Director, Care (Business Insights)

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!
The Director, Care will lead the Care Insights and Experience teams to drive the strategy and influence Customer Experience across the organization. This team utilizes Care data and insights working cross-functionally to drive improvements in the business for all our customers. A successful candidate will be someone who proactively identifies trends and reviews analytics to drive actions while leading cross-functional initiatives. This role will require expertise in not only data analysis, but also using creativity to tell a story outside of data-heavy presentations. We are looking for someone who thinks innovatively, is motivated by making an impact and has a proven ability to lead and execute.
The Impact You Will Make:

• Own strategy and direction for Care Insights team, aligning with overall business goals and objectives
• Present key insights with leadership and follow up with additional analysis as required, anticipating/identifying issues that could affect our quality and develop options and solutions with inputs cross-functionally
• Coordinate new company initiatives across Care to ensure smooth communication and execution
• Lead Voice of Customer and Customer Journey efforts and ensure Customer Experience is prioritized across Grubhub
• Execute deep-dive analysis to interpret and translate business needs into measurable and actionable insights
• Lead, coach, develop, and mentor a team while constantly raising the bar
• 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:

• 8+ years of experience leading strategy, analytics or operations 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

• 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
• Customer service experience preferred
• Bachelor's degree required; Masters/MBA preferred

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].