Program Manager, Voice of Customer (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 ezCater Strategy & Program Management team plays a critical role in creating fans through memorable positive experiences for our customers, caterers, and delivery drivers. We are seeking a highly motivated and experienced Voice of Customer (VoC) Program Manager to lead our efforts in gathering and leveraging customer insights to drive business improvements and enhance the customer experience. This position supports the Senior Manager, Strategy & Program Management and will work closely with our Customer Service, Operations, Customer Insights, Sales, and UX Research teams to ensure that we have an optimal experience for customers, partners, and caterers. 

What You'll Do: 

• Develop and implement a comprehensive VoC strategic program that aligns with the company's goals and objectives, establishing and monitoring key performance indicators (KPIs) to measure the effectiveness of the VoC program.
• Design and implement methods for collecting and aggregating customer feedback as it relates to satisfaction and loyalty through various channels (e.g., surveys, reviews, social media, customer service interactions) and across the customer lifecycle. 
• Analyze customer feedback data (leveraging automation/AI/ML and working with respective teams) to identify trends, pain points, and areas for improvement. Present findings to key stakeholders in a clear and actionable manner.
• Partner with research and operations teams to understand customer journey and pain points, and drive strategic improvements in the customer experience.
• Translate customer feedback into actionable insights for the organization and work with cross-functional teams to identify root causes, prioritize, and drive improvements in products, services, and processes.
• Influence, support, and monitor cross-functional initiatives aimed at improving largest customer pain points and provide visibility into status and performance across the organization.
• Understand the drivers of program KPIs, deliver reporting to teams on the drivers they can directly control, and work with cross-functional partners to build accountability for teams/individuals.      
• Act as a champion for the customer within the organization, ensuring that customer needs and preferences are at the forefront of business decisions.

What You Have: 

•  4-5+ years in cross-functional customer experience, VoC Program management.
• Strong analytical skills (leveraging automation/AI/ML) with the ability to interpret complex data and translate it into actionable insights. Sigma and Tableau experience a plus!
• Exceptional skill and capabilities in wide scale program and project management.
• Passion for improving the customer experience, curious, highly motivated, and effective within distributed teams.
• Skills in complex problem solving, critical thinking and decision making.
• Comfort and experience holding teams and self accountable to program deliverables, preferably using agile methodology.
• Obsession for customers and partners with experience designing and implementing experience KPIs and other measures.
• Robust customer experience survey design and analysis experience.
• High comfort level with data - able to find trends and use data to drive progress and innovation.
• Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
• People leadership and development skills and experience.
• Proven experience thriving in ambiguity & change.

The national cash compensation range for this role is $102,000 - $135,000 per year*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we