Manager, Account Specialists
About The Opportunity
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 Manager, Account Support will leverage your leadership and operational skills to make an impact across our post-live account management team. You'll be on the front lines, coaching individual Account Support Specialists, Lead Specialists, and Team Leads to improve customer service skills, build impactful relationships with our merchants, and sell a suite of products and services that Grubhub offers to restaurants. In addition to people management, this role includes project management to assist the network in various company-related initiatives. You'll need to understand change management, leadership, process improvement and be able to command respect from the entire team. The Manager, Account Support will report to the Sr. Manager, Account Support.
The Impact You Will Make:
- Lead, motivate, and support a team of up to twenty Account Support Specialists, Lead Specialists, and Team Leads focused on managing a portfolio of restaurants to keep them live on the platform and prevent attrition. Develop and coach team members and manage the day-to-day workflows. Monitor and manage the team's performance, initiate actions to strengthen results, and help achieve career advancement.
- Report on your business's statistics in weekly and monthly business reviews with senior leaders and executives.
- Must have in-depth knowledge of all of your lines of business and processes. Will need to be able to use collected data to make informed decisions that propel the business forward.
- Strategize and define the team's daily/monthly/quarterly goals & priorities
- Held accountable by the Sr. Manager for the team's ability to hit goals/KPIs and is expected to communicate the team's progress towards all goals to the Sr. Manager and cross-functional stakeholders
- Anticipate and prepare for significant impacts/changes to the team through the use of reports and statistical analysis as well as consistent communication about ongoing and future projects
- Lead continuous improvement, customer experience and change management efforts on a recurring basis, as needed
- Maintain the optimal team headcount by continuously forecasting staffing needs and communicating needs to human resources, staffing agencies and training team
- Ensure team organization using Salesforce Dashboards, Tableau, GSuite, Slack, and any other personal trackers/organizational hacks. Our best practices are meticulously documented, standardized and used consistently throughout the Account Support team.
- Be accountable for your team's contribution to department-wide and company-wide initiatives. This can include learning and teaching a new product to your team, or creating and implementing a new standard operating procedure to ensure KPIs are met.
- Actively identify and pursue potential improvements to products, process documents, or ways of operating - someone who is a self-starter.
- Manage the project and workflow with minimal supervision
- Audit the team's activity and calls to ensure accuracy. Create/utilize reporting to ensure the team is consistent in understanding what their contribution is and how the team is pacing during the month/quarter.
What You Bring to the Table:
- Bachelor's degree or 3 years experience in a similar role
- 5+ years of operations, sales, or account management experience
- 3+ years of experience managing a large team
- Technical Skills:
- Lean Six Sigma Green Belt or higher preferred
- Strong knowledge of Salesforce and reporting required
- Advanced Excel
- You present to senior leaders and can influence at the manager level
- You think critically, influence, and creatively prioritize workload to solve problems
- You are a natural leader - people want to work with you
- You can juggle multiple projects with competing priorities, with the flexibility to adapt, balance, and tackle new challenges in an extremely fast-paced and dynamic environment
- You build and maintain relationships and rapport with internal and external stakeholders and leaders
- Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences
- Demonstrated track record of success in meeting or exceeding goals
- Be flexible to handle other assignments as may be required
- Must successfully complete training for this role and demonstrate proficiency in the material learned
- Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job
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 [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].