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 We are seeking a highly analytical and customer-focused Product Manager to own product performance and experience quality for Archy, McDonald’s conversational ordering platform. This role will own the performance framework across Automation, Accuracy, Change at Cash, Uptime, CSAT, Crew Satisfaction, Order Time, and OEPE, helping the team understand where the experience is performing well, where it is falling short, and what product improvements will have the greatest impact. The PM will connect data, customer and crew feedback, and restaurant observations to drive measurable improvements in Archy’s accuracy, reliability, customer experience, and restaurant performance Duties 1.Own Product Performance: • Own Archy’s core performance KPIs and establish clear definitions, targets, and measurement. • Monitor performance across stores, releases, dayparts, and customer journeys globally. • Identify performance trends, outliers, and opportunities for improvement. 2.Drive Root-Cause Resolution • Lead investigation of issues impacting Automation, Accuracy, Change at Cash, Uptime, CSAT, • Crew Sat, Order Time to name a few. • Partner with Engineering, Vendor partners, Analytics, Operations, and other Product teams to identify root causes and drive resolution. • Translate recurring issues into scalable product improvements. 3. Own CX Quality • Define and continuously improve the quality of the end-to-end customer and crew experience. • Use customer interactions, CSAT, Crew Sat, session audits, and restaurant observations to identify experience gaps. • Balance automation and accuracy with natural interactions and Speed of Service. 4. Drive the Performance Backlog • Translate performance insights into a prioritized Product and Engineering backlog. • Prioritize opportunities based on customer impact, restaurant impact, frequency, and KPI improvement. • Ensure fixes address systemic issues rather than isolated symptoms. 5. Establish Quality & Scaling Readiness • Define performance and quality criteria for releases and scaling. • Identify regressions quickly and ensure learnings from live restaurants inform future releases. • Serve as the Product point of contact for Archy performance and CX quality Qualifications • 5+ years of Product Management experience, ideally in AI, digital commerce, customer experience, or operational products. • Strong analytical skills and experience using data to drive product decisions. • Experience owning product KPIs and translating performance insights into product improvements. • Strong customer and operational mindset with an ability to connect product performance to real world experiences. • Experience working cross-functionally across Engineering, AI/ML, Analytics, Design, and Operations. • Strong root-cause problem-solving and prioritization skills. • Familiarity with conversational AI, LLMs, or AI-powered products is preferred Compensation Bonus Eligible: YES Long - Term Incentive: YES Benefits Eligible: YES Salary Range The expected salary range for this role is $127,332.00 - $159,165.00 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, including but not limited to comprehensive health insurance, which includes medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance. 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. 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 mcdhrbenefits@us.mcd.com. 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.

Requirements

Must-haves

Department Overview
We are seeking a highly analytical and customer-focused Product Manager to own product performance and experience quality for Archy, McDonald’s conversational ordering platform.
The PM will connect data, customer and crew feedback, and restaurant observations to drive measurable
improvements in Archy’s accuracy, reliability, customer experience, and restaurant performance
Own Archy’s core performance KPIs and establish clear definitions, targets, and measurement.
Monitor performance across stores, releases, dayparts, and customer journeys globally.
Identify performance trends, outliers, and opportunities for improvement.
2.Drive Root-Cause Resolution
Lead investigation of issues impacting Automation, Accuracy, Change at Cash, Uptime, CSAT,
Crew Sat, Order Time to name a few.
Partner with Engineering, Vendor partners, Analytics, Operations, and other Product teams to identify root causes and drive resolution.
Translate recurring issues into scalable product improvements.
Own CX Quality
Define and continuously improve the quality of the end-to-end customer and crew experience.
Use customer interactions, CSAT, Crew Sat, session audits, and restaurant observations to identify experience gaps.
Balance automation and accuracy with natural interactions and Speed of Service.
Drive the Performance Backlog
Translate performance insights into a prioritized Product and Engineering backlog.
Prioritize opportunities based on customer impact, restaurant impact, frequency, and KPI
improvement.
Ensure fixes address systemic issues rather than isolated symptoms.
Establish Quality & Scaling Readiness
Define performance and quality criteria for releases and scaling.

Nice-to-haves

Familiarity with conversational AI, LLMs, or AI-powered products is preferred

Application prep

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Keywords to mirror

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Platform: career-feeds
Effort: medium

Benefits

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