Job Description
Director, Workforce Management
Job Location US-Remote
Job ID
2023-14696
Category
Customer Care
About The Opportunity
We’re all about connecting hungry diners with our network of over 320,000 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!
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!
As a Director, you will be responsible for leading all related activities within your area and in the Care organization, including conducting a deep dive into your area and making problems visible, finding the root causes and then developing and deploying sustainable resolutions. The Director will also drive the long-term strategy for your area and provide consulting and strategic support to the entire organization.
The Impact You Will Make
- Drive a culture of Continuous Improvement throughout the Care organization
- Actively contribute to overall Care leadership operational targets, as well as our daily business decisions
- Hands-on development and management of contact center quality practices and processes
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Drive strategic initiatives and support the development of long-term growth plans and profitability goals
- Serve as a key stakeholder in the design and implementation of performance standards and measurements as well as policies and procedures for superior customer service levels
- Direct the team’s overall recruiting, staffing, scheduling and performance management
- Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
- Provide feedback to and work alongside with the Care management team on quality issues, conducting root cause analysis with corrective and preventive action plans
- Collaborate with the Leadership team to align on Care-wide strategy and projects
What You Bring to the Table
- Highest standards of accuracy and precision; highly organized and able to effectively prioritize work to delivery timely results
- Demonstrated effective leadership and people management skills
- Proven ability to build an effective team, while continuing to develop, coach and motivate
- Well versed in contact center specific Workforce Management concepts and tools
- Track record of successful process improvements and guiding others to succeed
- A natural leadership presence and air of authority; experience motivating and driving performance for people without direct reporting relationships
- Creative problem solving and analytical skills; ability to develop/implement process improvements
- Ability to act quickly, stabilize escalated situations, multitask, and adapt to frequent changes
- Develops methods to measure effectiveness of WFM planning & scheduling processes and uncover insights and opportunities
- Creates reporting infrastructure that allows the business to clearly understand root causes of Service Level misses on a daily basis, and even throughout the day
- Articulate with excellent verbal and written communication skills
- Experience operating with in-house and outsourced contact center models
- Advanced Microsoft Excel skills
- Ability to travel internationally 25%
Got These? Even Better:
- Master’s Degree preferred
- Lean, Six Sigma Green Belt or Six Sigma Black Belt
- Familiarity with SQL, Statics and/or Tableau
And Of Course, Perks!
- Flexible 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: 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.