Senior Manager, Catering 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, Catering Partner Operations, you will build and execute the partner-oriented operations strategy, enabling industry-leading order fulfillment and delivery across our caterer network.

Our catering partners span from some of the largest, national restaurant brands to single location, family-run corner eateries; we tailor our tools and engagement to meet them where they are and to unlock next level growth. You will partner with our internal teams who engage daily with our caterers to communicate expectations and performance metrics, building a scalable approach to ensuring on time, in full delivery across all catering partners. You and your team will serve as trusted advisors to our caterers, guiding and influencing their delivery strategy to maximize each restaurant’s order capacity while optimizing 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 caterer 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 way we engage with catering partners, the metrics we care about the most, and the path from current to future state.
• Be a thought leader who sets and stays the course toward the broader vision of driving overall catering partner reliability, but who can also dig deep with your team and with cross functional partners to root cause and problem solve collaboratively.
• Set the bar high on behalf of our customers. You will listen to and learn from ezCater team members, customers, and our catering partners to understand the factors influencing delivery experience and then evangelize the roadmap to elevate that experience through our catering partners’ performance.
• Build trust and rapport with internal and external stakeholders at all levels, from executives to restaurant line cooks and delivery drivers. You will be working with the largest brands, the smallest brands, restaurant industry veterans and folks who are just breaking into the space; you will need to adapt flexibly based on your audience to garner buy in and influence behavior.
• Communicate clearly and collaborate openly. You will depend on input and support from a range of internal teams, including Partner Success, Product & Engineering, Customer Service 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 catering partners of their success criteria. You will ensure catering 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 catering partners and holding them transparently accountable.
• Lead with data. You understand the key levers to improve catering partner 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 team to aim higher through your leadership and employee engagement sty