Director, Workforce Management

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About The Opportunity

Welcome!

Got a taste for something new?

 

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 95,000 restaurants and over 16.4 million diners across 1,700 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.

 

 

As a Director, you will be responsible for leading all related activities within your area and in the Care organization, including conducting a deep dive into your area and making problems visible, finding the root causes and then developing and deploying sustainable resolutions. The Director will also drive the long-term strategy for your area and provide consulting and strategic support to the entire organization.  This position reports to the VP,Care and will have frequent interaction with the CFO and CEO.

Some Challenges You’ll Tackle

  • Driving a culture of Continuous Improvement throughout the Care organization
  • Actively contribute to the overall Care leadership operational targets, as well as, our daily business decisions
  • Hands-on development and management of contact center quality practices and processes
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
  • Drive strategic initiatives and support the development of long-term growth plans and profitability goals
  • 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
  • Direct the team’s overall recruiting, staffing, scheduling and performance management
  • 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 preventive action plans
  • Collaborate with the Leadership team (the VP of Care and your peers) to align on Care-wide strategy and projects

You Should Have

  • Highest standards of accuracy and precision; highly organized
  • Demonstrated effective leadership and people management skills
  • Proven ability to build an effective team, while continuing to develop, coach and motivate
  • Well versed in contact center specific Workforce Management concepts and tools
  • Track record of successful process improvements and guiding others to succeed
  • A natural leadership presence and air of authority; experience motivating and driving performance for people without direct reporting relationships
  • Creative problem solving and analytical skills; ability to develop/implement process improvements
  • Flexibility with your schedule and willingness to work unconventional shifts, including weekends and several holidays throughout the year
  • Ability to act quickly, stabilize escalated situations, multitask, and adapt to frequent changes
  • Develops methods to measure effectiveness of WFM planning & scheduling processes and uncover insights and opportunities
  • Creates reporting infrastructure that allows the business to clearly understand root causes of Service Level misses on a daily basis, and even throughout the day
  • Articulate with excellent verbal and written communication skills
  • Advanced Microsoft Excel skills

 

Got These?  Even Better:

 

  • Master’s Degree preferred
  • Lean, Six Sigma Green Belt or Six Sigma Black Belt
  • Familiarity with SQL, Statics and/or Tableau

And Of Course, Perks!

  • Unlimited Paid Time Off - choose how your time is spent
  • Benefits for Full-Time Employees
  • 401K with a Grubhub match
  • Never go hungry! We provide weekly Grubhub credit for FREE food
  • Regular in-office social events, including 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. If you are applying for a job in the U.S. and need a reasonable accommodation 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 contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

111 W. Washington St., Chicago, IL 60602

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Half Day Fridays! Grubhub has newly instituted half day Fridays where all employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off, but everyone gets to enjoy the perk!

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Certain roles within Grubhub are eligible to receive company equity.
Performance bonus
Certain roles within Grubhub are eligible for bonuses.
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Continuing education available during work hours
Online course subscriptions available

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