• Director of Field Operations

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    Director of Field Operations

    Lafayette, LA Full-Time

    Job Summary

    We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr’s growth has been off the charts and has no signs of slowing down. We are launching dozens of new markets around the US each quarter, and we are experiencing massive organic growth in our existing markets.

    Our Field Operation is composed of all market-level, driver operations at the company. In each market we operate, we manage a pool of drivers that pickup and deliver food to our customers. This Field Operations  group is responsible for creating high performance in our remote workforce of drivers around the country. The Director of Operations will manage a team of Regional Managers, who in turn, manage a team of Market Managers.

    The Director of Operations will be in charge of normalizing processes around best practices, driving continuous improvement into the operations, and creating an engaging environment for our driver core. The ability to use data effectively for management and performance insights is critical to succeeding in this role. Extensive experience with large, hourly workforces is a must as well as structured problem solving capabilities. The qualified candidate will have a strong background and ability in people management, analytics, and modern technology tools used for remote workforce management.

    Essential Functions

    • Analyze the operations and identify areas for both performance and cost improvement
    • Standardize practices of management for the driver core across driver hiring, engagement and retention
    • Develop and iterate on best practices for driver core management in all markets of operation
    • Develop strong feedback loops between reports and the driver fleet that allow for insightful change and assessment of current and continuous operations
    • Provide regular feedback and coaching to reports on your team in order to help them grow professionally
      • Develop cross-team relationships in order to accelerate the time frame that goals can be accomplished and new strategies can be implemented
      • Continually challenge conventional thinking
      • Lead weekly meetings with field operations leaders and to drive continual progress on high value operations projects

      Required Education and Experience

      1. Minimum of 10 years experience of professional work
      2. Minimum of 10 years experience in managing an hourly workforce
      3. Minimum of 10 years experience in managing multi-functional teams
      4. Strong analytical abilities and understanding of workforce performance metrics
      5. Familiarity with software systems used for the streamlining of workforce management
      6. Proficiency in MS Excel, Word and other basic computer applications is required. It is preferred that the incumbent possess knowledge in data analysis and statistics
      7. Works well in a team environment, balance multiple projects, and be able to make effective presentations

      Preferred Education and Experience

      1. Bachelor’s degree in a technical area (B.S.) such as Science, Technology, Engineering, or Mathematics
      2. Experience in a high growth business
      3. LEAN, Six Sigma, or similar certification
      4. Formal training in receiving and delivering feedback from/to reports, teams, and managers

      Core Competencies

      Nimble: You move fast and accurately in a dynamic environment
      Customer-Focused: Proactively seeks and finds ways to provide the highest standards of service.
      Innovator: Generates and recognizes creative solutions in varying work situations.
      Team player: Collaboration and strong communication skills.
      Effective Communicator: Demonstrates open, honest and respectful written and verbal communication.
      Results-Oriented: Productively focuses time and resources on activities to produce quality results.
      Forward-Thinking: Problem solver, do whatever it takes attitude
      Strategic Thinker: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems.
      Ethical: Maintains and promotes individual and organization integrity and values in the conduct of all activities.

      Supervisory Responsibility

      # of direct reports: 5 to 10
      # of indirect reports: 12,000 to 15,000

      Physical Demands

      Standard office work mixed with field travel.

      Position Type/Expected Hours of Work

      This is a full-time position. Days and hours of work are Monday through Friday, 9:00 a.m. to 6 p.m. Evening and weekend work may be required as job duties demand.

      Travel

      This role will require occasional air and car travel to field offices and/or headquarters. Expected travel should be 50% at maximum, more commonly limited to 25%.

      Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to  race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.

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