Customer Care Operations Supervisor

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 Charities 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.

Job Description

We are looking for a Customer Care Operations Supervisor to join our team at our global corporate headquarters (MHQ) in Chicago, IL.

The Customer Care Operations Supervisor position resides within the U.S. Customer Care team, a part of U.S. Operations Business Services. The role’s primary responsibility is the on-going support and optimization of our customer-facing Customer Care contact center. This role maintains the Customer Care Operations team’s processes and procedures while providing our Care representatives updated and accurate resources to ensure customer interactions align with brand standards and business strategy. The Customer Care Operations Supervisor will develop a deep understanding of customer and restaurant procedures by facilitating regular touch points with HQ, field, and restaurant partners.

An integral part of the role is developing and manage relationships with key internal partners, which include U.S. Operations, Marketing, Communications, IT, Legal, and Digital.

Travel for this role may be up to 5%. This role follows a hybrid schedule out of our global headquarters in the West Loop (Chicago, USA).

Please note - while the title of this role is a supervisor, this is an individual contributor role with only indirect supervisory responsibilities.

Responsibilities

• Acts as a liaison to the contact center vendor to meet key performance indicators and drive continuous improvement.
• Documents, evaluates & refines, and communicates Customer Care processes and procedures.
• Maintains knowledge bases and tools that support contact center operations.
• Holds contact center vendor accountable to accurate quality standards through customer interaction quality reviews and calibrations, ensuring standards are being applied consistently and correctly.
• Coordinates responses to executive and high profile/VIP correspondence with appropriate corporate partners.
• Investigates and resolves customer concerns from the contact center vendor & internal partners in a timely manner.
• Develops and maintains training materials, documentation, and communications that support customer service representatives, customers, and Owner Operators in collaboration with the Customer Care team, internal partners, and the contact center vendor.
• Coordinates with Customer Care operations managers and internal partners in support of special projects that ensure the contact center is equipped to handle the volume and substance of inquiries.
• Analyzes quantitative and qualitative data to influence and update Customer Care procedures and tools.

Benefits eligible: Yes
Bonus eligible: Yes
The expected salary range for this role is $75,700 – $94,620 / 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.

Qualifications

• Experience in creating, publishing, facilitating, and maintaining structured training content that aligns with business needs.
• Contact center and/or customer service support experience (e.g., quality assurance, training, operations).
• Exceptional organizational skills (prioritization and support of numerous initiatives).
• Strong relationship builder, who effectively maintains connections, influences others, and meets key partners’ needs.
• Customer service software experience (e.g., case management, reporting, knowledge base).
• High School Diploma/GED is required; undergraduate degree is preferred.

Additional Information

Benefits eligible: This position offers he