Director, Knowledge Management

About McDonalds in India 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 About McDonalds One of the worlds largest employers with locations in more than 100 countries McDonalds 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 McDonalds 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 McDonalds remains one of the worlds 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 McDonalds 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 Bachelors 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 McDonalds is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs McDonalds 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