Manager, Customer Fulfillment Experience (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.

At ezCater, we care a lot about building solutions that are beyond helpful to our customers, caterers, and delivery providers. As our Manager of Customer Fulfillment Experience, you will play a crucial role in evaluating, shaping and transforming the customer order fulfillment journey. You will spearhead initiatives aimed at streamlining how we set expectations and communicate with customers throughout their order life cycle, leveraging automation to proactively resolve sources of anxiety and issues, and enhancing tooling to ensure customers can seamlessly and at any point understand the status of their order and get help however and whenever they need it.

Your responsibilities will include working cross functionally to synthesize, size and prioritize improvement and transformation opportunities within the ever-evolving customer fulfillment experience. You will build rapport and trust with leaders across Operations, Customer Service, Technology, Marketing, Analytics, Voice of Customer and more to influence and guide roadmaps, championing the customer order journey across stakeholders.  If you are passionate about operations, the end user experience and leading transformative change within a dynamic team environment, we invite you to join us in building toward best in class customer experiences.

What You'll Do: 

• Collaborate with internal cross-functional teams to comprehensively analyze and assess the current customer experience and how we progressively communicate and display order information, for consistency, clarity, and areas ripe for optimization.
• Build detailed customer journey maps for diverse order scenarios and user profiles, unpacking how our operational processes and customer support flows ultimately influence the experience. Evolve these journeys (and the realized experience) as customer expectations and needs shift, and as technology evolves for efficiency and scale.
• Tell customer impact stories with data, leveraging both explicit channels of feedback and behavioral/business metrics that reflect friction points. This includes extracting meaningful insights from large datasets to inform the right path forward.
• Maintain a strategic roadmap of improvement opportunities, prioritizing them based on their potential impact. This involves scoping projects and solutions, constructing compelling business cases that articulate the anticipated ROI for each opportunity, and supporting product requirement documentation to ensure clarity and alignment throughout the development process.
• Lead the execution and go to market of improvement initiatives and the implementation of new solutions, ensuring effective change management planning across teams, as required.

What You Have: 

• 3-5 years of experience in an operations, product, or in e-commerce role that is customer-centric. Experience leading others is a plus.
  
• More than one year of experience working in close collaboration with product and/or engineering to bring a feature or product to the finish line.
• Proven track record of interpreting data to identify trends, optimize processes, and inform product decisions.
• Track record of innovative problem solving and finding creative solutions by questioning the status quo.
• Comfort painting and driving forward the big picture while digging into the details to validate hypotheses, pivot as needed, and evaluate progress.
• A deep passion for and interest in continuously improving user experience by knitting operations and technology together.
• Excellent cross functional collaboration skills, particularly adept at influencing and driving outcomes across internal teams.
• Ability to distill stories and data into clear problem statements, with well-defined requirements for solutioning.
• Comfort operating in ambiguity with an “own it and figure it out” mentality.
• Exceptional written and interpersonal skills - you buil