Manager, Customer Fulfillment Experience (Remote)

Ezcater • Boston, MA

290d • $85,000 - $120,000 • 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. 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.

Requirements

• 3-5 years of experience in an operations, product, or in e-commerce role that is customer-centric.
• 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.
• Excellent cross functional collaboration skills, particularly adept at influencing and driving outcomes across internal teams.
• Exceptional written and interpersonal skills - you build trust through communication.

Nice To Haves

• Experience leading others is a plus.
• 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.
• Intellectual curiosity, powered by a customer-first mentality, strong business acumen and an analytical mindset.

Responsibilities

• 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.
• Tell customer impact stories with data, leveraging both explicit channels of feedback and behavioral/business metrics that reflect friction points.
• Maintain a strategic roadmap of improvement opportunities, prioritizing them based on their potential impact.
• Lead the execution and go to market of improvement initiatives and the implementation of new solutions, ensuring effective change management planning across teams.

Benefits

• Market salary
• Stock options
• Usual holidays
• All-you-can-eat vacation
• 401K with ezCater match
• Health/dental/FSA
• Long-term disability insurance
• Remote-hybrid work from home or office
• Tremendous amount of responsibility and autonomy
• Collaborative colleagues
• Cupcakes and many more goodies in the office

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level