VP, Customer Service Operations
ezCater is the #1 online - and the only nationwide - marketplace for business catering in the United States – a $22 billion market. Our 2M+ on-time ratings and reviews, our 60K+ caterers and restaurants, and our 5-star customer service make it superbly easy for business people to find and order great food for their meetings. We’re backed by Insight Venture Partners and Iconiq Capital, we’re on a path to $1B in 2019, and we’ll get there - even more surely if you come help us.
Our multi-sided marketplace connects business people with restaurants and restaurants with delivery partners. Every side of our marketplace feels, correctly, that it’s #1 in our hearts. Your focus would be the customers, restaurants, and the delivery/vendor services, from mom-and-pop establishments to the country’s largest restaurant chains and delivery services.
Under an insanely helpful, personable, and funny skin, ezCater is hard-nosed, technology-enabled, and measurement-driven. Come help us find ways to make the restaurants and delivery services more successful, so we, in turn, will be. Be caring enough to improve on our high partner satisfaction scores and low employee turnover rates; be growth-hungry enough to use your services as revenue drivers rather than being a cost center. And, be big enough to help us get to $1B in 2019, while still willing to understand – and do – hands-on work.
What you'll do:
Customer Service – Responsible for customer service operations. This includes managers, supervisors and 75+ ninjas. Includes oversight of High Volume Team, Quality Assurance Team, and task-based off-phone teams.
Caterer support - Ensure that our restaurants and caterers are and feel supported, and take maximum advantage of our tools for expanding their business. The Caterer Support function is not new to us, but it’s ready for its next increase in sophistication and effectiveness.
Delivery services support - Make this nascent function a strategic and financial asset for our caterers and ourselves. This includes positioning, contract negotiations, working with our engineers to create software platforms, and execution of tactical, day-to-day, support.
Team operations - Create and operate the budgets for your teams. Build, or assess and acquire, processes and technology to run your operation. Devise the right metrics to track the satisfaction and business expansion of your clients, and the satisfaction and career growth of your staff. Provide technical advice and leadership into projects, informed by expertise in the service operations area - utilize internal and external technical experts.
Thought leadership - Be the public face of these operations at tradeshows, client/partner meetings, and other venues, to expand ezCater’s reputation as a world-class service operation.
Operational Efficiency - ezCater is going to grow 5X in the next 2 years. The VP of Customer Service Operations will work with the ezCater Management team to continue to reduce costs while maintaining our best-in-class service in new and existing departments.
- 10+ years of experience managing both managers and individual contributors.
- Proven experience managing a 100+ customer service organization in a high-volume, transactional customer service environment.
- Proven ability to lead a large and multifaceted department that spans multiple functions
- History of achieving customer service scores far above average and CSR turnover rates far below average
Proven ability to negotiate complex contracts with vendors and partners, always on terms that are long-term wins for all parties.
Proven ability to create and manage budgets and operations that are doubling (or more) each year.
Proven affinities for technology, metrics, and people – balanced equally.
Evidence that you’re insanely helpful.
Ideally, meaningful experience with one or more of: restaurants, logistics, e-commerce, online marketplaces.
What you’ll get from us:
Importantly, you’ll get sane working hours and a huge amount of 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 here’s what else you’ll get: Market salary, stock options you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, a great office smack-dab in Boston’s Downtown Crossing, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), 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.