Sr. Manager, Integrations & Technical Support (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers.  We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.

The Supply Solutions and SaaS Operations team is looking for an experienced Manager to lead the support and configuration of ezCater’s growing API integrations portfolio. In this position, you’ll build and document team processes, collaborating with cross-functional teams to go beyond helpful for our customers and partners. You’ll support the configuration and testing phases of API implementation projects and establish a plan to monitor integrations for errors. You will build relationships with our technical partners as well as collaborate with our partnership relationship manager. You’ll lead a team through growth and change, training the team on new ideas with a focus on continuous improvement. You’ll refine existing processes and be a critical player in scaling integrations at ezCater.

What You'll Do:

• Build & Lead: Build and manage a team focused on implementing new integrations and providing technical support to enterprise partners on both sides of our marketplace.  Lead the team as they develop new processes and capabilities to meet the evolving needs of our partners.  You’ll collaborate with Partnership Management, Project Management and Technology to build the processes required to configure and support API integrations including clearly defining roles and responsibilities and creating SOP’s built to scale.Technical Guidance: You’ll provide technical support for our partner support team, customers and supply partners to ensure collectively, we are meeting implementation milestones and company goals. Strategic Consultation: You’ll provide consultation and best practices to third party partners, customers and supply partners looking to integrate with ezCater. 
• Organize & Prioritize: You’ll be expected to maintain up-to-date, detailed tracking of tasks, prioritizing those that have the greatest impact to our team goals and monitoring for timely execution.
• Collaborate: You’ll work closely with our Project Management, Product, Engineering, Sales, Operations, Customer Service, Marketing, and Analytics teams to help move our shared goals forward.
• Manage Partnerships: Work with our technical partners and our Partnership Management team to expand our integration capabilities and commercial relationships.
• Communicate Effectively: You have experience thoughtfully explaining unique concepts to diverse audiences, and know how to break down complex topics for any stakeholder.

What You Have:

• Management Experience: You have at least 8-10 years experience managing a technical support team, providing mentorship and a positive team culture where everyone understands their role within the larger picture. 
• Tech-knowledgeable: You have 4-5 years experience implementing API Integrations, technical writing and/or providing tier 2-3 support for technical issues. You’re also competent in using and configuring workflows in support and project management software including Monday.com, Jira and Zendesk.
• Strategic Thinker: You’ve established and rolled out team KPI’s, while keeping your eye on the greater company-wide goals. You are an Excel pro with at least 1 year experience and proficiency in organizing & interpreting data sets with multiple factors and inputs (including how to set up v-lookups and pivot tables). 
• A Natural Relationship Builder: You make connections and keep them. You are deft at “managing across.” You have experience working with Project Management, Product, Engineering, Marketing, Sales and Customer Service teams. Your superpower is building a positive, cohesive, cross-functional team focused on execution and project success.
• Insanely Autonomous: You love setting audacious goals and are fully comfortable directing your own way to get there. You commit to a schedule and stick to it. 
• Agile & Flexible: You manage risk but aren’t afraid to iterate. You ideally are familiar with high growth operations & problem solving in fast-paced tech spaces. You have an excellent track record providing a positive customer experience, as well as a keen eye for anticipating bottlenecks & roadblocks.
• A circus-level juggler: You’re comfortable with a high-volume list of varied tasks and know how to prioritize them.  
• A creative problem solver: After developing a deep understanding of our products and our partners, you’ll help identify risks & uncover opportunities that will help us soar.
• Process Creation: You’re comfortable with building processes, creating SOP’s and training a team to troubleshoot technical issues.

The national cash compensation range for this role is $142,000 - $199,000 per year.

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!

ezCater does not sponsor applicants for work visas or legal permanent residence.

What You’ll Get from Us:

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance. 

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

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