VP, Customer Care (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 VP of Customer Care will lead a global workforce of in-house and outsourced BPO resources spanning across four teams: Customer Support, Enterprise & Specialty Services, BPO Governance, and Workforce Management/Service Enablement. Their primary focus will be to simplify existing workflows, modernize the CS technology stack, and deploy AI capabilities at scale. They will also lead a rigorous BPO and workforce management strategy to reduce service variability, improve efficiency and cost-to-serve, and maintain high customer satisfaction.

What You'll Do: 

• Lead a global customer operations team of in-house and outsourced/offshore resources, spanning across multiple BPO providers.
• Reengineer all end-to-end processes across CS operations – eliminate waste, increase throughput, simplify the customer journey, and drive intelligent automation.
• Modernize the CS tech stack – deploy enterprise-grade, API-enabled CRM and CCaaS platforms that will enable intelligent self-service and automation.
• Aggressively expand the use of AI and virtual agents across the CX/operations journey, while intentionally preserving the human touch where it matters most.
• Standardize the global operations footprint, reduce performance variability and establish dependable and predictable execution at scale.
• Develop global BPO strategy, structure commercial agreements, and establish a robust governance framework for enterprise/operational risk.
• Define north-star metrics and KPIs to measure and drive accountability against performance expectations and department goals.
• Build a culture of operational excellence and continuous improvement. Develop a high-performing team and coach future leaders.
• Drive meaningful cost leverage in operations to support efficient capital allocation and company profitability.
• Build and nurture high-trust partnerships with colleagues across the business that enable close collaboration in service of company-level goals.

What You Have: 

• 20+ years of progressive experience in operations, finance and transformation; 10+ years in director/executive-level leadership roles
• Proven success executing large-scale transformation, deploying process/operational excellence (e.g., Lean/6-Sigma, Value-stream maps) and technology to drive productivity.
• Experience managing and simplifying multi-site contact center/back-office operations, workforce management, and enablement teams.
• Skilled in vendor/BPO strategy, commercial discipline, performance management and risk oversight.
• Adept relationship builder and collaborator, skilled at managing and influencing internal/external stakeholders at all organizational levels.
• Strong communicator with experience presenting to C-suite and board-level stakeholders.
• Bachelor’s degree required; MBA preferred.

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 experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a  place that values work/life harmony. 

Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, Relish (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.

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. Following a conditional offer of employment, ezCater may require a background check.

For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.