Partner Ops Manager

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 Partner Operations Manager to work closely with our third-party contact centers. We are looking for someone who is data-driven, business-minded, and results-oriented. Reporting to the Manager, Partner Programs this person will be the glue between many critical moving parts. The right candidate is an A-player, exhibits strong leadership qualities, acts independently and also as part of a team. This person is: strategic, proactive, persistent when needed, and supportive and collaborative at all times. This person will be responsible for answering: "Is the partner operating in excellence and providing the service necessary for Grubhub to succeed?" and "Is the partner receiving the support needed from Grubhub to be successful?" This person will be responsible for helping drive performance and efficiencies at the partner locations; each location can have several hundred front-line agents and dozens of leaders to manage thousands of customer contacts each day.
The Impact You'll Make

• Deep involvement in partner operations (tracking progress to goals, identifying areas of opportunity, and working with partner leadership to gain traction on initiatives)
• Responsible for reporting & data analysis and monitoring KPIs & business drivers across all of Care - highlighting trends and investigating underlying causes of variance
• Organize and maintain data for agent performance and key performance indicators
• Perform advanced analytics to better understand the critical drivers of our business - including but not limited to diner behavior, restaurant relationships, product engagement, and market-specific performance
• Troubleshoot problems as needed to ensure the continuity of the partner operation
• Conduct weekly calls to provide updates on performance, progress, and highlight issues that need addressing with recommendations to move forward
• Support partner employee onboarding and offboarding - ensure best practices are being followed, maintain parity with hiring and ensure the hiring profile is reflective of the Grubhub mission, make recommendations in aid of hiring the best
• Collaborate with internal and external partner leaders to establish team goals and implement strategies for executing, measuring progress, and communicating results against these goals
• Work closely with Care leadership to provide regular feedback
• Attend recurring Workforce Management, Finance, and Quality meetings, and others as needed
• Regular collaboration with stakeholders of Quality, Process Improvement, Product and others in an effort to drive increased efficiency, customer experience, and performance
• Be the communication point so that partner location is: aware of general updates, new programs, and P&P changes from the Care operation and is prepared to take action

What you Bring to the Table

• BS/BA Degree or equivalent experience required
• 3-5 years contact center management required; direct experience with call center outsourcing models preferred
• 3-5 years experience with service provider/client management, business operations, contract management preferred
• Exceptional analytical and critical thinking skills to provide deep-level business insights that lead to process improvement and cost-saving opportunities.
• Superstar verbal and written communication skills to choose the right tone for different messages for various levels of internal and external customers
• Exceptional interpersonal skills and a sense of authority; people need to like and respect you
• Outstanding organizational and project management skills
• Ability to work independently but also collaboratively with both Grubhub personnel and partner personnel
• Ability to thrive in a fast-paced environment
• Ability to facilitate conflict resolution; diplomatically diffuse situations
• Experience with managing confidential and sensitive employee information
• Experience with computer systems: MS Office required including proficiency in Google Suite
• Travel will be required, up to 20%, primarily international with some domestic
• Flexibility to occasionally work nights/weekends/holidays based on business need

And Of Course, Perks!

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Compensation. You'll receive a great compensation package with eligibility for generous incentives, bonuses, commission, or RSUs (role-specific).
• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund . Employees are also given paid time off each year to support the causes that are important to them.

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.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].