Sr. Manager, Innovation Lab & Process Improvement

Job Locations US-IL-Chicago | US-TX-Austin | US-AZ-Tempe
Job ID
Customer 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, Innovation Lab & Process improvement will be responsible for strategic projects.  Have you led incubator projects before? Does the idea of testing and challenging the status quo get you excited? Great! The successful candidate will have experience leading projects, understanding data, lean principles, and be able to communicate and prioritize across stakeholders and business initiatives. This position will report to the Director, Customer Experience.

The Innovation Lab (Ilab) team helps test and pilot new strategies and learn more about our customers through real time interactions.  The Process Improvement (PI) team provides deep dive analysis to business partners by reviewing historical contacts and tying qualitative insights to hard data. The team reviews historical contacts across all contact types and customers for trends, breakage points and insight in call listening sessions.

The Impact You Will Make

  • Key Care contact for customer innovation, historical contact analysis, and insights (both qualitative and quantitative)
  • Determine strategy and prioritization to improve Customer experience through your team and keep alignment with your key stakeholders in product, operations, logistics, and experience. 
  • Lead Process Improvement team to perform root cause analysis to better understand the critical business drivers for Customer Experience for Diners, Driver and Restaurants and leverage this data to influence long-term customer strategy
  • Identify and manage the Innovation Lab projects that will achieve insights into root cause analysis and or opportunities to improve agent experience, processes, or technology for Diners, Drivers and Restaurants.  
  • Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create areas for your team to test and pilot new strategies.
  • 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 Costs


What You Bring to the Table

  • Bachelor’s degree required, (MBA a plus) 
  • 7-10 years of experience in an analytical, technical or customer service role preferably within technology, consulting, or finance
  • 5+ years of people management experience required
  • Strong analytical skills with an ability to dive deep, summarize, and communicate important data
  • Outstanding communication and presentation skills (verbal and written). Must be able to concisely summarize key observations, clearly articulate considerations and propose solutions
  • Experience operating independently, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner
  • Critical thinker with strong analytical skills (expertise in 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 leading projects (able to operate with either Agile or Waterfall project methodologies)
  • Adaptability, flexibility, and a willingness to work within changing priorities including ad hoc requests
  • Tableau / data visualization a plus


And Of Course, Perks!

  • Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
  • Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
  • Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
  • Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.  
  • MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants. 
  • Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
  • Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. 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 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



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