Director, Customer Care Operations (Remote)
About The Position
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 Director of Customer Care Operations will lead ezCater's in-house customer support organization, including Frontline, Escalations/Retention, Enterprise & Specialty Services teams. They will be responsible for day-to-day customer support execution, ensuring the team delivers a best-in-class customer experience and efficiency. They are accountable for overall performance against SLAs and key operational metrics; working closely with BPO Governance and WFM leads to ensure optimal staffing and performance across all teams. The Director reports directly to the VP, Customer Care.
Requirements
- 12+ years of progressive experience in customer support and operations, with 5+ managing teams (50+ FTEs).
- Marketplace or consumer services experience; surge/seasonality and global coverage.
- Proven results improving CSAT/NPS, FCR, TTR/AHT, ASA, and cost-to-serve at scale.
- Change management experience, operationalized processes, and a relentless focus on measurement and continuous improvement.
- Strong grasp of workforce planning, knowledge management, training and QA.
- Strong working knowledge of industry-standard tooling; CRM, CCaaS/IVR, WFM/QA.
- Strong leadership, communication, and change-management skills.
Responsibilities
- Manage and optimize day-to-day operations for frontline and enterprise/specialty services; across voice, chat, email, and digital self-service channels.
- Own execution against key operational KPIs, including CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TTR (Time to Resolution), backlog/aging, and cost per contact.
- Work closely with Workforce Management and BPO leads on scheduling, forecasting, and staffing to ensure optimal coverage and service level achievement.
- Partner with QA and training to roll-out programs, calibrate scoring, provide feedback, and drive continuous improvement in agent performance.
- Deploy scalable Enterprise Support/Specialty Services model to provide differentiated, and high-value experiences for strategic and key accounts.
- Drive continuous improvement, coordinating with cross-functional teams on escalations, root-cause analysis, and implementing preventions (policy, process, tooling, training).
- Lead, mentor, and develop a high-performing and engaged operations team, fostering a data-driven, customer-obsessed culture.
- Provide weekly/monthly reporting and business reviews to Operations leadership, highlighting CS health, performance, initiatives, risks, and resource needs.
- Participate in change-management and tool implementations (e.g., CCaaS, CRM, chatbot/AI rollout), working closely with the VP, Technology and Project teams.
- Build and nurture high-trust partnerships with colleagues across the business that enable close collaboration in service of company-level goals.
Benefits
- 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
- knowing that you helped transform the food for work space
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
501-1,000 employees
