Director, Care

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 job is hybrid in Chicago, IL or Tempe, AZ
Requires 25% travel
The Director, Care will lead the Care Restaurant operations team. This large team consists of over 50 team members and supports over 300 specialists at partners. In this role you will be responsible for the development and execution of Care's overall operations, ensuring the teams are executing while pushing the envelope on how and where to improve the Customer Experience. A successful candidate will have strong, progressive leadership experience as well as a background in Customer Service with experience in leading large teams. We are looking for someone who thinks about innovation, uses data and metrics to influence their decisions, and has a proven ability to lead and execute.
The Impact You Will Drive:

• Lead, coach, develop, and mentor a large team while constantly raising the bar. Support large team of Operations Sr. Managers and Managers ensuring that they are leading and developing their teams in alignment with company policies and objectives
• Own strategy and direction for Care Operations teams that aligns with overall business goals and objectives
• Lead Voice of Customer and Customer Journey efforts and ensure Customer Experience is prioritized across Care
• Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
• Collaborate with the Leadership team to align on Care-wide strategy and projects
• Collaborate across teams to determine root cause and go forward direction using data and information
• Be curious! Continually seek and identify opportunities to improve the customer experience, reduce expense or make people's work day easier

What You Bring to the Table:

• 10+ years of experience leading large customer services teams
• Experience working cross-functionally to obtain buy-in, must be able to influence stakeholders and get other teams on-board in helping achieve your goals
• Ability to act quickly, stabilize escalated situations, multitask, and adapt to frequent changes
• Proven ability to build an effective team, while continuing to develop, coach and motivate
• A natural leadership presence; experience motivating and driving performance for people without direct reporting relationships
• Strong organizational, prioritization, and time management skills, ability to multitask
• Track record of driving results and developing his/her team
• Creative problem solving and analytical skills; ability to develop/implement process improvements
• Articulate with excellent verbal and written communication skills
• Advanced Microsoft Excel and PowerPoint skills
• Highest standards of accuracy and precision; highly organized
• Bachelor's degree required; Masters/MBA preferred

And Of Course, 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 . At Grubhub we believe in giving back through programs like the Grubhub Community Fund . Employees are also given paid time off each year to support the 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].