Enterprise Support Manager
About The Opportunity
Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).
While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 20+ million diners food ordering experience and we are partnered with 125,000 restaurants in 2,400 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).
Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!
Role Summary
The Enterprise Support Manager will directly manage the Senior Team Lead and individual project managers. This individual will work alongside the Senior Manager and report to the Director of Enterprise Support.
The Enterprise Support Manager will be responsible for setting the direction of all teams and agents within their purview, as well as assisting their peers and the director with determining the direction of the department as a whole. This role involves significant interdepartmental communication; as a manager in the company this individual will be expected to take all departments into consideration in the face of potential change, and make decisions in consideration of the entire organization, not simply Support.
Some Challenges You’ll Tackle
- In collaboration with the individual Team Leads, set goals and strategy for each team
- Hold weekly 1-on-1 meetings with direct reports
- Attend weekly Team Lead meetings to ensure open communication across all teams within the department
- Attend weekly Leadership meetings with the Senior Manager and Director
- Ensure Team Lead tracks the metrics and performance of their individual agents; assist Team Lead when and where needed so that they can maximize their agents’ potential
- Collaborate with all levels of Support leadership and agents alike to identify trends in user and merchant-reported issues. Continually brainstorm creative solutions for deflecting and mitigating impact of tickets, leveraging connections across departments to implement the best resolution for all parties
- Proactively identify local and interdepartmental projects for Team Leads and Senior Support Specialists
- Identify opportunities for Support to build greater technical skills and better support other departments within the Enterprise world
- Actively promote and contribute to a positive, supportive atmosphere for all employees
- Conduct quarterly reviews with direct reports and quarterly skip-level 1:1s with L2s
- Coordinate outings as well as in-house events
- With input from Team Lead, determine hiring needs for the senior team. Attend all on-site interviews for senior roles. Ultimate decision-maker for hiring/passing on senior candidates
- Over the course of the next year, this individual will play a pivotal role in elevating the senior team’s technical level, as well as determining opportunity for the creation of an L3 Senior Engineering tier
You Should Have
- 3-5 years of management experience, preferably in a high-volume service environment
- Intermediate level of SQL and SumoLogic required; other proven ability to master technical tools and skills acceptable
- Strong written and verbal communication skills, with the ability to tailor messages
- Adaptable, flexible, ready and excited to pivot on a moment’s notice, without complaint; day-to-day tasks change quickly and constantly
- Radiate awesomeness at all times: show a positive attitude and confidence, be team-oriented, have a sense of humor
- Love solving problems and helping people walk away happy
- Bachelor’s Degree or equivalent experience
Bonus Points
- Desire to know everything about everything all of the time
- Knowledge and interest in mobile apps and/or payments
- Experience working in a startup environment and/or helping run a restaurant
- Extensive appreciation for baked goods, board games, .GIFs, and/or banter
And Of Course, Perks!
And Of Course, Perks!
- Flexible PTO. It’s true, no strings attached and all the time you need to recharge.
- Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.
- Free Food. Kitchens are stocked and free Grubhub each week.
- Stock Up. All of our employees are owners, in fact, they’re granted Restricted Stock Units, which means we’re all in it to win it.
- Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.
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 talentacquisition@grubhub.com 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. |