Director, Customer Service Operations
ezCater is the world’s largest online marketplace for catering – a $60+ billion market in the U.S. We make it superbly easy for businesspeople to find and order great food for meetings and events, and we help our catering partners grow their business. We’re backed by $320 million in venture funding and in early 2019 were valued at $1.25 billion. Our mission is to power the world’s catering, and we’ll make it happen – even more surely if you come help us.
What you'll be responsible for:
- Customer Service – Responsible for Denver-based customer service operations. This includes managers, supervisors and 150+ ninjas. Includes oversight of Denver ninjas on High Volume Team, Quality Assurance Team, and task-based off-phone teams.
- Partner support – Coordinate with Service Operations Leadership and Partner Success management to 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 - Coordinate with Service Operations Leadership to make this function a strategic and financial asset for our caterers and ourselves.
- Team operations - Create and operate within 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 our 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 trade-shows, client/partner meetings, and other venues, to expand ezCater’s reputation as a world-class service operation.
- Operational Efficiency - ezCater is going to grow dramatically in the next 2 years, the Director of Service Operations needs to work with the ezCater Service Operations Management team to continue to reduce costs while maintaining our best-in-class service in new and existing departments.
Ideally, you have:
- 10+ years of experience managing both managers and individual contributors
- Proven experience managing a 500+ 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 create and manage budgets and operations that double (or more) each year
- Experience as a skilled advocate for all things people – and all types of people. We have all types, and we love that
- Proven affinities for people, technology, and metrics – balanced equally
- Demonstrated ability as a creative entrepreneurial thinker: willing to explore and support new initiatives that challenge conventions
- Evidence that you’re insanely helpful
- A bachelor’s degree. An MBA might be even better
What you’ll get from us:
Importantly, you’ll get a tremendous amount of authority and autonomy. You’ll own your outcomes and see measurable results for your efforts. With ezCater’s radical transparency and trust, you’ll have open access to the data that drives our decisions. ezUniversity sessions will provide plenty of opportunities to expand your mind.
At the same time, 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 RTD pass, a great office in the heart of Denver, 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