Senior Product Manager, AI Ordering Platform & CX

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

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.