Sr Director, People Experience

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. As the global leader in the food service industry, our legacy of innovation and hard work continues to drive us.

From drive thru updates to delivery to mobile order and pay, we are innovating quickly and growing. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

Department Overview

McDonald’s has an exciting opportunity for a Sr. Director, GP Service Experience role based in our Chicago Office. This role will serve as the senior HR leader responsible for setting the strategy and providing oversight for the end-to-end "hire to retire" service experience across the global organization. The role represents the Global People (HR) perspective while bringing a Global Business Services expert lens to drive innovation, operational excellence, and employee-centric service delivery.

This role encompasses both digital service channels and operational people-focused contact centers (call, case, chat), and partners closely with the Enterprise Service Management (ESM) team to align efforts across IT, Finance, Procurement, and other functions that impact the employee experience. The Sr. Director leads a global team with staff based in the US and India, including both employees and third-party contractors.

Responsibilities

Set the strategic vision for the global HR Contact Center function, aligned with enterprise shared services and HR transformation goals.

Own the Hire to Retire service experience, ensuring consistency, scalability, and effectiveness across all regions and employee populations

Contact Center Operations & Delivery

Oversee the global HR service delivery team responsible for Tier 0–2 support, ensuring delivery against SLAs, KPIs, and employee experience metrics.

Implement service frameworks and operational models that balance efficiency, automation, and personalized support.

Employee Lifecycle & Core Operations Oversight

Provide strategic oversight of H2R process execution including onboarding, offboarding, internal mobility, and retirement.

Partner with HR Centers of Expertise and Legal on Employee Relations case intake processes, documentation standards, and escalations management.

Innovation & Continuous Improvement

Lead innovation initiatives including the exploration and integration of Agentic AI and other emerging technologies to enhance service delivery and employee experience.

Foster a culture of continuous improvement, leveraging agile methodologies and user feedback to evolve services.

Contractor & Vendor Experience Management

Lead the design and governance of the contractor lifecycle experience, working in partnership with Procurement, Legal, and vendor partners to ensure streamlined onboarding and compliance.

Manage relationships with outsourced and third-party service providers, ensuring clear SLAs, performance metrics, and continuous improvement of services.

Governance Management

Establish and maintain governance frameworks across key HR service processes.

Leverage service insights to identify root causes and opportunities for innovation.

Primary Interface with Enterprise Service Management (ESM)

Serve as the key HR representative to the Global ESM organization, ensuring alignment of HR services within enterprise-wide service delivery frameworks and technology platforms.

Partner on platform strategy (e.g., ServiceNow), integration of HR workflows, and digital experience design across cross-functional service areas (IT, Finance, Facilities, etc.).

Qualifications

Degree in Human Resources, Business Administration, or a related field; advanced degree preferred

15 years of experience in employee experience, human resources, or a related field, with a global leadership role

5-7 years of experience with digital employee experience tools and service platforms (ServiceNow and SAP SuccessFactors or equivalent)

Proven ability to design and execute programs that enhance the employee lifecycle and workplace experience at large global organization e.g. Fortune 500

Strong leadership skills with experience managing cross-functional teams and driving organizational change across the globe

Excellent communication and interpersonal skills, with a focus on delivering impactful employee-facing communications

Proven track record of managing and mentoring global teams across multiple regions

Demonstrated ability to operate as a people manager, leading diverse, complex teams, fostering a culture of innovation and collaboration across global markets

Preferred Qualifications

Process design / process engineering experience e.g. Six-sigma

Human-centered design principles, including persona development and journey mapping

Strong ability to influence others; able to build and drive a strong business case for people as a growth driver

Continuous improvement and growth mindset

Compensation

Bonus Eligible : Yes

Long - Term Incentive : Yes

Benefits Eligible : Yes

Salary Range

The expected salary range for this role is $193,610 - $251,690 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

At McDonalds we are People from all Walks of Life...

People are at the heart of everything we do, and they make the McDonalds experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees, and suppliers gives us strength.

We do not tolerate inequality, injustice, or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonalds or elsewhere.

Requsition ID : 2411

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