Director, Customer Service
About The Opportunity
Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).
While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for part-time work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 17+ million diners food ordering experience and we are partnered with 105,000 restaurants in 2,000 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo).
We are seeking a focused, high-energy leader for our Customer Experience Team. A critical component of Grubhub’s business, this team provides tier 2/3 support to escalated diner issues. The majority of the team’s efforts are focused on live escalations from our frontline Care team. Along with that, we also support Social Media, fraud/accounting work, and App Store reviews..
Reporting to the Senior Director of Care, you will nurture strong relationships with leaders throughout Care and partner organizations like Product, Technology, Operations, finance, and Accounting. You will model excellent customer service and hold your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all customers, internal and external. Additionally, you will utilize a wide range of people and operational management skills to optimize our diner’s and employees' experiences while also maintaining the health of daily and long-term goals.
Some Challenges You’ll Tackle
- Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
- Oversee all operational aspects of the team, including active and consistent daily support of employees to achieve performance goals
- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
- Monitor performance metrics to ensure workforce alignment with company goals and initiatives
- Lead and inspire others to think outside of the box and continuously strengthen performance of the contact center
- Collaborate with the Care Leadership team to align on Care-wide strategy and projects
- Serve on the Care Leader On-Call rotation, which includes 24/7 support of the operation for one or two weeks out of every quarter
- Support technology implementation projects that affect our diner base and the contact center operation
- Support product and technology solutions that help streamline the diner experience and reduce the impact to the company by reducing contacts
- Work with Partner Operations and Care Training to develop and strengthen our frontline team
You Should Have
- Flexibility to work extended business hours, including some holidays throughout the year, and to serve on the on-call rotation
- Ability to travel, typically no more than 5-10 days per quarter
- Bachelor's Degree
- Minimum of 7+ years experience in a dynamic customer service operation, or operational management in a contact center environment
- Leadership and people management skills with a proven ability to effectively develop, coach and motivate employees
- A positive outlook, a thick skin, and a healthy sense of humor
- Flexibility to adapt and to learn on a constant basis
- Fluency in contact center Workforce Management concepts and tools
- Ability to prioritize and work well both independently and as part of a team; ability to balance strategic planning with real-time problem solving and fire fighting
- Ability to collaborate and work well under pressure while making sound decisions in a fluid, fast-paced business environment
- Critical thinking skills with innovative and data-driven approaches to problem-solving
- Highest standards of accuracy and precision; highly organized
- Outstanding verbal and written communication skills
- Intermediate Microsoft Excel skills
- Bonus points awarded for: restaurant experience; an MBA; proficiency in Six Sigma/LEAN methodology; e-commerce or technology company experience
And Of Course, Perks!
- Flexible PTO. It’s true, no strings attached and all the time you need to recharge.
- Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.
- Free Food. Kitchens are stocked and free Grubhub each week.
- Stock Up. All of our employees are owners, in fact, they’re granted Restricted Stock Units, which means we’re all in it to win it.
- Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.