Manager, Continuous Process Improvement
About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
We are seeking a customer focused, business-minded, and results-oriented Manager of Continuous Process Improvement. The successful candidate will be responsible for evaluating contact center business processes to determine strategies and programs to provide greater productivity and efficiencies. This manager will utilize project management and lean methodology skills to support and drive change initiatives impacting our contact centers. The manager will provide leadership to their team to ensure policy and processes are documented succinctly and accurately, and will collaborate with other teams for successful change implementation.
The Impact You Will Make
- Own the strategy and management of Care policies and procedures and ensure successful change implementation.
- Advocate on behalf of internal and external customers as it relates to the development and implementation of policy and procedure changes.
- Work cooperatively with team members and management to improve processes and agent quality while being a change agent for continuous improvement processes.
- Evaluate contact reasons, key business drivers, and business processes to identify trends, root cause, and opportunities for improvement.
- Provide leadership and vision to the management team to help drive results and meet goals while eliminating non-value-added activities and being cost-effective.
- Act as internal consultant, develop strategies, and influence top management to incorporate change.
- Develop and coordinate best practices and facilitate team effectiveness to ensure continuous improvement progression.
- Identify and lead key projects for improvement or collaborate with managers and leaders to reengineer business processes.
- Monitor and validate if changes yield desired results. Establish measurable standards at the start of a project and then compare against actual project results.
- Collaborate across Product, Operations, Logistics, and Care Sr. Leadership to influence and implement business improvements utilizing a Voice of the Customer and Voice of the Business approach
- Be curious! Continually identify opportunities to improve the Agent and Customer Experience, Reduce Expense, and make people's work day easier .
What You Bring to the Table
- 3+ years contact center or customer service experience
- 3+ years developing and implementing business processes and improvements
- 2+ years experience managing and developing teams
- Working knowledge of Lean Six Sigma, Project Management, Change Management, and Business Process Improvement preferred
- Strong written and verbal communication skills with ability to properly tailor details to the audience
- Experience with root cause analysis and solution justification
- Ability to balance attention to detail with expeditious execution in a fast paced environment
- Highest standards of accuracy and precision; extremely organized and detail oriented
- Effectively understand, interpret, and communicate contact center KPI metrics and impacts
- Experience communicating business analysis and business insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)
- Honest and authentic management style with the ability to build relationships and trust quickly.
- Experience analyzing Contact Center data a plus
- BA/BS Required
And Of Course, Perks!
- Flexible PTO . Grubhub employees enjoy a generous amount of time to recharge.
- Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
- Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
- Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
- MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
- Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
Vaccination Requirement: In the event the role you are applying for requires you to report to an office, you must be able to provide proof of full Covid-19 vaccination prior to starting employment. Fully vaccinated is defined as: "2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson's vaccine."
Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].