Sr. Manager, WFM

Why Work For Us
Grubhub, part of Wonder Group Inc , is all about connecting hungry diners with our network of over 375,000 merchants 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!
The Sr. Manager, WFM, provides strategic thought leadership, analysis of results, and proactive communication to senior leadership. Leads managers and analysts supporting long and short range forecasting and staffing through cross-functional collaboration to achieve Service Level Agreements. Manages all activities required to maintain integrity of the plan, model, and all associated processes.
The Impact You Will Make:
Strategic Planning

• Knowledgeable regarding inputs to the capacity plan model and calibrates to ensure alignment on KPIs including, but not limited to, contact volume, AHT, shrinkage, attrition, utilization, as well as any business assumptions that are applied to the model [changes in mix, Contacts Per Order, market expansions, etc.]
• Leads team by example through effective partnership with BPOs and internal leaders to ensure optimization
• Acts as a WFM subject matter expert providing input on strategic decision making regarding contact structure, and process impacts
• Adequately leverages and appropriately performs or requests analysis necessary to drive results and enhance performance.
• Assesses tools and AI solutions to help reduce manual workload and add efficiency gains for WFM

Workforce Optimization

• Analyzes and evaluates workforce metrics to improve human resources capacity planning and maximize labor utilization rates.
• Applies analytics models and projections on organizational staffing to enhance forecasting accuracy and improve workforce decision making.
• Partners with Finance and Human Resources to reconcile Care staffing
• Collaborate to proactively meet SLA's based on contact volumes, handle times, and staffing requirements for multiple departments within the Grubhub Care organization

Leadership & Partnership

• Acts as indirect knowledge leader to WFM Planning Analysts creating synergy between short term, long term, scheduling 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
• Provides WFM guidance on outsource contract considerations (AHT, Volume Allocation, etc.) to partner operations team
• Partners with departments that cross-functionally influence Care (Marketing, Product, Finance, Talent Acquisition, etc.)
• Participate in the hiring and onboarding process to ensure FTE requirements are appropriately derived and communicated

What You Bring to The Table

• Bachelor's Degree required.
• 8-10 years of workforce management forecasting experience
• 5+ years of people management experience
• Excellent Excel skills and data analysis acumen, including the ability to draw accurate conclusions from raw data, and provide suggestions to address gaps
• Continuous Improvement mindset
• Extensive experience in fast-paced environment
• Ability to skillfully handle change that comes with working in an ever-changing environment
• Comfortable challenging leadership in their assumptions and aligning on agreeable approach
• Detail oriented with desire for quality work
• Able to independently problem solve, plan and organize resources; calculated decision-maker
• Ability to travel 10%
• Demonstrates professionalism, tact, detail orientation and strong sense of urgency
• Exercises initiative; highly self-motivated
• Ability to build effective relationships across organizations outside of care (including Finance, Marketing & Operations, senior leadership in Care and leadership teams at our BPOs)

Got These? Even Better

• Experience with SQL is a plus

As a matter of company policy, Grubhub does not sponsor applicants for employment visa status for this role.
The base salary range for this position is below:
Illinois: $141,750
Grubhub uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.
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.
• Free Meals. Our employees get a weekly Grubhub credit to enjoy.
• 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].