• Manager, Market Operations

    Job Locations US-IL-Chicago
    Job ID
    2018-5961
    Category
    Business Operations
  • About The Opportunity

    Got a taste for something new?
     
    We’re Grubhub, the nation’s leading online and mobile food ordering company. Since 2004 we’ve been connecting hungry diners to the local restaurants they love. We’re moving eating forward with no signs of slowing down.
     
    With more than 85,000 restaurants and over 15.6 million diners across 1,600 U.S. cities and London, we’re delivering like never before. Incredible tech is our bread and butter, but amazing people are our secret ingredient. Rigorously analytical and customer-obsessed, our employees develop the fresh ideas and brilliant programs that keep our brands going and growing.
     
    Long story short, keeping our people happy, challenged and well-fed is priority one. Interested? Let’s talk. We’re eager to show you what we bring to the table.
     

    Some Challenges You’ll Tackle

    We’re looking for an exceptionally analytical operations leader with a roll-up-your-sleeves attitude to join the Market Operations team.  You’ll be responsible for running a team directly responsible for market-level execution and the growth and health of the business. A real self-starter, you should have a passion for solving hard problems, managing people, plus a proven track record of getting things done.  

     

    Grubhub is a dynamic, rapidly growing business; we foster a culture of scrappy entrepreneurs.  Learning and improving are core to our execution. In addition, you must be able to work effectively with a diverse set of functions and adapt as the business grows or the context changes.   


    Key Responsibilities:

    • Lead an operations team responsible for managing order level execution while surpassing service and experience metrics
    • Manage real-time operations, including the workload and balance service levels across multiple platforms
    • Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
    • Work closely with Market Operations Leadership to identify opportunities to help deliver on service, profitability, and growth expectations
    • Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Product and PMO teams
    • Monitor business performance metrics to ensure workforce alignment with company goals and objectives
    • Lead all employee engagement, performance management, scheduling, hiring, onboarding and training processes for the team, including identifying and nurturing development opportunities for Specialists and Leads to ensure that business and market goals are met
    • Implement programs and processes to improve diner, restaurant, driver and employee satisfaction

    You Should Have

    • 5+ yrs. of relevant work experience in operations/business development/customer service responsibilities of growing a business. You think like an owner, determined at every level to get the hard work done
    • 3+ yrs. of management/team leadership experience with the ability to develop team dynamic, identify talent, and foster growth; you have experience hiring, onboarding, performance managing, etc. employees who are your direct reports
    • Passion to understand new things and solve problems in creative and unconventional ways
    • Manages customer service experience: friendly, positive, can handle difficult situations
    • Strong attention to detail; digs into all of the minutiae and understands every aspect of the business; drives precise execution with team
    • High emotional intelligence, a can-do mentality and a creative approach to problem solving
    • Proven track record of working cross-functionally, you understand a collective effort creates a better experience internally and externally
    • Ability to act quickly, stabilize escalated situations, multitask, and manage frequent changes
    • Excellent written and verbal communicator  
    • Critical thinker with strong analytical skills; you bring solutions to the table based on thorough analysis (must be very savvy in excel)
    • Thrives working in a fast-paced environment with ambitious goals
    • Bachelor’s degree 

    And Of Course, Perks!

    • Unlimited paid vacation days. Choose how your time is spent
    • Never go hungry! We provide weekly Grubhub/Seamless credit
    • Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more
    • Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections

     

    We deliver favorites every day. Join us as we move eating forward.

    Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail 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 e-mail address.

     

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