Process Improvement Analyst
Be the first of your friends to declare, “I love where I work!” and actually mean it. Laugh hard and work hard with some of the best and brightest in the tech industry.
Grubhub Holdings Inc. is the nation's leading online and mobile food-ordering company dedicated to connecting hungry diners with local takeout restaurants. The Grubhub Holdings Inc. portfolio of brands includes Grubhub, Seamless, MenuPages and Allmenus. The company’s online and mobile ordering platforms allow diners to order directly from more than 45,000 takeout restaurants in over 1,100 U.S. cities and London. Every order is supported by the company’s 24/7 customer service teams. Grubhub has offices in Chicago, New York and London.
The Process Improvement Analyst will be responsible for streamlining Care operations by improving processes, policies and providing technology enhancement recommendations. This person will also work on optimizing agent workflows and customer experience, and collaborate with the other business areas to eliminate root causes of customer dissatisfaction and reduce contacts. A successful candidate will be customer obsessed and have strong project management and organization skills. The position reports to the Director, Quality and will have frequent interaction with the VP, Care.
Some Challenges You’ll Tackle- Conduct monthly audits of Care Key Performance Indicators based on audit structure put in place by the Quality team.
- Responsible for maintaining the internal knowledge base (Wiki) for Care and ensuring all processes and workflows are documented and up-to-date
- Document standard workflows across the Care org and identifying process gaps
- Conduct ongoing deep dives into customer satisfaction and identify customer pain points and provide recommendations for process, policy and technology changes.
- Advocate on behalf of the customer and company to ensure a consistent and valuable experience for each customer.
- Providing recommendations to leadership and cross-functional business partners to streamline processes and flow of information
- Assist Director of Quality in instilling a culture of continuous improvement by championing projects
- Bachelor's degree required
- 2+ years of process improvement, management consulting, change management, or related business experience required
- Strong presentation skills required
- Excellent written communication required
- Ability to manage multiple projects and support the quality team in a demanding and rapidly changing environment.
- Experience in customer service operations strongly preferred.
- Experience with process mapping tools such as MS Visio strongly preferred
- Statistics expertise desired
- Lean/Six Sigma Green Belt Certification preferred
- 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
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.
