VP, Customer Care (Remote)

Ezcater•Boston, MA

42d•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 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.

Requirements

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.

Responsibilities

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.

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