Workforce Manager, Command Center

| Greater NYC Area | Remote
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About The Opportunity
Grubhub is looking for a highly collaborative, data-driven Manager to join our Workforce Management team. The Workforce Management team is focused on Call Center Operations - we surface insights that drive productivity and performance across the organization. In this role, you will be responsible for meeting service objectives, and initiating proactive and appropriate action around opportunities in staffing, planning, and command functions through a real-time lens. You will ensure that communication, and team engagement are priorities. Exceptional decision making and initiation skills are essential. You will be guiding analyst priorities and development; understanding the 'who, what, and whys' of our business. Working cross-functionally is fundamental as you support the team digging into trends, and surface opportunities that create impact and value. To succeed in this role, you must be innately curious, deeply analytical, highly driven and a strong communicator.
The Impact You Will Make
Teamwork

  • Works successfully in a team environment creating effective relationships with business stakeholders
  • Resolves team conflict and executes strategies to meet team performance expectations
  • Responsible for career development for direct reports
  • Understands team impact on other business operations and influences results
  • Partners with analysts to ensure optimization of WFM plan
  • Shares accountability when delegating
  • Ensures staff have the skills and resources to get things done successfully
  • Drives proactive communication, analysis and data engagement; making recommendations to improve results


Workforce Optimization

  • Analyzes and evaluates workforce metrics to improve human resource efficiency maximizing labor utilization rates.
  • Collaborates to proactively meet SLA's based on contact volumes, handle times, and staffing requirements for multiple departments within the Grubhub Care organization
  • Acts as a subject matter expert in WFM driving a rigorously analytical approach to digesting and communicating performance trends
  • Demonstrates critical thinking skills while considering the big pictures and impact on results.


Leadership & Partnership

  • Leads a team of WFM Command Center Analysts and Sr. Analysts
  • Acts as knowledge leader assisting to create synergy between short term planning and command efforts
  • Acts in conjunction with other WFM leaders as WFM point of contact for the organization
  • Partners with Reporting & Analytics to create digestible summaries and business insight for Care leadership
  • Collaborates to ensure the plan is met and that command center is well positioned to provide WFM guidance to both in house and outsourced operations teams
  • Partners with departments that cross-functionally influence Care (Marketing, Product, Finance, Talent Acquisition, etc.)
  • Proactively communicates deficiencies and plans to resolve


What You Bring to the Table

  • Bachelor's Degree preferred
  • 5+ years experience or equivalent relevant industry and technological experience in workforce management
  • 3+ years of formal management / team leadership experience required
  • Excellent Excel skills and data analysis acumen
  • Able to draw accurate conclusions from raw data, and provide suggestions to address gaps
  • Continuous improvement mindset including the ability to skillfully manage change
  • Demonstrates professionalism, tact, and a strong sense of urgency
  • Able to independently problem solve, plan and organize resources; calculated decision-maker
  • Exercises initiative; highly self-motivated and driven by a fast-paced environment
  • Ability to network, and build effective relationships across organizations collaborating with senior leaders on key initiatives
  • Leads and oversees individual team function (command center)


And Of Course, Perks!

  • Flexible PTO. Grubhub employees are provided a generous amount of time to recharge their batteries.
  • Health and Wellness. We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, and a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4-week returnship program, and 6-8 weeks paid medical leave.
  • Learning and Career Growth. Your personal and professional development is a priority at Grubhub. From day one, we empower you to lead and be an active participant in your career growth. We provide continuous learning opportunities, training, and coaching and mentorship programs.
  • MealPerks. Who's ready for some lunch? We provide our employees with a weekly Grubhub credit to enjoy and support local restaurants. We also offer company-wide meals several times a year to bring our Grubhub family together.
  • Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!
  • Social Impact. We believe in the importance of serving the communities that support our business. In addition, employees are given paid time off each year to support the causes that are important to them.
    Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail 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.
    CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

5 Bryant Park, 1065 6th Ave, New York, NY 10018

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Half Day Fridays! Grubhub has newly instituted half day Fridays where all employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off, but everyone gets to enjoy the perk!

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Certain roles within Grubhub are eligible to receive company equity.
Performance bonus
Certain roles within Grubhub are eligible for bonuses.
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Continuing education available during work hours
Online course subscriptions available

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