Director, Quality
Grubhub leads in the mobile food-ordering industry with a portfolio of brands that includes Grubhub, Seamless, MenuPages and Allmenus. We’re dedicated to connecting hungry diners with local restaurants. With offices in New York City, Chicago and London, Grubhub supports every order with 24/7 customer service.
We want you to enjoy where you work. Who you work with. What you work on. At Grubhub, you can order your cake and eat it too.
About the Opportunity:
The Director, Quality will be a key asset for the future growth of our Care organization. This role will be responsible for leading all Quality related activities within the Care organization. This would include conducting a deep dive into Quality, making problems visible and finding the root causes of customer satisfaction issues and process issues and then developing and deploying sustainable resolutions.The Director will also the drive long-term strategy within that group and provide consulting and strategic support to the entire organization. The position reports to the VP, Care and will have frequent interaction with the CFO and CEO.
Some Challenges You’ll Tackle:
- Conducting a deep dive into Care Quality, make problems visible and identify the root causes of customer satisfaction & process issues, then develop and deploy sustainable organizational solutions
- Driving a culture of Continuous Improvement throughout the Care organization
- Ownership of CSAT and Customer complaint process
- Leadership of Internal Continuous Improvement program
- Hands-on development and management of contact center quality practices and processes
- Serve as a key stakeholder in the design and implementation of performance standards and measurements as well as policies and procedures for best in class customer service levels
- Track specialist Quality Assurance - both individual performance scores as well as team trends - and develop effective reporting tools to communicate results and coach at all levels in Care and internal Executive stakeholders
- Audit Care Specialist communications with restaurants, diners and external partners to maintain a feel for collective strengths and weaknesses
- Manage a team of Quality Coordinators, which includes hiring, onboarding, development, team building, and everything in between
- Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
- Provide feedback to and work alongside with the Care management team on quality issues, conducting root cause analysis with corrective and preventative action plans
- Cross-functional projects, collaborating with workforce management, operations and external vendors
- Other duties as assigned by the senior Care leadership team
You Should Have:
- Bachelor's Degree (Operations Management or Information Science preferred)
- 5+ years experience Lean Process Improvement, Six Sigma or Operational Management/Analysis in a Contact Center environment
- Strong problem-solving, analytical, and project management skills
- Ability to think creatively, highly-driven and self-motivated
- Proven track record of successful process improvement projects
- Advanced Microsoft Excel skills
- Highest standards of accuracy and precision; highly organized
- A willingness to learn and adapt
- Articulate with excellent verbal and written communication skills
- Demonstrated ability to work with team members across an organization
Got These? Even Better:
- Lean, Six Sigma Green Belt or Six Sigma Black Belt
- Familiarity with SQL, Statistics and/or Tableau
And Of Course, Perks!:
- Unlimited paid vacation days. Choose how your time is spent.
- Never go hungry! We provide weekly GrubHub/Seamless credit.
- Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more.
- Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections.
We deliver favorites every day. Join us as we move eating forward.
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. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability 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 your contact information.
