Business Insights Operations Manager

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 Operations Manager, Business Insights will be responsible for identifying and leading collaborative projects related to broader Care program goals by analyzing critical business drivers and Care KPI’s and key Care data and trends. The successful candidate will work cross-functionally, both within and external to Care, to voice customer pain-points for further quantification and action. The successful candidate will have strong communication and organization skills in order to ensure success in cross-functional work. The position reports to the Sr. Manager, Business Insights & Customer Value.

The Impact You Will Make:

• 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 oversee the individual projects that will achieve the broader program goals, formulate/consolidate project plans, identify dependencies, highlight risks and roadblocks, and suggest possible solutions to stay on track
• Prioritize projects across teams with focus areas in customer experience, expense reduction and employee experience
• Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
• Manage A/B and other structured tests to ensure coordination across business and non-bias results
• Be curious! Continually identify opportunities to improve the Customer Experience or Reduce Expense
• Analyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIs
• Monitor KPIs, business drivers, and measure decision impacts for specific departments - Product, Technology, Logistics, Marketing and Sales
• Collaborate across the company to ensure that customer pain points from Care are shared, quantified and addressed
• Liaise within Care to ensure teams are prepared for new company programs and empowered to improve the Customer Experience across all contact types
• Effective analysis is only possible with good data - be a champion of data accessibility, accuracy and quality for the Care team by partnering with our Care Data team
• Use trends in key business metrics to identify projects that will the most value to the Grubhub

What You Bring to the Table:

• Strong organizational skills including project management and experience multitasking
• Capacity to collaborate well with counterparts within your business and across other teams to meet gain buy-in and meet deadlines
• BA/BS
• Advanced Microsoft Excel and PowerPoint skills
• Experience communicating business analysis and business insights insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)
• 2-4 years experience managing and developing a project, preferably within consulting, finance or tech
• Ability to balance attention to detail with expeditious execution in a fast paced environment
• Highest standards of accuracy and precision; extremely organized
• Experience to simplify complex problems to Sr. Leadership including strong recommendations and an ROI

Got These? Even Better:

• Experience with Project Management software (Asana, Jira)
• Lean Six Sigma Experience
• Intermediate experience with SQL and Tableau
• Experience in customer service operations / contact center KPIs

And Of Course, Perks!

• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Flexible PTO. Grubhub employees enjoy a generous amount of time to recharge.
• 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.
• 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).

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 [email protected] 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.

If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].