Sr. Manager, Integrations & Technical Support (Remote)

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 Supply Solutions and SaaS Operations team is looking for an experienced Manager to lead the support and configuration of ezCater’s growing API integrations portfolio. In this position, you’ll build and document team processes, collaborating with cross-functional teams to go beyond helpful for our customers and partners. You’ll support the configuration and testing phases of API implementation projects and establish a plan to monitor integrations for errors. You will build relationships with our technical partners as well as collaborate with our partnership relationship manager. You’ll lead a team through growth and change, training the team on new ideas with a focus on continuous improvement. You’ll refine existing processes and be a critical player in scaling integrations at ezCater.

What You'll Do:

• Build & Lead: Build and manage a team focused on implementing new integrations and providing technical support to enterprise partners on both sides of our marketplace.  Lead the team as they develop new processes and capabilities to meet the evolving needs of our partners.  You’ll collaborate with Partnership Management, Project Management and Technology to build the processes required to configure and support API integrations including clearly defining roles and responsibilities and creating SOP’s built to scale.Technical Guidance: You’ll provide technical support for our partner support team, customers and supply partners to ensure collectively, we are meeting implementation milestones and company goals. Strategic Consultation: You’ll provide consultation and best practices to third party partners, customers and supply partners looking to integrate with ezCater. 
• Organize & Prioritize: You’ll be expected to maintain up-to-date, detailed tracking of tasks, prioritizing those that have the greatest impact to our team goals and monitoring for timely execution.
• Collaborate: You’ll work closely with our Project Management, Product, Engineering, Sales, Operations, Customer Service, Marketing, and Analytics teams to help move our shared goals forward.
• Manage Partnerships: Work with our technical partners and our Partnership Management team to expand our integration capabilities and commercial relationships.
• Communicate Effectively: You have experience thoughtfully explaining unique concepts to diverse audiences, and know how to break down complex topics for any stakeholder.

What You Have:

• Management Experience: You have at least 8-10 years experience managing a technical support team, providing mentorship and a positive team culture where everyone understands their role within the larger picture. 
• Tech-knowledgeable: You have 4-5 years experience implementing API Integrations, technical writing and/or providing tier 2-3 support for technical issues. You’re also competent in using and configuring workflows in support and project management software including Monday.com, Jira and Zendesk.
• Strategic Thinker: You’ve established and rolled out team KPI’s, while keeping your eye on the greater company-wide goals. You are an Excel pro with at least 1 year experience and proficiency in organizing & interpreting data sets with multiple factors and inputs (including how to set up v-lookups and pivot tables). 
• A Natural Relationship Builder: You make connections and keep them. You are deft at “managing across.” You have experience working with Project Management, Product, Engineering, Marketing, Sales and Customer Service teams. Your superpower is building a positive, cohesive, cross-functional team focused on execution and project success.
• Insanely Autonomous: You love setting audacious goals and are fully comfortable directing your own way to get there. You commit to a schedule and stick to it. 
• Agile & Flexible: You manage risk but aren’t afraid to iterate. You ideally are familiar with high growth operations & problem solving in fast-paced tech spaces. You have an excellen