Campaign & Rewards Project Manager

Job Description

About The Opportunity

Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).

While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 22.6 million diners food ordering experience and we feature over 300,000 restaurants in 3,200 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).

Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!

Some Challenges You’ll Tackle

Weekly Responsibilities

• Work L2/escalated tickets related to campaigns and rewards
• Attend weekly campaign sync
• Create charts to bring to show the volume from problematic campaigns from the preceding week, in order to identify deflection opportunities for similar campaigns in the future
• Maintain campaign newsletter based on the campaign sync and any other campaigns that come up during the week
• Mentor agents pursuing the campaigns badges
• Attend the weekly company wide Campaign Office Hours as a representative of the support department and bring any concerns/questions that may have arisen
• Be present on Slack to answer any campaign related questions and to remain aware of any issues of current campaigns
• Review agents QA’d tickets which were checked as ‘agent misinterpreted campaign’ to be able to provide re-trainings and specific discussion topics during office hours
• Proactively firefight; monitor incoming Zendesk volume to track potentially problematic campaigns and work with Technical Brand Managers to craft fixes and user resolutions

On-going Responsibilities

• Onboarding training for new hires (as needed)
• Review individual campaigns, the Campaign Creator, and campaign functionality in admin for anything confusing or misleading to provide feedback and submit feature requests
• 102 style trainings and refreshers for tenured L1 agents (quarterly or more frequently if needed)
• Maintain and create new trainings as necessary
• Advise merchants that do not have TBMs on campaigns they can run, the impact of those options, and assist with or fully set up those campaigns for them
• Assist TBMs in advising clients on best practices for campaign setup and impact by assisting with answering complicated campaign questions and troubleshooting active campaigns once they go live
• Act as escalation point for the merchant team when merchants have questions/concerns regarding campaigns or the custom campaign creator that the L1 cannot answer
• Create and maintain EKB documentation on the dashboard’s campaign creator for our merchants
• Create and maintain IKB documentation regarding campaigns to ensure the team is kept up to speed

Future projects

• Work with TBMs / Agency Strategy to QA potential/new campaigns
• Work with TBMs when new merchants launch and assist with QA of their initial campaigns
• Create a series of short videos showing the features of the campaign engine for internal knowledge and troubleshooting.
• Build chart.io charts to streamline campaign troubleshooting
• Train merchant team on campaign design advice for clients under their umbrella
• Assist Merchant Team with campaign design for small agency merchants where the merchant team serves as TBM

And Of Course, Perks!

• PTO. It’s true, we provide you a generous amount of time to recharge.
• Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.
• Free Food. Kitchens are stocked and free Grubhub each week.
• Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.

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 e-mail address.

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