Operations Manager, Diner

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 Operations Manager, Business Insights will identify and lead collaborative projects related to broader Care program goals by analyzing important goals and Care KPI's and important Care data and trends. You will work both within and external to Care, to voice customer pain-points for further quantification and action. You will report to the Sr. Manager, Business Insights & Customer Value.
The Impact You Will Make:

• Perform root cause analysis to better understand the important goals for Customer Experience for Diners, Driver and Restaurants and use this data to influence long-term customer strategy
• Use qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
• Identify and oversee the individual projects to achieve the broader program goals, create/consolidate project plans, identify dependencies, highlight risks and roadblocks, and suggest possible solutions to stay on track
• Collaborate across the company to ensure that customer pain points from Care are shared, quantified and addressed
• Liaise within Care to ensure teams are prepared for new company programs and empowered to improve the Customer Experience across all contact types
• Analyze important Care data and trends including how they tie to the Grubhub business to create business cases and project ROIs
• Monitor KPIs, plans, and measure decision impacts for specific departments - Product, Technology, Logistics, Marketing and Sales
• Be curious! Identify opportunities to improve the Customer Experience or Reduce Expense
• Prioritize projects across teams with focus areas in customer experience, expense reduction and employee experience
• Manage A/B and other structured tests to ensure coordination across business and non-bias results
• Use trends in important metrics to identify projects that will the most value to the Grubhub
• Effective analysis is only possible with good data - promote data accessibility, accuracy and quality for the Care team by partnering with our Care Data team

What You Bring to the Table:

• BA/BS preferred
• 2-4 years experience managing a project within consulting, finance or tech
• Collaborate well with team members within your business and across other teams to meet gain support
• Advanced Microsoft excel (can maintain complex spreadsheets)
• Highest standards of accuracy
• Experience communicating business analysis and business insights insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)
• Experience to simplify complex problems to Sr. Leadership including recommendations and an ROI

Got these? Even Better:

• Lean Six Sigma Experience
• Experience in customer service operations / contact center KPIs
• Experience with Project Management software (Asana, Jira)Intermediate experience with SQL and Tableau

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].