Sr. Director, Care - Contact Center

About The Opportunity

We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. User-friendly platforms and streamlined delivery capabilities set us apart in the world of online food ordering. 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 relationships, embraces diverse ideas–all while having fun together–then Grubhub is the place for you!

The Senior Director, Care - Contact Center will lead the Care Insights team 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 is data driven with experience working collaboratively across organizations to push initiatives. 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 and Experience teams that aligns with overall business goals and objectives

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 Care

Collaborate with the Leadership team to align on Care-wide strategy and projects

Collaborate across teams to determine root cause and go forward direction using data and information

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

12+ years of experience leading strategy 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#LI-KV1

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.

Vaccination Requirement: Grubhub employees are required to be fully vaccinated. Candidates must confirm vaccination status at time of hire, and must provide proof of full-Covid-19 vaccination within 2 weeks of starting employment. Fully vaccinated is defined as: “2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson’s vaccine.

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 TalentAcquisition@grubhub.com 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.

CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email privacy@grubhub.com.

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