Escalations Manager Jobs in Delaware (NOW HIRING)

Location: 2507 CONCORD PIKE, WILMINGTON, DE, 19803 This position is with Dukart Management LLC, an independent franchisee of McDonald's restaurants. Dukart Management owns a license to use McDonald's logos and food products in operating its restaurants, but it is a separate company and employer from McDonald's USA. As your employer, Dukart Management is solely responsible for all employment matters at its restaurants, including hiring, firing, discipline, supervision, staffing, and scheduling.

McDonald's USA has no control over these employment matters and will not receive or be involved in your employment application or hiring decisions.Known for its commitment to quality, customer service, and people development, Dukart Management operates several McDonald's restaurants in the region and strives to provide a supportive, growth-oriented workplace. The company is also dedicated to positively impacting the local communities where it operates.About the RoleAs an Assistant General Manager, you'll play a vital role in leading daily restaurant operations while developing the skills and experience to advance into a General Manager role. Working closely with the General Manager, you'll ensure every shift runs smoothly, team members are supported, and guests enjoy a fast, accurate, and friendly experience every visit

You'll help oversee restaurant systems including training, food safety, inventory management, and people development-building both your leadership skills and operational expertise along the way.What You'll Do:Lead restaurant operations during assigned shifts to deliver a great guest experienceSupport department areas such as Guest Experience, Kitchen Operations, and People Development:Guest Experience: Ensure team members deliver exceptional hospitality, maintain organized service areas (Front Counter, Drive-Thru, McCafe), and execute promotions effectivelyKitchen Operations: Maintain food safety, quality, and speed standards, manage food costs, and ensure kitchen team training on menu items and proceduresPeople Development: Assist with hiring, onboarding, training, and scheduling to meet sales and profit goals while fostering an engaged, motivated teamHandle escalated customer concerns with professionalism and empathy, leading effective customer recovery to turn challenges into positive experiencesMonitor performance metrics, set goals, and provide feedback and coachingManage inventory, cash control, and operational systems to support profitabilityPromote a positive work environment that upholds our culture of respect, teamwork, and accountabilityPartner with the General Manager to identify opportunities for operational and people improvementWhat You'll Bring (and Learn):Previous experience in people management and trainingStrong leadership, communication, and interpersonal skillsProven ability to manage operations, inventory, and financial recordsExcellent customer service and problem-solving skills, including experience resolving escalated guest issuesAbility to uphold and enforce company policies and standardsRestaurant or food service experience preferredWe're a locally owned McDonald's organization that values respect, teamwork, and growth. Our leaders are developed from within, our ideas are heard, and our success is shared.Here's what we offer:Predictable, flexible schedules that fit your lifeA leadership-focused culture built on teamwork and accountabilityRecognition for great work and career milestonesGrowth opportunities in leadership, business management, and people developmentEducational benefits through Archways to Opportunity, including:Free high school diploma programCollege tuition assistanceEnglish language learningCareer advising and development resourcesExclusive partnership with Colorado Technical University (CTU) - earn associate, bachelor's, or master's degrees with reduced or fully covered tuitionLocally owned and operated-your leadership directly supports our communityHere, your effort counts, your leadership is valued, and your growth is supported-whether you're leading shifts today or preparing for a restaurant management career tomorrow.