Enterprise Merchant Team Trainer at Grubhub

| 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 21.2 million diners food ordering experience and we are partnered with 150,000 restaurants in 2,700 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! 

 

Job Summary

The Enterprise Merchant Team Trainer is responsible for facilitating onboarding training for all new Merchant Team L1 hires, as well as orchestrating senior-level onboarding training for Merchant Team L2 agents. This role will also be primarily responsible for ensuring relevant training materials for the department are updated and the appropriate refresher trainings are run as needed. 

Some Challenges You’ll Tackle

  • Calendar Management/Scheduling
    • Merchant Team New Hires/Onboarding :
      • Schedule all onboarding classroom trainings, shadow sessions, and on the job training sessions for newly hired support agents
      • Coordinate with support agents and leadership to assign team members to run trainings and proctor hands-on learning
      • Schedule and host end of day sessions for new support agents
    • Merchant L1 Refreshers:
      • Coordinate and schedule two refresher trainings a month for the department to facilitate continued educationPoll the team and work with leadership to gauge department education needs
    • Merchant L2 Team:
      • Coordinate and schedule L2 trainings when there are new senior team members being onboarded
    • Grubhub Care:
      • As needed, assist with training Grubhub Care agents or their dedicated trainers (remotely, but may involve some travel)
  • Training
    • Run classroom trainings for both internal team as well as external enterprise clients’ support teams as needed
    • Run L2 onboarding trainings and refreshers
  • Documentation/Training Material Upkeep
    • Create, maintain, or delegate updates to any training collateral for the Merchant Team (for onboarding trainings, retrainings, or senior trainings)
    • Catalogue all refresher training collateral and record all Refresher trainings and post them in Confluence
    • Source topics for 102-level trainings (checking in with the team on what they want to see most, including team leads and graders to get a sense of subjects that the team might be struggling with)
      • Collaborate with internal departments to gather training needs and knowledge
  • Mentorship
    • Mentor and serve as point-of-contact for all new hires during the onboarding process
    • Coach agents on presentation delivery to improve new hire focus and information retention
    • Gather feedback on all new hires and distribute information to leadership to track new agents’ growth
    • Escalate issues that require leadership assistance (such as time off requests, personal needs or accommodations, etc.)
  • Litmos
    • Create, modify (as needed), and assign all Litmos courses to new hires at appropriate times during the onboarding cycle
    • Review all Litmos courses for compliance and grade assessments when necessary
    • Quarterly review of Onboarding Litmos tests to ensure information is accurate/examples are still relevant
      • Or reach out to appropriate specialist to update Litmos

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 [email protected] 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
    • C#Languages
    • JavaLanguages
    • RubyLanguages
    • AndroidLanguages
    • iOSLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Relational DatabasesDatabases
    • Google AnalyticsAnalytics
    • 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.
Why This Employee calls Grubhub the Cirque du Soleil of Tech Talent
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An Insider's view of Grubhub

What’s the vibe like in the office?

It's fun coming to work because there's a constant buzz in the office. Everyone's excited to be here, working on big things, but also having fun collaborating and just being around each other. The marketing team is really tight knit- even though we're busy heading up our own projects, we make sure to take time to catch up on what we're up to.

Dyan

Growth Marketing Manager

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

Health and Wellness: We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4 week returnship program, and 6-8 weeks paid medical leave.

Learning and Career Growth: Your personal and professional development is a priority at Grubhub. From your very first day here, you are empowered to lead and be an active participant in your career growth. We provide continuous learning opportunities, trainings, as well as coaching and mentorship programs.

PTO. It’s true, Grubhub employees are provided a generous amount of time to recharge their batteries.

MealPerks: We never let our people go hungry! We provide our employees with weekly credit to use on Grubhub, and offer company-wide meals several times a year to bring our Grubhub family together.

Fun: Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful initiatives across our offices. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
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
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Time allotted for learning
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