Grubhub is the nation's leading online and mobile food ordering company dedicated to connecting hungry diners with local takeout restaurants. The company’s online and mobile ordering platforms allow diners to order directly from approximately 40,000 takeout restaurants in more than 1,000 U.S. cities and London. Every order is supported by the company’s 24/7 customer service teams. Grubhub has offices in Chicago, New York and London.

Director, Strategy & Operations at Grubhub
 Grubhub is the nation's leading online and mobile food ordering company, dedicated to connecting hungry diners with their favorite local restaurants. The people who work at Grubhub are our company's greatest asset; each person at Grubhub plays an integral part in building tools and technology that help restaurants succeed, and in cooking up fresh new ways to delight our diners.

 

The company’s online and mobile ordering platforms allow diners to order directly from more than 55,000 takeout restaurants in over 1,100 U.S. cities and London. The Grubhub portfolio of brands includes Grubhub, Seamless, AllMenus, and MenuPages.

 

We want you to enjoy where you work, who you work with and what you work on. At Grubhub, you can order your cake and eat it too!

 

We are seeking an energetic and driven Director of Contact Center Strategy & Operations to join our evolving Care team. In this role you will report to the VP, Care. You will be responsible for managing teams consisting of Reporting & Analytics, Project Management and Technology. You will be expected to lead and provide coaching to these teams as well as conducting regular deep dive analysis into current contact center capabilities and then converting those analysis into actionable items that shape the future of the Care organization (Strategy). This role will work closely within the Care organization, be a part of the Care Leadership team and will also be the liaison between Technology and Product teams.

 

To be successful in this role, you will need to be an excellent leader, have strong project management skills, the ability to deploy multiple projects in a fast paced environment and have a good understanding of contact center technologies and industry trends.

Some Challenges You’ll Tackle
  • Management and leadership of performance metrics include contact reduction/efficiency, staffing utilization, concession rates, acceptable turnover, and financial performance
  • Monitor the Service Level Agreements (SLA), improving contact performance, improving use of resources and the adoption of new proven technologies to reduce contacts, increase efficiency and improve the Customer experience
  • Actively contribute to the overall Care leadership operational targets, as well as, our daily business decisions
  • Engage in leading and inspiring others to think outside of the box and develop best practices in the performance of the Contact Center
  • Working alongside the VP, Care provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every contact
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Drive strategic initiatives and support the development of long-term growth plans and profitability goals
  • Analyze and recommend emerging industry trends, expansion opportunities, viability of outside business partners, internal business performance and business process improvement
  • Provide input to strategic decisions that affect the functional area of responsibility; May give input into developing the budget
You Should Have
  • Bachelor's Degree (Business, Finance Operations Management or Information Science preferred); MBA a strong plus.
  • Minimum of 7+ years experience in a fast moving Customer Service operation, Six Sigma/LEAN or Operational Management in a Contact Center environment
  • Strong project management skills in an e-commerce/technology environment is a plus
  • Strong problem-solving and analytical skills
  • Ability to think creatively, highly-driven and self-motivated
  • Advanced Microsoft Excel skills
  • Highest standards of accuracy and precision; highly organized
  • A willingness to learn and adapt
  • Articulate with excellent verbal and written communication skills
  • Demonstrated ability to work with team members across an organization
  • Ability to work quickly and accurately under time constraints and against deadlines
  • Highly collaborative and effective communicator with all levels in an organization

 

Got These?  Even Better:

  • Lean, Six Sigma Green Belt or Six Sigma Black Belt
  • Familiarity with SQL, Statistics and/or Tableau
And Of Course, Perks!
  • Unlimited paid vacation days. Choose how your time is spent
  • Never go hungry! We provide weekly Grubhub/Seamless credit
  • Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more
  • Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections

 

We deliver favorites every day. Join us as we move eating forward.

Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail 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 e-mail address.

 

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Why work with us
Be the first of your friends to declare, "I love where I work!" and actually mean it. Laugh hard and work with some of the best and brightest in the tech industry. We want you to enjoy where you work, who you work with and what you work on. At GrubHub, you can order your cake and eat it too!
Culture
Grubhub offers a very laid back culture where they encourage all employees to contribute to the success of the organization through their entrepreneurial spirit. The organization thrives on team members of all levels interacting, collaborating and mentoring each other.
Perks & Benefits
Competitive salaries and a 401(k) plan with employer matching
$18 per week to use on the Grubhub website
Restricted stock units for all team members
Unlimited snacks and beverages
Learning and development opportunities
Flexible vacation time, paid holidays, and company outings
Casual dress code and private roof top deck

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