Manager, Product Management

McDonald's; Chicago (IL); On-site; USD 127,000 - 159,000; Full time

Benefits offered by this job

Bonus Eligible

Long Term Incentive

Benefits Eligible

Job summary

McDonald’s is seeking a highly analytical Product Manager to own Archy, our conversational ordering platform. You will align data, customer and crew feedback, and restaurant observations to drive improvements in accuracy, reliability, and customer experience across global stores.

You’ll define KPIs, manage a performance backlog, and collaborate with Engineering, Analytics, and Operations to deliver scalable product changes that impact speed of service and satisfaction.

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

Responsibilities

• 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.
• Lead investigation of issues impacting Automation, Accuracy, Change at Cash, Uptime, CSAT, Crew Sat, Order Time, and more.
• 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.
• 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.
• 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.
• 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

Skills

Product Management

Analytics

Cross-functional Collaboration

KPIs

AI/ML familiarity

Customer experience

Operations

Job description

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 ofoutstanding 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 performanceand 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 -$159,165.00per year
The above represents the expectedsalaryrange for this job requisition. Ultimately, in determining yourpay, 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 [e-mail]. 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.