We work with awesome people every day. We don’t mean “awesome” like how other people use “awesome”—in some conjunctive form with “sauce” or “balls.” We really mean it. We work with some of the greatest people in the tech industry here at GrubHub. We’re looking for more.

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:

GrubHub Care is seeking a bright and enthusiastic individual to lead the Quality Assurance (QA) team. The ideal candidate will have hands-on experience in developing and managing QA practices and processes, and love customer service more than chocolate. Reporting to the Senior Manager of Training and Quality, this position requires a go-getter spirit and the ability to work independently. We’re looking for someone with the maverick mentality required to make an instant impact. Our Care department is fast-paced and ever-growing (sort of like the rest of GrubHub…) so the right candidate will be energized by the challenge of a moving target. This Manager will strive for Care team efficiency, consistency, integrity, and empathy to ensure a world-class customer experience. Got what it takes for the job?

Some Challenges You’ll Tackle:

• 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
• Track Quality Assurance - both individual performance scores as well as team trends - and develop effective reporting tools to communicate results to all levels in Care
• Audit samples of Care Specialist communications with restaurants and diners to maintain a feel for collective strengths and weaknesses in the department
• Provide feedback to and work alongside with the Care management team on quality issues, conducting root cause analysis with corrective and preventative action plans
• Serve as a key stakeholder in the design and implementation of performance standards and measurements as well as policies and procedures
• Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Workforce Management, internal Care Operations, and external Partner Operations leaders
• Other duties as assigned by the senior Care leadership team

You Should Have:

• Bachelor’s degree strongly preferred
• 5+ years of customer service experience with 2+ years in a supervisory capacity - many bonus points awarded for training, quality, and/or policy experience

• Strong organizational skills and excellent follow-through
• Experience building, leading, and mentoring a team
• High emotional intelligence, a can-do mentality and a creative approach to problem solving
• Outstanding written, verbal, interpersonal communication skills (English); multilingual is a plus
• Strong analytical and reporting skills. Are you friendly with Excel?

Got These?  Even Better:

• A quirky sense of humor and a mild obsession with snacks - your potential new boss enjoys doughnuts and peanut butter cups

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 Inc. is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer.