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, Care Systems and Tools will be responsible for maintaining current and any future contact center software solutions for the Care Center. A successful candidate will work closely with the Sr. Manager of Care Systems & Tools to drive Tooling strategy, support Care's CRM platform, and reinforce best practices within the contact center software space including Telephony configuration, Quality Management, Learning Management, and support ticketing systems. This role is critical in maintaining the day to day operations of the Care technology stack.
The Impact You Will Make:

• Lead a team of software administrators in day to day maintenance of software systems and timely execution of tickets in line with business expectations
• Maintain consistent standards for existing vendor engagement, including regular check-ins with vendor client success teams
• Monitor vendor roadmaps, consistently evaluating solution for opportunities and enhancements
• Host weekly one on ones with each software administrator, insuring each team member is clear what it takes to take their career to the next level
• Act as technology consultant for Care stakeholders, leveraging knowledge of contact center software to recommend solutions for business challenges.
• Partner with Care Leadership, Technology, Product, Finance, etc. to ensure Care has tools and capabilities necessary for success and to implement business improvements
• Consistently assess team member placement and skill set, asking "Do we have the right people in the right positions for this job?"
• Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data
• Create and maintain a consistent standards for Standard Operating Procedure documentation, including maintaining a resource hub for the Care Tools Team
• Keep track of Business Systems best practices, trends, and advancements in the industry and apply these learnings to enhance and improve business capabilities
• Collaborate with Grubhub technology teams as needed to solve ongoing system issues
• Act as Subject Matter Expert for Care Tools during system outages and technology related business disruptions

What You Bring to the Table:

• Bachelor's Degree or equivalent work experience
• 5+ years experience working in a multi-channel contact center (i.e. Phone, SMS/Text, Chat, Email)
• 3+ years of contact center experience with a focus on technology or analytics
• 2+ years experience leading individual contributors, preferably in HelpDesk or General IT capacity
• 2+ years experience working as an administrator within IT ticketing system such as Zendesk or JIRA
• Experience as a software administrator in in Zendesk, Five9, or Salesforce preferred
• Strong analytical skills with a focus on contact center reporting and an ability to dive deep, summarize, and communicate important data
• Strong attention to detail effectively prioritizing and leading multiple activities and projects concurrently
• Experience leading a technical project from inception to launch a plus
• Experience identifying and capturing business needs and translating into detailed project requirements
• Ability to network and build effective relationships across organizations collaborating with stakeholders on key initiatives
• Adaptability, flexibility, and a willingness to work within changing priorities including support for other duties as assigned
• Tech on call experience a plus
• Willing to travel as needed (

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.
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].