Title: Manager, Quality & Insights Location: Chicago Full time Job Description: About Grubhub At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It’s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society. Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners’ doors—and new customers and billions in revenue to local businesses. Featuring over 375,000 merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering. Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more. About the Opportunity The Manager, QA leads Wonder’s Process and Quality Insights teams, driving operational excellence and regulatory compliance in Customer Experience (CX) across all brands. You will drive the team’s shift toward AI-driven CX monitoring and Voice of the Customer insights while fostering a collaborative, high-performance culture across our internal teams and BPO partner network. The Impact You Will Make ​ ​Strategic Leadership: Provide vision and direction for the Process and Quality Insights functions, ensuring strategies are aligned with organizational goals and clearly communicated to internal stakeholders and BPO partners. Strategic QA Automation & LLM Integration - Lead the evolution of the Quality Assurance strategy by leveraging LLM capabilities to achieve 100% contact monitoring, driving a transition toward fully automated, scalable QA solutions that minimize manual dependencies. - Establish and manage a robust governance framework for the periodic maintenance and calibration of LLM-driven evaluations, ensuring AI-powered insights remain accurate, relevant, and aligned with evolving brand standards. Data Integrity & Business Impact - Serve as the principal owner and leader for Quality metrics, ensuring all data is accurate, defensible, and provides a clear narrative on how specific operational changes correlate to CX quality and influence the company’s bottom line. - Correlate Quality insights with broader organizational KPIs to provide a holistic view of business health, using data to articulate the "why" behind performance shifts and their relationship to company-wide goals. - Act as a strategic consultant to stakeholders, delivering high-level health metrics and targeted deep-dives into specific CX phenomena to provide the actionable insights necessary for Operations to deploy effective solutions. Quality Framework & Governance - Own the design and governance of the quality rubric, overseeing its implementation across AI-scored interactions and the evaluation strategy for technical performance areas not yet captured by automated scoring. - Maintain rubric relevance by driving strategic updates in response to major business shifts, ensuring a unified standard across the portfolio while preserving essential brand nuances. - Define and enforce sampling standards for BPO partners, establishing the specific volumes and methodologies required to ensure manual evaluations achieve industry-standard confidence levels and statistical significance. Team Development & Leadership - Build and implement a comprehensive team development plan by upskilling team members into Quality Intelligence (QI) Analyst workstreams, ensuring long-term organizational resilience and succession-readiness through balanced workload distribution and cross-functional upskilling. - Cultivate a high-performance environment by establishing clear expectations, providing regular constructive feedback, and conducting performance reviews that drive accountability and continuous improvement. - Effectively manage team resources, delegating tasks and adjusting workloads to accommodate evolving business priorities. What You Bring to the Table - Experience: 6+ years of relevant experience, specifically within vendor BPO organizations in a Quality or Process Insight capacity - Education: Bachelor’s degree or equivalent experience - Technical Savvy: Experience with LLMs, AI, and AI implementation in Quality programs preferred; familiarity with SQL, Statistics, and/or Tableau is a plus. - Analytical Rigor: Keen attention to detail with a proven ability to identify root causes, provide recommendations, and drive improvements. - Communication: Superior interpersonal and collaboration skills, with the ability to articulate complex data stories to diverse stakeholders. - Tools: Advanced Google Suite and Microsoft Excel skills; Lean/Six Sigma Green Belt certification is a plus, familiarity with Maestro / Rippit a plus Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you. Illinois: $115,000 - $122,000 per year. Wonder 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. Benefits We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.  A Final Note At Wonder, we build the best teams by hiring with an objective lens — evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know. We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy.

• Achieving sales and utilization quota results in the assigned territory. • Responsible for performing effective territory penetration, coverage and account identification to drive sales and increase the customer base for the Company’s consumables. • Providing training, presentations and demonstrations to the customer on application and use of the company’s products using effective communication and sales techniques. • Educating the customer regarding the indications, contraindications, and safety of Company products, and how they fulfill the needs of the customer. • Educating and supporting the customer with marketing strategies including but not limited to website and microsite development, internal office branding, patient segmentation and external marketing strategies. • Supporting and helping to facilitate the execution of regional training workshops and tradeshows within the territory and area. • Pre-planning sales calls and maintaining efficient time management skills to ensure maximum customer contact and highest level of customer service. • Completing administrative responsibilities including periodic business plans, weekly expense reports, up-to-date territory account profiles and customer database. • Manage day-to-day sales administration activities in a detailed and timely manner i.e. Salesforce.com updates and data entry. • Maintaining updated knowledge of the industry and competitive products. • Developing and maintaining supportive, productive and effective relationships at all levels within the organization. • Participating in industry-related trade shows/meetings. • Maintaining compliance with all applicable quality and regulatory guidelines as an integral part of business operations. • Maintain consistent communication with Regional Practice Manager and Area Sales Manager on all matters related to the territory and region, including accurate forecasting. • Demonstrate a strong work ethic and represent the Company with high integrity, ethics, honesty, loyalty, and professionalism at all times.

• 根据公司下达的目标任务及区域销售情况，合理制定销售计划并进行及时跟踪、修正、改进 • 对区域资源进行分析、管理、分配，及时进行总结 • 构建高效团队，对区域人员进行专业培训并制定个人发展计划 • 维护区域客户及专家关系，把握机会，拓展新业务 • 建立跨部门跨区域沟通沟通机制，保障区域内外的沟通效率和质量 • 严格遵守公司的道德行为规范(OEC)政策，有效地执行公司的市场计划 • 及时上报日常工作中发现的与公司产品相关的药品不良事件，如有需要，配合PV收集所需信息

Role Description The Shipper Experience Manager is responsible for leading day-to-day execution of the Customer Control Tower function within a 24/7 operating model. This role serves as a critical execution leader who owns real-time monitoring, rapid escalation, and high-quality communication for key customers, ensuring consistent operational performance and fast, effective issue resolution. - Partner closely with Operations, Field Ops, Line Haul, and Quality teams to drive alignment and maintain service standards for top-tier and high-risk customers. - Support reporting, customer communication, and white glove service execution. Qualifications - Bachelor’s degree or equivalent experience. - Experience in Operations, Supply Chain, Business, Analytics, or a related field preferred. - Experience working in customer-facing operational roles, escalation management, or service recovery environments. - Experience supporting reporting, operational reviews, or customer communications preferred. - Demonstrated experience leading teams in fast-paced environments; multi-shift or 24/7 experience preferred. Requirements - Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts, ensuring timely and effective response. - Ensure escalations are clearly documented, tracked, and communicated through centralized systems. - Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolution. - Support customer engagements including issue resolution calls, operational reviews, and ad hoc requests. - Execute white glove processes for priority customers, ensuring close monitoring and rapid escalation when needed. - Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues. - Identify recurring issues and surface trends to the Senior Manager for broader process improvement. - Partner with Operations, Field Ops, Line Haul, and Quality to drive alignment on issue resolution and operational performance. - Manage and develop shift leads and frontline team members across assigned shifts. Benefits - Medical, dental, and vision insurance. - Life and short- and long-term disability coverage. - 401(k) retirement savings plan with company match. - Flex vacation with accruals up to 96 hours for first year of employment. - Two (2) floating holidays per year. - Paid sick leave. - Six (6) paid company holidays. - Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave. - Additional wellness and employee assistance programs.