Manager, Customer Fulfillment Experience (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.

At ezCater, we care a lot about building solutions that are beyond helpful to our customers, caterers, and delivery providers. As our Manager of Customer Fulfillment Experience, you will play a crucial role in evaluating, shaping and transforming the customer order fulfillment journey. You will spearhead initiatives aimed at streamlining how we set expectations and communicate with customers throughout their order life cycle, leveraging automation to proactively resolve sources of anxiety and issues, and enhancing tooling to ensure customers can seamlessly and at any point understand the status of their order and get help however and whenever they need it.

Your responsibilities will include working cross functionally to synthesize, size and prioritize improvement and transformation opportunities within the ever-evolving customer fulfillment experience. You will build rapport and trust with leaders across Operations, Customer Service, Technology, Marketing, Analytics, Voice of Customer and more to influence and guide roadmaps, championing the customer order journey across stakeholders.  If you are passionate about operations, the end user experience and leading transformative change within a dynamic team environment, we invite you to join us in building toward best in class customer experiences.

What You'll Do: 

• Collaborate with internal cross-functional teams to comprehensively analyze and assess the current customer experience and how we progressively communicate and display order information, for consistency, clarity, and areas ripe for optimization.
• Build detailed customer journey maps for diverse order scenarios and user profiles, unpacking how our operational processes and customer support flows ultimately influence the experience. Evolve these journeys (and the realized experience) as customer expectations and needs shift, and as technology evolves for efficiency and scale.
• Tell customer impact stories with data, leveraging both explicit channels of feedback and behavioral/business metrics that reflect friction points. This includes extracting meaningful insights from large datasets to inform the right path forward.
• Maintain a strategic roadmap of improvement opportunities, prioritizing them based on their potential impact. This involves scoping projects and solutions, constructing compelling business cases that articulate the anticipated ROI for each opportunity, and supporting product requirement documentation to ensure clarity and alignment throughout the development process.
• Lead the execution and go to market of improvement initiatives and the implementation of new solutions, ensuring effective change management planning across teams, as required.

What You Have: 

• 3-5 years of experience in an operations, product, or in e-commerce role that is customer-centric. Experience leading others is a plus.
  
• More than one year of experience working in close collaboration with product and/or engineering to bring a feature or product to the finish line.
• Proven track record of interpreting data to identify trends, optimize processes, and inform product decisions.
• Track record of innovative problem solving and finding creative solutions by questioning the status quo.
• Comfort painting and driving forward the big picture while digging into the details to validate hypotheses, pivot as needed, and evaluate progress.
• A deep passion for and interest in continuously improving user experience by knitting operations and technology together.
• Excellent cross functional collaboration skills, particularly adept at influencing and driving outcomes across internal teams.
• Ability to distill stories and data into clear problem statements, with well-defined requirements for solutioning.
• Comfort operating in ambiguity with an “own it and figure it out” mentality.
• Exceptional written and interpersonal skills - you build trust through communication.
• Intellectual curiosity, powered by a customer-first mentality, strong business acumen and an analytical mindset.

The national cash compensation range for this role is $85,000 - $120,000*

*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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