Operations Manager, Business Insights

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 strategyUtilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on dataIdentify 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 trackCollaborate across the company to ensure that customer pain points from Care are shared, quantified and addressedLiaise within Care to ensure teams are prepared for new company programs and empowered to improve the Customer Experience across all contact typesAnalyze key Care data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIsMonitor KPIs, business drivers, and measure decision impacts for specific departments - Product, Technology, Logistics, Marketing and SalesBe curious! Continually identify opportunities to improve the Customer Experience or Reduce ExpensePrioritize projects across teams with focus areas in customer experience, expense reduction and employee experienceManage A/B and other structured tests to ensure coordination across business and non-bias resultsUse trends in key business metrics to identify projects that will the most value to the GrubhubEffective 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

What You Bring To The Table:BA/BS2-4 years experience managing and developing a project, preferably within consulting, finance or techCapacity to collaborate well with counterparts within your business and across other teams to meet gain buy-in and meet deadlines Advanced Microsoft Excel and PowerPoint skillsAbility to balance attention to detail with expeditious execution in a fast paced environmentHighest standards of accuracy and precision; extremely organizedExperience communicating business analysis and business insights insights to senior leadership (e.g. strategies to improve customer experience, improve customer retention or reduce cost strategies)Experience to simplify complex problems to Sr. Leadership including strong recommendations and an ROIStrong organizational skills including project management and experience multitasking

Got these even Better:Lean Six Sigma Experience Experience in customer service operations / contact center KPIsExperience with Project Management software (Asana, Jira)Intermediate experience with SQL and Tableau

• **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, 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.