Director, Product Management (Customer Experience)

Grubhub • Chicago, IL

6d • $209,000 - $232,000 • Hybrid

About The Position

At Grubhub, we believe food is more than just fuel—it’s an experience. As the Director of Product Customer Experience} you will own the end-to-end "Diner Journey" within our mobile apps. We operate at a massive scale, but we move with the agility of a startup. You will have direct responsibility for oversight and thought leadership of multiple product managers dedicated to everything from landing experience and menu intelligence to the final checkout click. You will work closely with cross functional teams including engineering, marketing, data analytics, and design to develop and implement strategies to drive our business objectives. Your mission: Transform the way millions of people interact with our platform by building an app experience that is as reliable as it is inspiring. We want a visionary who is excited to tackle the complexity of real-time logistics and the psychological drivers behind how people order food.

Requirements

• 10+ years of experience in digital product management with at least 7 years building and managing teams
• 0 to 1 product development experience: proven track record building products from scratch in ambiguous environments
• Expertise in B2C marketplaces, E-commerce, or high-growth consumer tech
• Ability to balance "big picture" strategy with the "pixel-perfect" details of a checkout flow
• Startup experience and/or ability to thrive with changing priorities and ambiguity
• Data Obsessed: Comfortable diving into SQL or visualization tools to understand why a specific cohort is dropping off in the cart
• Executive collaboration with C-level stakeholders across functions, with clear communication that builds trust across hierarchies
• Hands on leadership style: able to drive execution directly while building and scaling teams
• Strong customer empathy with track record of building customer-centric products
• Proven ability to influence without direct authority and communicate clearly across functions
• Strong decision-making capabilities and proven ability to develop financial plans

Nice To Haves

• Bachelor's degree preferred; MBA is a plus but not required

Responsibilities

• Help lead and set the company's strategic direction, defining and articulating new opportunities in close concert with executive leadership
• Create the vision and articulate the short and long term product strategy for your product team, ensuring alignment with the overall product roadmap
• Establish key performance metrics across all platforms, develop long term strategies and products to improve them
• Own the consumer experience product and optimization strategies, ensuring delivery against key performance metrics
• Recruit, develop, train, and motivate high-achieving product managers based on Grubhub's company values
• Work effectively with VP and C-level stakeholders, adapting communication style and approach based on audience
• Execute strategy across teams to drive growth, partnering with Engineering, Marketing, Sales, and Operations

Benefits

• We offer a competitive salary package including equity and 401K.
• Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Director