• Manager, Quality Assurance

    Job Locations US-AZ-Chandler
    Job ID
    2018-6962
    Category
    Customer Care
  • About The Opportunity

    Welcome!

     

    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 95,000 restaurants and over 16.4 million diners across 1,700 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.

     

    The Care organization at Grubhub is responsible for handling contacts from our diners, restaurants, delivery partners, and corporate clients. The Manager, Quality Assurance will be a key asset for the future growth and continuous improvement of Care, responsible for leading all quality-related activities including delivering on Customer Experience solutions that align with the department and business strategy. You will build strong opportunities in partnership with your team, additional subject matter experts and stakeholders. You should have keen attention to detail and be exceptionally good at identifying inconsistencies and flaws, providing recommendations, and driving improvements.

    This position reports to the Director of Quality and Process Improvement and has frequent interaction with the senior leadership team.

    Some Challenges You’ll Tackle

    • Lead a team of Quality Coordinators, which includes hiring, onboarding, development and team building
    • Responsible for quantifying and improving quality across all of Care work streams
    • Conduct regular deep dives into Quality, make problems visible and identify root causes of issues, then develop and deploy sustainable organizational solutions
    • Conduct regular Calibration across all locations with relevant stakeholders
    • Lead the design and implementation of performance standards and measurements as well as policy and procedures for best in class Customer Experience
    • Create an engaged and focused team environment by expecting high performance levels, promoting empowerment and good judgement, and communicating with transparency.
    • Collaborate with Training and Process Improvement to identify areas of opportunity and manage departmental process in forms of standard operating procedures.
    • Provide monthly KPI review to leadership team, creating alignment, understanding trends and gaining agreement on proposed actions.
    • Manage projects from initiation to closure; develop charter documentation, work plans, communication processes, secure resources and coordinate tasks.
    • Maintain a culture and environment in line with Grubhub values

    You Should Have

    • Bachelor’s degree and 5+ years relevant experience
    • Superior planning, organizational, interpersonal and analytical skills
    • Strong project management and problem solving skills
    • Ability to articulate with excellent verbal and written communication skills
    • Advanced Microsoft Excel skills required
    • Familiarity with SQL, Statistics and/or Tableau preferred
    • Lean/Six Sigma Green Belt certification preferred
    • Understanding of quality frameworks such as ISO 9000/9001, COPC, etc.

    And Of Course, Perks!

    • Paid Time Off - choose how your time is spent
    • Benefits for Full-Time Employees
    • 401K with a Grubhub match
    • Never go hungry! We provide weekly Grubhub credit for FREE food
    • Regular in-office social events, including 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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