Sr Manager, Partner Programs

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 Grubhub Care organization handles customer contacts through multiple contact center channels. The Partner Programs Sr. Manager will be an important asset for the growth and continuous improvement of our Care organization, responsible for leading all outsourced Business Partner-related activities including delivering on Customer Experience solutions that align with the department and business strategy. You will build opportunities in partnership with your team, subject matter experts, and partners. You will work with Operations and Care Support Sr. Managers to identify opportunities and address agent behavioral and BPO compliance concerns. You have expert experience identifying opportunities, justifying and building solutions, and gathering support to lead improvements.
You will report to the Director of Care Support and have frequent interaction with the senior leadership team.
The Impact You'll Make:

• Lead a team of Partner Programs managers, which includes hiring, onboarding, development and team building
• Lead and direct external BPO Operational Managers ensuring calibration and compliance with business expectations.
• Own relationships with Executive and Support teams at Care's BPO locations to ensure calibration and consistent performance across contractual metrics and compliance targets
• Must analyze performance, identify opportunities to improve, and implement solutions to improve agent and BPO performance across all work streams.
• Demonstrate a data-driven approach to help support changes to the business and identify opportunities and solutions
• Must analyze monthly and annual cost and assess opportunities for incremental cost mitigation through renewed contracts, penalties and incentives, and workflow management
• Support Partner Operations Managers in assessing partner performance across all LoB's and developing accountability standards for each
• Support development of long term strategy for partner operations
• Manage escalations and resolve conflicts
• Lead strategic planning and deployment programs
• Develop tools and techniques to improve BPO performance and Partner Operations Manager performance
• Determine risk and effect of performance issues and prioritize efforts to focus resolution
• Lead recurring Goal reviews with the senior leadership team, ensuring agreement, understanding of trends, and gaining agreement on proposed solutions.
• Gather support and integrate quality discipline into Care culture and activities, while maintaining a culture and environment following Grubhub values

What You Bring to the Table:

• BA/BS preferred
• 7+ years of leadership experience in a BPO, Vendor Management, customer service, and/or analytics role within the contact center space
• 3+ years of people management experience
• Communicate business expectations while remaining open to alternative points of view
• You will have an ability to dive deep, summarize, and communicate important data
• Experience identifying and capturing needs and translating into detailed requirements
• Experience working with BPOs/vendors and building relationships
• Experience with Lean Six Sigma, and Project Management

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].