Senior 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 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. |