Sr Manager, Care

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 Grubhub Care organization handles customer contacts through multiple contact center channels. The Sr. Manager will be an important asset for the growth and continuous improvement of our Care organization, responsible for leading all operations related activities including delivering on Customer Experience solutions that align with the department and business strategy. You'll coach, mentor and develop managers, team leads and/or specialists on your team. You will build opportunities in partnership with your team, subject matter experts, and partners. As a Sr. Manager You will collaborate with BI, QA, Training, Analytics, Finance and BPO Sr. Managers to identify opportunities and address agent behavioral and compliance concerns. You have expert experience identifying opportunities, justifying and building solutions, and gathering support to lead improvements. You will report to the Director of Care aligned to your Line of Business and have frequent interaction with the Senior Leadership team.
The Impact You'll Make:

• Execute strategic plans that align with the organization's long-term goals and objectives
• Establish short-term and long-term objectives for teams within your assigned department, ensuring alignment with the broader organizational strategy
• Define and monitor key performance indicators (KPIs) to measure progress towards strategic goals
• Lead a team of Managers, Team Leads, Leads, Sr. Specialists and potentially Specialists, which includes hiring, onboarding, development and team building, to drive performance within your assigned Lines of Business.
• Conduct performance reviews and provide constructive feedback
• Ensure business operations run efficiently and own measurable business outcomes on a weekly basis, implementing best practices to achieve success.
• Analyze data to identify opportunities and implement solutions to improve the agent and Customer experience unique to your Lines of Business, reduce cost and drive the business forward.
• Establish and maintain high standards through periodic review and adjustment of performance targets; foster a strong culture of performance through weekly 1:1s, skip levels, routine calibrations, performance reviews and analyzing performance to established targets/goals.
• Collaborate with cross-functional teams and internal stakeholders to drive customer experience and achieve business goals.
• Lead strategic business reviews with your leadership team, internal and cross-functional stakeholders, and the senior leadership team,analyzing performance trends, and gaining agreement on proposed solutions.
• Maintain a close proximity to business operations and functions through observation and inquiry.
• Promote a culture of creativity, experimentation, and risk-taking, encouraging the team to generate and test new ideas, solutions, and approaches.
• Seek and leverage opportunities for collaboration, partnership, and growth to expand the reach and impact of your team.
• Represent and advocate for your team, negotiating and influencing the outcomes and decisions that affect team members.
• Create a culture of inclusivity, and well-being for your team in line with Grubhub's values.

What You Bring to the Table:

• BA/BS required
• 7+ years of leadership experience in an operations, customer service, and/or analytics role within the contact center space.
• An ability to dive deep, summarize, and communicate important data.
• Strong written and verbal communication skills.
• Demonstrated ability to lead teams, drive accountability and foster a culture of engagement.
• Demonstrated problem solving ability, attention to detail, and an interest in moving beyond the status quo.
• Experience working with BPOs/vendors and building relationships is a plus.
• An open mind, ability to take risks and a hunger for success!

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].