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!
The Manager, Care Systems and Tools will be responsible for implementing the Care business strategy for all current and prospective contact center systems and tools. The successful candidate will work within the Contact Center Operations organization, leading and supporting our telecom platform, IVR, CRM, QA, and related reporting solutions. This position reports to the Senior Manager, Care Systems and Tools.
The Impact You Will Make

• Work successfully in a team environment creating effective relationships with business stakeholders
• Lead a team responsible for administration and tier 1 support for Care systems and tools (i.e. telecom platform, IVR, CRM, QA)
• Responsible for career development of direct reports
• Ensure team has the skills and resources to get things done successfully and execute strategies to meet team performance expectations
• Omni-channel contact center support experience required
• Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIs
• Monitor KPIs, business drivers, and measure decision impacts for specific departments
• Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
• Partner with Care Leadership, Technology, Product, Finance, etc. to ensure Care has tools and capabilities necessary for success and to implement business improvements
• Manage vendor relationships and partner with other stakeholders to drive software selection and improvement processes
• Keep track of Business Systems best practices, trends, and advancements in the industry and apply these learnings to enhance and improve business capabilities
• Be curious! Continually identify opportunities to improve the customer experience, reduce expense or make people's work day easier

What You Bring to the Table

• Bachelor's Degree or equivalent work experience
• 5+ years of contact center experience with a focus on technology and analytics
• 3+ years of people management / team leadership experience
• Strong analytical skills with a focus on contact center reporting and an ability to dive deep, summarize, and communicate important data
• Excellent written and verbal communicator with experience communicating cross-functionally and with all levels of management
• Strong attention to detail effectively prioritizing and leading multiple activities and projects concurrently
• Experience leading both business and technical projects from inception to implementation
• Experience identifying and capturing business needs and translating into detailed project requirements
• Ability to work with autonomy in a fast-paced environment and a strong sense of accountability
• Ability to network and build effective relationships across organizations collaborating with stakeholders on key initiatives
• Adaptability, flexibility, and a willingness to work within changing priorities including support for other duties as assigned
• Experience supporting in a multi-channel contact center (i.e. Phone, SMS/Text, Chat, Email)
• Experience supporting, designing, and enhancing CRM, telecom and IVR systems (Five9 and Zendesk preferred)
• Experience developing IVR scripts and flows

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.
• COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it's safe to return.

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].