Department OverviewWe 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
Duties1.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
CompensationBonus Eligible: YES
Long - Term Incentive: YES
Benefits Eligible: YES
Salary RangeThe 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.
