Michael Wireko is a distinguished executive with over a decade of comprehensive experience in analytics, finance, operations, and customer service. Currently serving as the Vice President of Customer Care at Grubhub, Michael has demonstrated an exceptional ability to lead and optimize large-scale operations, manage substantial P&Ls, and drive strategic initiatives that enhance customer experiences and operational efficiency.

At Grubhub, Michael’s role as Vice President involves overseeing care teams that handle 25 million inbound contacts annually, supported by a robust network of 200 internal and 2,000 partner agents. His leadership extends to the Trust and Safety programs, where he prioritizes team and tooling requirements to maximize business impact. Notably, Michael has spearheaded care strategy development, achieving a remarkable 15% savings on a $200 million P&L within a year and successfully increasing customer self-service capabilities from 20% to 45%. His strategic oversight in coordinating product roadmap strategies has been instrumental in driving significant cost efficiencies and enhancing customer self-service features.

Before his current role, Michael held several senior positions within Grubhub, including Sr. Director of Care and Director of Care Support. As Sr. Director, he implemented a Speech Analytics and business insights system that generated $23 million in annual business value and developed agent workflows that reduced handle times by 20%. His efforts in establishing customer value metrics optimized policies, generating $10 million in annual revenue and integrating a data-based decision engine that saved $12 million annually.

Michael’s career also includes pivotal roles at Discover Financial Services, where he managed projects and operations that leveraged Speech Analytics for compliance, cost reduction, and revenue enhancement. His experience at Discover, coupled with his background as a Finance Operations Analyst at Grubhub, underscores his proficiency in financial planning, analytics, and process improvement.

A graduate of The Ohio State University with a Bachelor of Science in Marketing and a minor in Economics, Michael has cultivated a strong foundation in business and leadership. His involvement in student leadership roles, such as President of Phi Kappa Psi fraternity and Stradley Dormitory Senate, highlights his early commitment to leadership and community engagement.

Michael’s professional expertise is complemented by his skills in financial modeling, data analysis, and operational excellence. He is adept at using data and KPIs to drive business improvements, and his ability to identify and implement process enhancements has consistently delivered substantial financial and operational gains.

In addition to his executive role, Michael is the Founder and Board Member of Sankofa International Charity, where he leverages his skills and experience to contribute to philanthropic endeavors. His speaking engagements at prestigious events like Customer Contact Week 2024 and Frost & Sullivan West 2024 further reflect his thought leadership in the industry.

Michael Wireko is known for his strategic approach, problem-solving acumen, and ability to thrive in dynamic environments. His diverse experience, combined with his passion for leveraging data to drive organizational success, positions him as a highly valuable asset in the realms of operations and customer care.

Character: Michael Wireko is a results-driven leader known for his integrity and commitment to excellence. His dedication to driving positive change and his passion for problem-solving underscore his reputation as a trusted and effective executive.

Knowledge: With over a decade of experience in analytics, finance, and operations, Michael possesses a deep understanding of organizational dynamics and process improvement. His expertise in leveraging data to optimize performance and drive business value is a testament to his broad industry knowledge.

Strategic: Michael excels at developing and executing strategies that align with organizational goals and drive substantial financial impact. His ability to integrate data insights into actionable plans has led to significant improvements in efficiency and profitability.

Communication: An adept communicator, Michael effectively conveys complex ideas and strategies to diverse audiences, fostering collaboration and alignment. His experience in leading large teams and engaging stakeholders ensures clear and impactful communication across all levels of the organization.