Senior Enterprise Support Manager

| Greater Boston Area
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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 Senior Manager will manage all “L1” Team Leads. This individual will work alongside the Manager of the senior team and report to the Director of Enterprise Support. This role is Support’s second-in-command, with the agency to step in for the director when and where needed.

 

This individual will be responsible for setting the direction of all teams and agents within their purview, as well as assisting 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 biweekly 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 team’s manager and the director
  • Ensure team leads track the metrics and performance of their individual agents; assist team leads 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; ensure they are delegated fairly across leads and agents as appropriate
  • Identify opportunities for Support to provide a stronger value-add across the Enterprise organization
  • Actively promote and contribute to a positive, supportive atmosphere for all employees
  • Conduct quarterly reviews with direct reports and skip-levels 1:1s as needed
  • Coordinate outings as well as in-house events; ensure team leads stay within the quarterly budget, but also that they do use the budget they’re given
  • With input from team leads, determine (and temper) hiring needs for the team. Attend all on-site interviews. Ultimate decision-maker for hiring/passing on candidates
  • Train team leads on conducting candidate phone screens
  • Sort through inbound applicants; get the interview process started for those who are a good fit, and let candidates with whom we will not be moving forward know as quickly as possible

You Should Have

  • 5-8 years of management experience, preferably in a high-volume service environment
  • Must be drawn to data, with the ability to translate KPI reports into actionable takeaways
  • Advanced mastery of Zendesk views and reporting required, or equivalent platform’s transferable experience
  • 3-4 years of experience with scheduling and staffing required
  • Intermediate SQL preferred
  • 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!

  • 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • 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 happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Friday Half Days! Grubhub has newly instituted a permanent Friday afternoon holiday -- meaning Permanent Friday HALF DAYS!!! Our offices are closed every Friday, so in-office teams will work remote every Friday. All employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off ... but everyone is getting extra time off, regardless!!!

COVID-19. Grubhub Covid-19 vaccination policy requires employees to be fully vaccinated, and employees must be able to show proof of full-Covid-19 vaccination, prior to starting employment.

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
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.
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
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
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
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.
Continuing education available during work hours
Online course subscriptions available

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