Process Improvement Senior 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 Senior Analyst will be responsible for executing business process improvement initiatives throughout Care operations. This person will also work to improve core call center processes, optimize agent workflows and customer experience, and work with the other business areas to eliminate root causes of customer dissatisfaction and reduce contacts. A successful candidate will be customer -centric and have strong analytical skills as well as a proven track record of full cycle project management. The position reports to the Director, Quality and will have frequent interaction with the VP, Care.
Some Challenges You’ll Tackle- Conduct deep dives into call center processes and identify the root causes of customer dissatisfaction & process issues.
- Provide data-driven recommendations for enterprise-wide improvements
- Manage multiple projects and support the quality team in a demanding and rapidly changing environment.
- Drive a customer-centric culture by identifying quality improvements based on customer feedback and core performance measurements.
- Provide data-driven insight to all relevant stakeholders to drive change and improve the customer experience.
- Identify opportunities and drive solutions to enable automated tools and applications for customer self-service related to help and information.
- Advocate on behalf of the customer to ensure a consistent and valuable experience
- Bachelor's degree required
- 5+ years of process improvement, management consulting, change management, or related business experience
- Statistics expertise required
- Demonstrated experience leading cross-functional projects in a fast-paced environment
- Experience interpreting data analytics to derive business insight required
- Strong verbal and written communication skills required
- Experience in customer service operations strongly preferred
- SQL skills highly preferred
- 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.