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 part-time work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 19+ million diners food ordering experience and we are partnered with 115,000 restaurants in 2,200 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo). 

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!

The Campaign Specialist is the rewards expert of the team. They are responsible for teaching the team the ins and outs of campaigns, updating the team on upcoming offers and existing reward bugs/issues, and setting support protocol for when a campaign goes haywire. This role will also dig deeper into common campaign issues and work directly with brand management to alleviate these issues. 

Some Challenges You’ll Tackle

• Ticketing:
  • • Work L2/escalated tickets related to campaigns and rewards; in absence of escalated tickets, ~2 hours/day of L1 tickets (or 240/month, whichever is greater)
    • Remotely manage the Enshored team through active auditing of their work, biweekly meetings with their team supervisor, determining their SOP, and creating their training documentation
    • Create appropriate macros for merchants with receipt scan feature to ensure feature works smoothly for missed transaction situations

• Deflection:
  • Build charts to show the volume from problematic campaigns from the preceding week, in order to identify deflection opportunities for similar campaigns in the future
  • Review individual campaigns, the Campaign Creator, and campaigns as they function in admin for anything confusing or misleading; work with the brand manager to fix or improve as needed
  • Submit feature requests based on findings of the above

• Documentation:
  • • Maintain campaign newsletter based on the campaign sync and any other campaigns that come up during the week
    • Create and maintain EKB documentation on the dashboard’s campaign creator for our merchants
    • Create and maintain IKB documentation regarding campaigns to ensure the team is kept up to speed

• Interdepartmental Meetings:
  • • Attend weekly or bi-weekly campaign sync with Marketing Operations Analyst (Aarika) to get updates on new or existing Agency and GH campaigns
    • Attend the weekly company wide Campaign Office Hours as a representative of the support department and bring any concerns/questions that may have arisen (Weds at 4pm in America at 1 Fed)

• Mentorship:
  • • Host internal campaign/rewards office hours to provide additional support to agents (L1, L2, other)
    • Be present on Slack to answer any campaign related questions and to remain aware of any issues of current campaigns
    • Serve as a senior escalation point when SMB and sub-Enterprise agency clients request new campaigns, or have issues with the custom campaign creator that the Merchant Team or Merchant Team Lead cannot resolve

• Training:
  • • Review agents’ QA’d tickets which were checked as ‘agent misinterpreted campaign’ to be able to provide re-trainings and specific discussion topics during office hours
    • Onboarding training for new hires (as needed)
    • 102 style trainings for tenured L1 agents (quarterly or more frequently if needed)
    • Maintain and create new trainings as necessary

• Litmos:
  • Review Level 1 Support - Campaigns Litmos on a quarterly basis to make sure it is up to date
  • Grade Level 1 Support - Campaigns responses

• Badges:
  • Review campaign badges (Campaign Sidekick & Campaign Hero) on a quarterly basis to ensure that the requirements are still reasonable and valid
    • https://docs.google.com/document/d/1PV7Zxw1rj0s-JqLSYBQZPu8C03rNmnEQlYKSE12mMFM/edit?usp=sharing 
  • Review and provide feedback for work completed by agents pursuing the campaign badges

Goals/hopeful future projects

• Compile list of campaigns that need to be moved off Zapier; sync with Aarika or Adair before building
• Create a series of short videos describing the purpose and potential examples of how to use each section of the campaign creator

And Of Course, Perks!

• PTO. It’s true, we provide you a generous amount of time 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.