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.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centred on service, integrity, inclusion, 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.

What is the purpose of this role?

Join the dynamic team at the Knowledge Hub, where you'll play a crucial role in deploying cutting-edge restaurant technology solutions across multiple markets. As a remote-based operation, the markets rely on the Knowledge Hub for training and upskilling on the latest technology.

As the Knowledge Hub Manager, you'll be responsible for developing and delivering effective training materials and collaborating with other departments to stay ahead of the curve with fresh and innovative content.

Make a difference in this exciting field and bring new an innovative ideas to life, making a real contribution to accelerating the arches.

What Team will I be a part?

This team sits within Global Technology IDL, EU MEA, ABU and LATAM markets and works in collaboration with Solution Services and the Global Product teams. 

Who are my customers?

Externally, as a part of one of the biggest brands in the world, you will have a global reach and an ability to affect how millions of people across the globe eat, play and socialize.  Each of our market teams represents an external customer to the team and you will be responsible for collaborating to understand the market training and support needs.

Internally we must work closely with multiple teams in order to deliver the best service to our customers. Maintenance of relationships with these teams is paramount to ensure reputational excellence. Teams include: Solution Services, GMAL team, Global 3PO team, our Segment team.

We also utilise the support of key McDonald's partners to provide the right support for our markets, and you will be responsible for maintaining best practice and effective partnership with these as well. Partners include: Sopra Steria, Acrom, 3PO partners (Glovo, Takeaway etc), Capgemini and Rainbow Giles.

What will my key accountabilities be?

Hub Development

• Building the Knowledge Hub vision to raise awareness across the markets and position as an enabler for their success
• Building the Knowledge Hub’s support capabilities for a model that can deliver to multiple Markets running multiple courses
• Collaborating with key partners across the Market, Product, and IT teams to ensure they act as advocates and drive collaborative initiatives/participation from them
• Proactively explore development opportunities that could support the deployment projects, be it content, process or technology

Knowledge Creation

• Leading Hub course delivery – including Domain Expert engagement, course and content preparation, and facilitation of workshops, webinars, course accreditation, and post-course support
• Creatively collaborating on the creation of collaborative online workshops and on-demand learning with various regional and global product owners
• Ensure content creation metrics (timeliness and quality) are to agreed standards and content meets learning objectives
• Improve existing knowledge dissemination approach through the utilization of existing tools and training standard methodologies
• Drive use of VideoHub and Knowledge Hub Library and reporting of analytics

Hub Communication

• Own and execute the Hub Communications Plan
• Support Internal Communication and Market Engagement teams to drive the adoption of courses and Knowledge Hub Activation initiatives
• Sell the business model and business benefits of the Hub Programme
• Consult and support Segment Alignment teams to align on market priorities

Hub Activity Management

• Own, maintain and develop the Hub equipment so that it can be utilised by the markets and the project teams
• Be the first point of contact for Suppliers, McDonald’s Teams and Markets on matters relating to the Hub Work with suppliers and global partners to ensure uploaded courses and content are accessible to learners and assist with monitoring performance

Skills & Knowledge required:

• A strong understanding of the changing digital technology landscape and the potential use of technology to enhance educational offering with focus on Education Technology
• Proven ability to be strategic and yet tactical and pragmatic when making decisions and to operate at pace through high volume of work
• Experienced in digitisation of technology training
• Experienced in delivering blended training programmes, especially for technology-oriented teams, including:
• Strategy experience, supporting key company-wide projects
• Implementation- leading content development teams
• Continuous improvement based on data and direct feedback
• Genuine interest in technology
• Ability to influence senior stakeholders while acting in a pivotal role between business and technology teams
• Ability to react to change and deal with ambiguity
• Team player, able to work and lead on various organisational levels, leading a team, setting a vision and overseeing its execution
• Significant experience in agile transformation

McDonald’s Cultural Pillars:

Customer Obsessed: Proud to exceed the customer’s expectations at every visit through great food and great hospitality:

• Every visit, every day, our customers always come first
• By delivering an outstanding, welcoming hospitality experience, we create delicious
• feel-good moments for customers
• We listen, we respond, we care

Better Together: Proud of the way we work together to make a difference to our business, our people, our communities and the planet:

• Our employees are valued and empowered
• We leverage the power of the system – licensees, suppliers and employees              
• We unleash the power of our diversity
• We win together

• Operation management/business
• Project management / Program management qualification

At McDonald’s we are People from all Walks of Life... 

People are at the heart of everything we do, and they make the McDonald’s 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 McDonald’s or elsewhere.”