Manager, Quality Assurance

GrubHub   •  

Chandler, AZ

Industry: Consumer Technology

  •  

5 - 7 years

Posted 29 days ago

This job is no longer available.

This position reports to the Director of Quality and Process Improvement and has frequent interaction with the senior leadership team.

Some Challenges You'll Tackle

  • Lead a team of Quality Coordinators, which includes hiring, onboarding, development and team building
  • Responsible for quantifying and improving quality across all of Care work streams
  • Conduct regular deep dives into Quality, make problems visible and identify root causes of issues, then develop and deploy sustainable organizational solutions
  • Conduct regular Calibration across all locations with relevant stakeholders
  • Lead the design and implementation of performance standards and measurements as well as policy and procedures for best in class Customer Experience
  • Create an engaged and focused team environment by expecting high performance levels, promoting empowerment and good judgement, and communicating with transparency.
  • Collaborate with Training and Process Improvement to identify areas of opportunity and manage departmental process in forms of standard operating procedures.
  • Provide monthly KPI review to leadership team, creating alignment, understanding trends and gaining agreement on proposed actions.
  • Manage projects from initiation to closure; develop charter documentation, work plans, communication processes, secure resources and coordinate tasks.
  • Maintain a culture and environment in line with Grubhub values

You Should Have

  • Bachelor's degree and 5+ years relevant experience
  • Superior planning, organizational, interpersonal and analytical skills
  • Strong project management and problem solving skills
  • Ability to articulate with excellent verbal and written communication skills
  • Advanced Microsoft Excel skills required
  • Familiarity with SQL, Statistics and/or Tableau preferred
  • Lean/Six Sigma Green Belt certification preferred
  • Understanding of quality frameworks such as ISO 9000/9001, COPC, etc.