Senior Manager, Delivery Partner Operations (Remote)

ezCater is the most trusted provider of corporate food solutions and is purpose-built for business. ezCater's corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.

At ezCater, we care a lot about building solutions that are beyond helpful to our customers, caterers, and delivery providers. As our Senior Manager, Delivery Partner Operations, you will build and execute the business strategy and operational processes driving our third-party delivery network, ezDispatch, enabling industry-leading delivery across our network.

Our ezDispatch service unlocks significant value for both our catering partners and our customers, and it depends on strategic partnerships with national and regional delivery providers. By scaling a healthy, efficient, high-performing network of providers who can service our customers anywhere and at any time, our caterers scale their capacity to accept orders, our customers find more diverse choices when ordering, and ezCater builds upon our suite of innovative, customer-oriented solutions. You and your team will lead our delivery provider partnerships, communicating expectations, driving performance, and building an innovative, scalable, tightly integrated approach to ensuring on time, in full delivery across all ezDispatch deliveries. You will serve as a trusted advisor to our partners, guiding and influencing their growth and engagement strategy to optimize the customer experience.

You’ll be a strategic leader reporting to the Director of Delivery, responsible for innovating continuously with both internal and external partners to set the standard for third party delivery operational excellence in the food for work industry. We’re proud of how many times the adjective ‘reliable' appears in our TrustPilot reviews and we know reliability will be the key to our success in growing our delivery network – come join our team and help us keep those great reviews coming!

What You'll Do: 

• Navigate and lead cross functional teams in our matrixed organization to challenge status quo and drive innovative solutions to tough business problems. Drive internal alignment around the key initiatives and path to continue scaling ezDispatch, the metrics we care about the most, and the technology and processes to unlock growth.
• Be a thought leader in charge of our delivery partner network. You will set and stay the course as you cultivate the relationships driving a reliable, competitive, scalable service that ultimately drives customer retention and growth. You will also be an effective negotiator, working with some of the largest organizations in the field and securing financially attractive deals with national players that support ezCater’s rocketship growth.
• Set the bar high on behalf of our customers. You will listen to and learn from ezCater team members, customers, and our delivery partners to understand the factors influencing delivery experience and then evangelize the roadmap to elevate that experience through our delivery services.
• Communicate clearly and collaborate openly. You will depend on input and support from a range of internal teams, including Finance, Product & Engineering, Customer Care and Marketing. Conversely, those teams will rely on you for joint decision-making and setting of strategic objectives. You are a team player, you feel accountable to others’ success and effectively hold others accountable to your key outcomes.  
• Continuously and ruthlessly prioritize your team’s work by impact, removing obstacles as needed and leading your team to do the same. Priorities will evolve as our customer needs and partner capabilities evolve, and you will seamlessly evaluate and incorporate that evolution into your vision and strategic priorities.
• Refine clear metrics that inform delivery partners of shared success criteria. You will ensure delivery partners are clear on what it means to be successful on ezCater’s platform. We never want our partners to be surprised. You will lead external engagement on operational performance, including coaching and holding partners transparently accountable.
• Lead with data. You understand the key levers to streamline performance and you measure the impact of your team’s work against those metrics. You use data to inform opportunity sizing and prioritization within overall strategy and, even when faced with incomplete data, you can use what you have to form solid hypotheses and to test and scale.
• Inspire your