identify and close experience gaps by analyzing user behavior, journey performance, and channel usage patterns​

+ Translate experience insights into tangible design improvements and enhancements that improve usability and overall service experience​

+ Build alignment and adoption of service experience standards across functions, ensuring consistency in how services are designed and delivered

Qualifications

+ Bachelor's degree required, MD preferred​

+ 8+ years of experience in service design, user experience (UX), or enterprise service management within large, complex organizations ​

+ Strong expertise in, service journey mapping and persona-based design, user experience (UX) and interaction design, process simplification and experience optimization​

+ Experience designing and improving multi-channel service experiences (e.g., portal, chatbot, virtual agent, agent-assisted support)​

+

Experience with enterprise service platforms such as Service Now or equivalent​

+ Proven ability to translate user needs and business requirements into practical, scalable design…