In this role you must leverage your exceptional leadership skills to not only build and develop and coach your team for success but also build exceptional key work partner relationships. You will also fully support our Restaurant partners with order, account and technical support as well as ensure the delivery of a remarkable customer experience by working with your team to help resolve both internal and external restaurant issues, and assist with restaurant transactions as needed. You will model excellent customer service by demonstrating and holding your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all customers. Additionally, you will utilize a wide range of people and operational management skills to optimize the restaurant and employee experience and maintain the health of daily and long-term goals.
We are seeking a focused, high-energy leader for our Restaurant Care group. A critical component of Grubhub’s restaurant business, this evolving team provides account support to our restaurants nationwide through multiple contact channels including tickets, emails, and inbound and outbound calls. As the head of Restaurant Care, you will also nurture strong relationships with leaders throughout Care and other partner organizations like Sales, Marketing, Technology, Operations, and Accounting. In this role you will report to the VP, Care
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
Monitor the Service Level Agreements (SLA), improving contact performance, improving use of resources and the adoption of new proven technologies to reduce contacts, increase efficiency and improve the Customer experience
Monitor performance metrics to ensure workforce alignment with company goals and objectives, including support of Care’s quality assurance program
Manage and develop direct reports on the Restaurant Care Leadership team, including multiple Managers and their Leads
Engage in leading and inspiring others to think outside of the box and develop best practices in the performance of the Contact Center
Collaborate with the Leadership team (the VP of Care and your peers) to align on Care-wide strategy and projects
Oversee all day-to-day and hour-to-hour aspects of the team, including active and consistent daily management of employees
Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
Direct the team’s overall recruiting, staffing, scheduling and performance management to best care for the restaurants who count on your team
Manage technology implementation projects that affect restaurants and the contact center
You Should Have
Flexibility to work extended business hours, including some holidays throughout the year, and to serve on a 24/7 on-call rotation for a week every other month
Bachelor's Degree (Business, Finance Operations Management or Information Science preferred); MBA a strong plus
Minimum of 7+ years experience in a fast moving Customer Service operation, Six Sigma/LEAN or Operational Management in a Contact Center environment
Demonstrated leadership and people management skills, proven ability to effectively develop, coach and motivate employees
E-commerce/technology environment is a plus
Well versed in contact center specific Workforce Management concepts and tools
Ability to prioritize and work well both independently and as part of a team; ability to balance strategic project planning with real-time problem solving and fire fighting
Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
Creative thinker with innovative approach to problem-solving
Strong problem-solving and analytical skills to interpret data
Ability to think creatively, highly-driven and self-motivated
Advanced Microsoft Excel skills
Highest standards of accuracy and precision; highly organized
A willingness to learn and adapt
Articulate with excellent verbal and written communication skills
Ability to work quickly and accurately under time constraints and against deadlines
Highly collaborative and effective communicator with all levels in an organization
Got These? Even Better:
Prior experience with Google applications, Zendesk, Salesforce, proficiency with statistical reporting (MS Excel), Workforce Management Software as well as forecasting/scheduling related software packages
Lean, Six Sigma Green Belt or Six Sigma Black Belt
Familiarity with SQL, Statistics and/or Tableau
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