Command Center Lead

About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
This is your chance to jump at a great opportunity. We're looking for someone who is a team player and ready to dive into our operation. As a Command Center Lead you'll help guide, build and execute processes that are necessary to support the entire Care Operation. We're very protective of our culture
so you must lead by example. It's also important that you're self-motivated and employ a naturally curious approach. Oh and of course it goes without saying that providing stellar customer service is a must.
The Impact You'll Make:• Provides supervision and coaching to analysts on the team, serving as an interim leader for the team in the absence of Management• Responsible for team member's real time performance, ensuring effective real-time decisions are made to drive excellent customer experiences, and Command best practices are followed• Monitors Service Level achievement in real-time of the entire operation, including internal and external teams, and is able to perform root cause analysis to identify reasons and trends when Service Level is not achieved• Provide timely information, analysis, feedback, and guidance regarding the performance of the operation at regular intervals to leadership• Align with call center partners to ensure appropriate staffing coverage is in place and real time decisions support results. Attends partner meetings.• Support Command Center Coordinators and Senior Coordinators in the use of Verint, Five 9, Zendesk, and Tableau• Analyzes, compiles, and reports on Coordinator Performance for assigned metrics for Quality and Production. Provides training, shadowing, and coaching where needed to assist with improvement. Shares team results at a cadence communicated by Leadership• Owns Coordinator schedule creation and assists with maintenance of assigned tasks and responsibilities. Review of internal reports after creation to ensure quality is maintained.• Owns monitoring of the Command Center Zendesk instance to ensure our internal workload meets SL• Ownership of process improvement projects and Partner/Stakeholder training as delegated, acting as a SME for cross-departmental projects and collaborating proactively and cross-functionally with appropriate leadership• Assists with new hire onboarding, when required, collaborating with the team to ensure a smooth onboarding experience• Supports team during Tech Issues to direct, monitor, and collaborate until a resolution is found• Supports an On-Call rotation to provide guidance and take action when outages and tech issues create a business impact. Provides support and guidance to the team• Realign tasks and responsibilities as business needs dictate
What You Bring to the Table:• Flexibility in hours, able to work evenings, day shifts, and on-call when needed• 3-5 years of prior WFM experience in operations, customer service, or contact centers• Prior leadership experience preferred• Experience with Five9, eWFM, Verint, or other workforce management systems preferred
• Excellent Excel skills (index/match, sumifs, pivot tables, etc)• 3-5 years of call center analytical experience• A willingness to learn, adapt and initiate action• Proven track record of successfully working independently with little to no supervision• A strong love to help others succeed• A wide degree of creativity, it's fun to work at Grubhub• Strong attention to detail• Cool under pressure and can make decisions
And of course, the Perks:

• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Compensation. You'll receive a great compensation package with eligibility for generous incentives, bonuses, commission, or RSUs (role-specific).
• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Social Impact. We believe in giving back through programs like the Grubhub Community Relief Fund, and provide our employees opportunities to support causes that are important to them.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email 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 email address.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].