Manager, Telephony
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 looking for a Manager, Telephony to lead a team of 3 Engineers and Administrators to design, build, and support our enterprise Telephony platform and the various integrations needed to enhance the platform. You will help prioritize tasks, scope projects, and mentor the team while providing insight to leadership on all projects. The ideal candidate would have extensive experience with enterprise-grade Telephony systems with complex interactive voice responses.
The Impact You Will Make
- Manage the Telephony team for the enterprise voice communications, including but not limited to, strategy, planning, implementation, and ongoing support of business operations in alignment with budgetary compliance and driving efficiencies
- Manage and set priorities for the design, maintenance, development, and evaluation of enterprise telephony systems and the various solutions that interact with it
- Analyze and improve upon existing processes
- Work with various areas of the business to evaluate integrations
- Build and maintain relationships with key stakeholders, partners, and peers
- Monitoring and pro-active response to technical issues and customer complaints
- Create and implement new dialing campaigns and dialing lists as required by business units
- Monitor and communicate server outages, dropped calls, abandon rates, and other metrics, and coordinate with the vendor and/or other business areas to resolve issues
- Lead meetings and document agenda tasks/notes with various stakeholders, aid in translating business requirements into technical requirements
- Assist in setting up Service Level Agreements (SLAs) and monitor SLA workflows
- Assist in troubleshooting patch and release management issues with an understanding of third party software integrations
- Work with integration teams, licensing managers and stakeholders to develop and analyze requirements for new services
What You Bring to the Table
- Bachelor's degree in information technology, or equivalent work experience in telephony services
- 5+ years of experience managing large technical teams and projects, owning Enterprise Telephony systems and influencing senior-level management and key stakeholders
- Experience in process design, organizational transformation, and governance
- Experience in managing business-critical and customer-facing systems
- Able to provide architectural technical input and general direction
- Ability to work independently or through leading a team of professionals from critical-thinking workshops to the completion of mission-critical projects
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.
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].