Sr Manager, Ops (Merchant Engagement)

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!
Merchant Operations and Engagement serves as the direct support function within the Merchant Network, bridging the gap between merchant needs and marketplace changes with Grubhub's internal strategy, data, tools and automation. We are seeking a strategic leader to take on the role of Sr. Manager, spearheading efforts to enhance restaurant relationships, optimize operational performance, and elevate the overall Grubhub experience.
You will drive innovative solutions to enhance the Grubhub/Restaurant partnership while driving strategic initiatives to improve KPIs and ultimately improve profitability. Initially focused on improving Grubhub's order cancellation rates, restaurant engagement programs, process improvement, and the voice of the customer (VOC), this team may take on other revenue enhancing opportunities with Restaurants and/or Merchants in the future. This may include menu optimization, hours parity, and competitive analysis. Additionally, you will grow and lead a highly impactful and cohesive team of managers and associates dedicated to the success of Grubhub's restaurant partners. This role reports into the Director of Merchant Engagement and Revenue Growth.
The Impact You Will Make

• Manage and foster a high-performing team of managers and associates focused on improving restaurant operations.
• Cultivate and lead a cohesive team of high performing individuals focused on delivering high impact results, being passionate advocates for Gruhub's restaurant partners, and scrappy innovators who can take ideas from creation to execution.
• Lead merchant engagement activities, inclusive of restaurant roundtables, leadership councils, and site visits focused on cultivating strong relationships with our restaurant partners.
• Partner with other internal teams to build out retention strategies and recognition programs focused on quality merchant experiences which increases trust between GH, Merchants, and Diners.
• Explore new opportunities to engage with restaurants resulting in increased revenue for merchants while supporting the GH goal of being their Preferred Partner.
• Solicit, collect, and analyze internal and external merchant feedback to assist in identifying key areas of opportunity to assist in product prioritization, resource allocation, and maintaining stakeholder abreast of industry trends.
• Develop and implement initiatives to reduce cancellations, improve the merchant lifecycle and enhance the overall quality of performance for restaurants on the Grubhub platform.
• Build and analyze platform engagement to drive strategic sales decisions, marketing initiatives, product enhancements, and pricing packages.
• Identify creative solutions to streamline processes, maximize efficiencies, and eliminate duplicative work. Then take those solutions from ideation through execution.
• Collaborate with technical teams to identify and implement improvements to the cancellation process and data reporting, enhancing Grubhub's understanding of root causes to drive improvements and increase profitability.
• Own and drive cross-functional projects to improve overall restaurant engagement and merchant operations.

Qualifications:

• 6-8 years of relevant work experience in restaurant engagement, multi-sided marketplace operations, project management, or related fields.
• 3+ yrs. of management / team leadership experience with the ability to develop team dynamic, identify talent, and foster growth.
• Proven experience in hands-on customer engagement, creating flywheel strategies, and leveraging the VOC.
• Strong ability to influence across all levels of the organization (both within and external to market and delivery operations)
• Superior flexibility and ability to navigate (and help others succeed in) an ever-changing environment with moving business targets
• Advanced level understanding in operational metrics, process improvement, and data analysis in Excel and Tableau -- SQL is a plus
• High endurance, high integrity, and sky-high expectations for self and others
• Experience working w/ technical systems to help drive a best-in-class technology platform
• Bachelor's Degree required, advanced degree in related field or MBA preferred

Shape the future of restaurant engagement and operations at Grubhub! Be a key player in driving initiatives that not only strengthen our relationships with restaurant partners but also elevate the impact of our work to make Grubhub the preferred partner of restaurants!
New York Salary Range: $114,000 - $143,000
The Base Pay component of our Total Rewards package is based on a variety of factors including but not limited to: job responsibilities, location, experience and, education/certifications. In addition to the pay component, this role may be eligible for equity and benefits as part of the Total Rewards package. The Total Rewards package will be determined at the time a contingent offer is made. Our posted salary range is based on national data and may be refined for a candidate's region/town/cost of living.
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].