Partner Operations Manager at Grubhub

| Chicago
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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 work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 20+ million diners food ordering experience and we are partnered with 125,000 restaurants in 2,400 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).

Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!

 

We are seeking a Partner Operations Manager to work closely with our third-party contact centers. We are looking for someone who is data-driven, business-minded, and results-oriented. 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.


The role is based in our Chicago, IL office.

 

Some Challenges You’ll Tackle

  • Deep involvement in partner operations (tracking progress to goals, identifying areas of opportunity, and working with partner leadership to gain traction on initiatives)
  • Responsible for reporting & data analysis and monitoring KPIs & business drivers across all of Care - highlighting trends and investigating underlying causes of variance
  • Build out and maintain a reporting platform to display organizational dashboards, vendor performance metrics, manager performance metrics, and agent level performance
  • Organize and maintain data for agent performance and key performance indicators
  • Perform advanced analytics to better understand the critical drivers of our business – including but not limited to diner behavior, restaurant relationships, product engagement, and market-specific performance
  • Troubleshoot problems to ensure the continuity of the partner operation
  • 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
  • Work closely with Care leadership to provide regular feedback
  • Attend recurring Workforce Management, Finance, and Quality meetings, and others as needed
  • 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

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
  • 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

 

*Internal candidates: This is an exempt position. Please refer to our internal hiring guidelines for eligibility information. 

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.
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks

Location

111 W. Washington St., Chicago, IL 60602

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

Health and Wellness: We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4 week returnship program, and 6-8 weeks paid medical leave.

Learning and Career Growth: Your personal and professional development is a priority at Grubhub. From your very first day here, you are empowered to lead and be an active participant in your career growth. We provide continuous learning opportunities, trainings, as well as coaching and mentorship programs.

PTO. It’s true, Grubhub employees are provided a generous amount of time to recharge their batteries.

MealPerks: We never let our people go hungry! We provide our employees with weekly credit to use on Grubhub, and offer company-wide meals several times a year to bring our Grubhub family together.

Fun: Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful initiatives across our offices. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
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
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
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
Promote from within
Time allotted for learning
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