Senior Manager, Care Systems and Tools at Grubhub

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The Senior Manager, Care Tools  will be responsible for leading the Care business strategy for all current and prospective tools. The successful candidate will have sufficient technical acumen with the ability to communicate and prioritize across stakeholders and business initiatives. This position reports to the Director, Care Support.

 

The Impact You Will Make

  • Determine tools and investments needed to execute on Care strategy
  • Lead strategy for Zendesk CRM, telephony and omni-channel solutions
  • Partner with Technology, Product, Finance, etc. to ensure Care has tools necessary for success and to implement business improvements
  • 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
  • Keep track of Business Systems best practices, trends, and advancements
  • Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
  • Utilize qualitative and anecdotal data as a starting point to create an ROI and identify opportunities for improvement
  • Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIs
  • Be curious! Continually identify opportunities to improve the Customer Experience, Reduce Expense or make people’s work day easier
  • Perform root cause analysis to better understand the critical business drivers – including but not limited to diner behavior, restaurant relationships, product engagement, and market-specific performance, and leverage this data to influence long-term strategy

What You Bring to the Table

  • BA/BS or MBA 
  • 7-10 years of experience in a analytical, technical or customer service role preferably within tech, consulting, or finance
  • 3+ years of people management experience required
  • Strong analytical skills with an ability to dive deep, summarize, and communicate important data
  • Excellent written and verbal communicator with experience communicating with all levels up to and including executive management
  • Strong attention to detail effectively managing multiple activities and/or projects concurrently
  • Critical thinker with strong analytical skills (you are an expert at Excel and SQL skills a plus)
  • Experience identifying and capturing business needs and translating into detailed project requirements
  • Ability to work with autonomy in a fast-paced environment and a strong sense of accountability
  • Proven experience managing vendor relationships and assisting with the software selection process
  • Adaptability, flexibility, and a willingness to work within changing priorities including ad hoc requests
  • Experience with telephony systems required (Five9 preferred)
  • Experience with CRM system required (Zendesk preferred)

And Of Course, Perks!

  • Flexible PTO. Grubhub employees are provided a generous amount of time to recharge their batteries. 
  • 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. 
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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
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