Director, Knowledge Management [T500-19839]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Knowledge Management Lead, Director (G6)

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 are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

At McDonald's, we believe that our success begins and ends with our people. We are committed to fostering an inclusive culture where every employee can thrive and contribute their best.

The Knowledge Management Lead will define and lead the enterprise-wide strategy, frameworks, and tooling for managing knowledge across Global Business Services (GBS), Global Technology, and other key corporate functions. This high-impact, cross-functional role sits within the Enterprise Service Management (ESM) team and is pivotal in shaping a culture of knowledge sharing, continuous learning, and scalable service delivery. As a strategic operator and experienced leader, they will bring a proven ability to design and embed knowledge management practices at scale, while leveraging AI to leapfrog traditional approaches. From Gen AI-powered content creation and summarization to intelligent knowledge delivery and personalization, they will help transform how knowledge is captured, curated, and consumed across the enterprise. With strong operational discipline and the ability to influence across business and technology teams, they will align stakeholders around a unified vision, drive enterprise-wide adoption and enable the organization to unlock knowledge as a critical asset for speed, innovation and collaboration.

In this role, you will:

• Serve as the enterprise Process Owner for Knowledge Management, establishing governance, policies and accountability across all knowledge domains and repositories that enables high-quality service delivery across GBS and IT Services
• Design and manage a robust end-to-end knowledge lifecycle management process – including policies, standards, and best practices for content creation, validation, publishing, curation, and retirement – applicable across federated repositories
• Design and enforce standard templates, content structures, and metadata/tagging protocols to effectively classify and find knowledge articles
• Oversee knowledge content audits, quality assurance, and relevance reviews in partnership with KM champions from Service Organizations (e.g., Finance, People, Indirect Procurement, IT Services, etc.) to ensure content accuracy and usability
• Manage knowledge bases within ServiceNow, while integrating third-party repositories (e.g., SharePoint, @MCD, etc.) into the new platform, to create a seamless, personalized and accessible experience for employees, suppliers and franchisees
• Design the knowledge interfaces to ensure they deliver usable, context-aware, and personalized content to both employees and back-end agents based on their specific needs
• Apply Generative AI to enhance knowledge operations, including automatic summarization of chat and ticket transcripts, AI-assisted content generation, real-time translation and enrichment of user content, and automated content creation and optimization
• Apply Agentic AI to enable intelligent task orchestration and autonomous KM workflows, such as proactive article creation, knowledge gap detection, and dynamic content recommendations driven by real-time analytics, user behavioral data and feedback loops
• Utilize AI-driven recommendations and knowledge graphs to personalize search results, article suggestions, and content layouts based on user attributes such as role, location, or service context
• Embed KM into the DNA of GBS operations, partnering with Service Delivery Leads, Global Process Owners, CI teams, Org Activation teams, Global Office teams, etc. to integrate knowledge practices into training, onboarding, and day-to-day service delivery
• Define and operationalize KM performance metrics to measure content health, utilization, engagement, and user behavior to drive platform enhancements, close knowledge gaps, and inform continuous improvement.
• Build and lead a high-performing knowledge management team, accountable for executing KM strategy, deploying tools, enforcing standards, and sustaining a culture of knowledge sharing and service excellence

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field required
• 15+ years of experience in knowledge management or content strategy, preferably in a complex, global organization
• Demonstrated experience implementing and managing enterprise knowledge platforms (e.g., ServiceNow, SharePoint etc.)
• Proven success developing and operationalizing KM frameworks and lifecycle processes across multiple functions or geographies
• Strategic thinker with strong analytical and problem-solving skills to translate business needs into KM solutions
• Solid understanding of shared services op models and how knowledge enables service quality, scalability, and operational efficiency
• Demonstrated executive presence and leadership capability, with experience presenting to or engaging senior leadership
• Strong interpersonal and communication skills with the ability to influence and collaborate across senior stakeholders and cross-functional teams

Additional information:

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment.