Partner Operations Manager
About The Opportunity
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 80,000 restaurants and over 14 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.
We are seeking a Partner Operations Manager to work closely with our third-party contact centers and to be based out of Chicago office or a remote site if out of state. The Partner Operations Manager is responsible for the relationship between Grubhub and third-party contact centers. Reporting to the Director, Care Operations this person will be the glue between many critical moving parts. The right candidate is an A-player, exhibits strong leadership qualities, acts independently and also as part of a team. This person is: strategic, proactive, persistent when needed, and supportive and collaborative at all times. This person will be responsible for answering: “Is the partner operating optimally and providing the service necessary for Grubhub to succeed?” and “Is the partner receiving the support needed from GrubHub to be successful?” This person will also be responsible for helping drive performance and efficiencies at the partner locations.
Some Challenges You’ll Tackle
- Work closely with Care leadership to provide regular feedback
- Deep involvement in partner operations (tracking progress to goals, identifying areas of opportunity, and working with partner leadership to gain traction on initiatives)
- Attend recurring Workforce Management, Finance, and Quality meetings, and others as needed
- Analyze and track existing reporting; make recommendations on areas of improvement
- Conduct weekly calls to provide updates on performance, progress, and highlight issues that need addressing with recommendations to move forward
- Support partner employee onboarding and offboarding - ensure best practices are being followed, maintain parity with hiring and ensure the hiring profile is reflective of the Grubhub mission, make recommendations in aid of hiring the best
- Collaborate with internal and external partner leaders to establish team goals and implement strategies for executing, measuring progress, and communicating results against these goals
- Troubleshoot problems to ensure the continuity of the partner operation
- Identify continuous process improvements and make recommendations on improvements
- Regular collaboration with stakeholders of Quality, Process Improvement, Product and others in an effort to drive increased efficiency, customer experience, and performance
- Be the communication point so that partner location is: aware of general updates, new programs, and P&P changes from the Care operation and is prepared to take action
- Travel to partner locations, as needed and as determined to support overall business initiatives
You Should Have
- BS/BA Degree or equivalent experience required
- 3-5 years contact center management required; direct experience with call center outsourcing models preferred
- Experience with service provider/client management, business operations, contract management preferred
- Superstar verbal and written communication skills to choose the right tone for different messages for various levels of internal and external customers
- Exceptional interpersonal skills and a sense of authority; people need to like and respect you
- Outstanding organizational and project management skills
- Ability to work independently but also collaboratively with both Grubhub personnel and partner personnel
- Analytical skills to interpret reports, systems, and other technical information and form conclusions and/or recommendations
- Ability to thrive in a fast-paced environment
- Ability to facilitate conflict resolution; diplomatically diffuse situations
- Experience with managing confidential and sensitive employee information
- Experience with computer systems: MS Office required including proficiency in Excel; Google Accounts
- Travel will be required, 25%-40%
- Flexibility to occasionally work nights/weekends/holidays based on business need
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 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.