Sr Manager, Care
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About The Position
As a Senior Manager in the Care organization at Grubhub, you will play a pivotal role in enhancing customer experience through effective leadership and strategic operations management. The Care organization is responsible for managing customer contacts across various channels, and your primary focus will be on driving continuous improvement and growth within this team. You will be tasked with executing strategic plans that align with the organization's long-term goals, establishing both short-term and long-term objectives for your teams, and ensuring that these objectives are in sync with the broader organizational strategy. In this role, you will lead a diverse team of Managers, Team Leads, and Specialists, overseeing their hiring, onboarding, and development to foster a high-performance culture. You will conduct performance reviews, provide constructive feedback, and ensure that business operations run efficiently, owning measurable outcomes on a weekly basis. Your analytical skills will be crucial as you analyze data to identify opportunities for enhancing both agent and customer experiences, while also working to reduce costs and drive business growth. Collaboration will be key in this position, as you will work closely with cross-functional teams and internal stakeholders to drive customer experience initiatives and achieve business goals. You will lead strategic business reviews, analyze performance trends, and advocate for your team, negotiating outcomes that positively impact team members. Additionally, you will promote a culture of creativity and inclusivity, encouraging your team to experiment with new ideas and approaches. Your leadership will help create a supportive environment that aligns with Grubhub's values, ensuring the well-being and engagement of your team.
