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.

Under our insanely helpful, personable, and funny skin, ezCater is hard-nosed, technology-enabled, and measurement-driven. Be caring enough to improve our high client review scores and low CSR turnover rates; be efficiency-hungry enough to make everything work faster, better, cheaper – without increasing anybody’s stress level. And, be big enough to help us get to $2B in 2020 and $10B in 2022, while still willing to do hands-on work.

What you'll do:

• Be a visible leader in our culture of decency, empowerment, insane helpfulness – and belief that customer service is both a respected career and a revenue-supporting differentiator
• Manage and Build Operations Teams with the goal of maintaining the highest level of ninja and constituent satisfaction. Overall, you’ll be responsible for the health and happiness of our 500 (soon to be 1,000+) ninjas who support all of our constituents. Our people are in multiple sites across the US and Europe - in office, work-from-home, and outsourced set-ups.
• Lead and help develop the following groups:

• Customer Service –This includes our 24/7 coverage for all catering buyers, our High Volume Team, the Quality Assurance Team, and task-based off-phone teams.
• Partner Support –This includes the ninjas who ensure that our restaurants and caterers are supported, feel supported, and take maximum advantage of our tools for expanding their business. The Partner Support function is not new to us, but it’s ready for its next increase in sophistication and effectiveness.
• Delivery services support – This is a nascent function that you’ll help make a strategic and financial asset for our catering partners and ourselves
• Coordinate with Work Force Management, Recruiting, and Training Teams to hire and train staff to meet KPIs and budgetary goals
• Provide thought leadership - Be the public face of Customer Service at tradeshows, client/partner meetings, and other venues, to strengthen ezCater’s reputation as a world-class service operation.
• Develop our ninjas – help and develop our ninjas as they progress in their careers as customer service professionals. You’ll help promote and maintain the ezCater culture across all Operations teams, with the twin goals of maximizing productivity and minimizing attrition.

Ideally, you have:

• 10+ years of recent experience responsible for Customer Service Operations, including multiple call centers
• Successfully led the Customer Service function in at least two companies that grow fast, make swift decisions, and fix mistakes rather than hunt for the guilty
• Experience using metrics to determine effectiveness and satisfaction
• Proven ability to lead a large and multifaceted department that spans multiple functions and locations
• History of achieving customer satisfaction scores far above average and employee 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 passes, 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, we do not employ jerks, even brilliant ones.