Manager, Business Insights & Customer Value at Grubhub

| Remote
Sorry, this job was removed at 2:58 p.m. (EST) on Thursday, August 19, 2021
Find out who's hiring in Boston.
See all Data + Analytics jobs in Boston

The Manager, Business Insights & Customer Value will be responsible for identifying, quantifying and coordinating implementation of opportunities to improve customer experience and reduce cost for our Care department. The successful candidate will have a background in analytics and Lean Six Sigma with a strong ability to bring structure and purpose to a new team within the organization. This position reports directly to the Sr. Manager of Driver/Restaurants (or Sr. Manager of Diner). This position has no direct reports.

The Impact You Will Make

  • Perform root cause analysis to better understand the critical business drivers for Customer Experience for Diners, Driver and Restaurants and leverage this data to influence long-term customer strategy
  • Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
  • Identify and oversee the individual projects that will achieve the broader program goals, formulate/consolidate project plans, identify dependencies, highlight risks and roadblocks, and suggest possible solutions to stay on track
  • Collaborate across the company to ensure that customer pain points from Care are shared, quantified and addressed
  • Liaise within Care to ensure teams are prepared for new company programs and empowered to improve the Customer Experience across all contact types
  • 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 - Product, Technology, Logistics, Marketing and Sales
  • Be curious! Continually identify opportunities to improve the Customer Experience or Reduce Expense
  • Utilize qualitative and anecdotal data as a starting point to create an ROI and identify opportunities for improvement
  • Collaborate with Tech, Product, Finance and Care Sr. Leadership to implement business improvements
  • Provide guidance for change management approaches to the Process Improvement team and larger Care organization
  • Prioritize projects across teams with focus areas in customer experience, expense reduction and employee experience
  • Manage A/B and other structured tests to ensure coordination across business and non-bias results
  • Use trends in key business metrics to identify projects that will the most value to the Grubhub
  • 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
  • Effective analysis is only possible with good data - be a champion of data accessibility, accuracy and quality for the Care team by partnering with our Care Data team
  • 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

  • BA/BS  
  • 2-4 years experience managing and developing a team, preferably within consulting, finance or tech
  • Advanced Microsoft Excel and PowerPoint skills
  • Ability to balance attention to detail with expeditious execution in a fast paced environment
  • Highest standards of accuracy and precision; extremely organized
  • Experience communicating business analysis and business insights insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)
  • Experience to simplify complex problems to Sr. Leadership including strong recommendations and an ROI
  • Strong organizational skills including project management and experience multitasking

And Of Course, Perks!

  • Flexible PTO. Grubhub employees are provided a generous amount of time to recharge their batteries. 
  • Health and Wellness. We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, and a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4-week returnship program, and 6-8 weeks paid medical leave.
  • Learning and Career Growth. Your personal and professional development is a priority at Grubhub. From day one, we empower you to lead and be an active participant in your career growth.  We provide continuous learning opportunities, training, and coaching and mentorship programs.  
  • MealPerks. Who’s ready for some lunch? We provide our employees with a weekly Grubhub credit  to enjoy and support local restaurants. We also offer company-wide meals several times a year to bring our Grubhub family together.
  • Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!
  • Social Impact. We believe in the importance of serving the communities that support our business. In addition, employees are given paid time off each year to support the causes that are important to them. 

     

    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 email address.  

     

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

We are in the heart of downtown Boston's financial district, easily accessible by bus and train, and surrounded by tons of restaurants and amenities.

An Insider's view of Grubhub

How do your team's ideas influence the company's direction?

Our inside sales team lives on the company's front lines, playing an integral part in our growth strategy. Our sales team has direct access to our CSO, CEO and the entire marketing team. Their feedback, ideas, and suggestions -- even down to who they choose to call day in and day out ultimately define who our next client becomes.

Kathleen

Inside Sales Manager

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

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.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Certain roles within Grubhub are eligible to receive company equity.
Performance Bonus
Certain roles within Grubhub are eligible for bonuses.
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Time allotted for learning
Online course subscriptions available
More Jobs at Grubhub57 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Product
new
Boston
Operations
new
Boston
Operations
new
Boston
Developer
new
Boston
Developer
new
Boston
Operations
new
Boston
Product
new
Boston
Project Mgmt
new
Boston
Sales
new
Boston
Design + UX
new
Boston
Sales
new
Boston
Sales
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Developer
new
Boston
Sales
new
Boston
Developer
new
Boston
Marketing
new
Boston
Product
new
Boston
Operations
new
Boston
Data + Analytics
new
Boston
Product
new
Boston
Developer
new
Boston
Data + Analytics
new
Boston
Operations
new
Boston
Sales
new
Boston
Finance
new
Boston
Data + Analytics
new
Boston
Operations
new
Boston
Design + UX
new
Boston