Sr. Manager, 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!
The Senior Manager, Diner Insights will be responsible for leading the Diner Insights team. The successful candidate will have experience using data to determine a roadmap and the ability to communicate and prioritize across stakeholders and business initiatives. This position reports to the Sr. Director of Care.
The Impact You Will Make:

• Determine strategy and roadmap to improve Customer experience when contacting Care
• Perform root cause analysis to better understand the critical business drivers for Customer Experience for Diners and leverage this data to influence long-term customer strategy
• Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
• Key Care contact for customer insights, metrics and analysis across the business including root causes for contacts, financial impacts and customer loyalty impacts
• Identify and oversee the individual projects that will achieve the broader program goals, formulate/consolidate project plans, identify dependencies, highlight risks and roadblocks, and suggest possible solutions to stay on track
• Liaise within Care to ensure teams are prepared for new company programs and empowered to improve the Customer Experience across all contact types
• Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIs
• Monitor KPIs, business drivers, and measure decision impacts for specific departments - Product, Technology, Logistics, Marketing and Sales
• Be curious! Continually identify opportunities to improve the Customer Experience or Reduce Expense

What You Bring to the Table:

• BA/BS preferred
• 7-10 years of experience in a analytical, technical or customer service role preferably within tech, consulting, or finance
• 3+ years of people management experience required
• Strong analytical skills with an ability to dive deep, summarize, and communicate important data
• Excellent written and verbal communicator with experience communicating with all levels up to and including executive management
• Strong attention to detail effectively managing multiple activities and/or projects concurrently
• Critical thinker with strong analytical skills (you are an expert at Excel and SQL skills a plus)
• Experience identifying and capturing business needs and translating into detailed project requirements
• Ability to work with autonomy in a fast-paced environment and a strong sense of accountability
• Proven experience managing vendor relationships and assisting with the software selection process
• Adaptability, flexibility, and a willingness to work within changing priorities including ad hoc requests
• Tableau / data visualization a plus

New York City Salary Range: $94,000 - $145,000
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.
And Of Course, Perks!

• Flexible PTO / 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].