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Sr. Analyst, Process Improvement

| Chicago

We’re Grubhub, the nation’s leading online and mobile food ordering company. Since 2004 we’ve been connecting hungry diners to the local restaurants they love. We’re moving eating forward with no signs of slowing down.

With more than 85,000 restaurants and over 15.6 million diners across 1,600 U.S. cities and London, we’re delivering like never before. Incredible tech is our bread and butter, but amazing people are our secret ingredient. Rigorously analytical and customer-obsessed, our employees develop the fresh ideas and brilliant programs that keep our brands going and growing.

Long story short, keeping our people happy, challenged and well-fed is priority one. Interested? Let’s talk. We’re eager to show you what we bring to the table.

The Process Improvement Analyst will be responsible for streamlining Care operations by improving processes and policies. 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
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You Should Have

  • Bachelor's degree required
  • 2+ years of Quality, process improvement, management consulting, change management, or related business experience required
  • Strong problem solving skills required
  • Excellent verbal and written communication required
  • Ability to manage multiple projects and support the quality team in implementation of ideas  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
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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
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We deliver favorites every day. Join us as we move eating forward.

Read Full Job Description

Location

111 W. Washington St., Suite 2100, Chicago, IL 60602

What are Grubhub Perks + Benefits

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
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

$18 per week to use on the Grubhub website. Restricted stock units for all team members. Learning and development opportunities. Flexible vacation time, paid holidays, and company outings. Casual dress code and private roof top deck.

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