Customer Care Program Manager

About Sharebite

Sharebite is the leading food ordering platform built for companies to feed their employees. Our platform allows their employees to place meal orders with their favorite restaurants while helping to combat food insecurity in local communities. Every meal ordered on Sharebite results in a meal donation through local partners like Feeding America and City Harvest, and to date, we have donated over 10 million meals. 

Being well fed is an essential ingredient for employee wellbeing, team performance, and company culture. Join our team and help bring do-good, feel-good eating to the world.

About the Role

The Customer Care Program Manager will play an instrumental role in driving strategic growth and operational excellence across all product categories on the Care Team. This role will work closely with Care teams across verticals, Passport, Individual Orders, Catering, and Group Orders, to deeply understand day-to-day challenges and develop meaningful, scalable solutions.

A critical part of this role is its live operations component, we expect the Program Manager to become a domain expert across each order category. This includes spending extensive time learning the systems, processes, and customer touchpoints from the perspective of our Care Representatives. This hands-on operational immersion is essential for identifying root problems, building trust with stakeholders, and influencing product, process, and tool development across Sharebite.

What You’ll Do 

• Live Operations Immersion: Spend significant time embedded with each vertical (Passport, Group Orders, Catering, Individual Orders) to understand operations from a Care Rep’s perspective. Become a domain expert across product categories to ensure solutions are grounded in real experience and operational nuance. Use this experience to guide prioritization of projects, identify bottlenecks, and build credibility across cross-functional partners.
• Project Execution: You’ll handle the daily tasks and deliverables required to complete projects alongside the Project Manager. You’ll be responsible for keeping initiatives on track to be completed by their target deadlines, and coordinating with stakeholders to maintain alignment and timeliness.
• Project Initiation: You’ll work directly with the Customer Care Representatives to understand and identify issues and areas of improvement. You’ll subsequently initiate the solutions with relevant teams and foster consistent organization and communication across stakeholders.
• Data Analysis: You’ll maintain consistent reporting on necessary data points and distribute to key stakeholders, with whom you’ll coordinate on any actions that need to be taken as identified by the data sets. 
• Third-Party Systems Management: Within our team’s products, you’ll coordinate with the Project Manager to oversee the lifecycle of new systems as they go through implementation, training, launches, and consistent maintenance. 
• Team Coordination and Collaboration: You’ll meet regularly with the different vertical team leads to understand the needs and areas for growth, and work directly with them to implement solutions.
• Contractor Team Management: This includes working with the admin team to regularly meet on new hiring needs, execute regular QA for existing members, create, update and distribute training materials, hold check ins with the offshore team leads, and identify areas of need where we can continue to grow the offshore team (both by creating new tasks for current offshore members, and by expanding the offshore efforts into other departments).

Required Skills & Experience 

• 3+ years of experience in customer support operations, program or project management, or process improvement roles.
• Ability to embed within operations, quickly learn frontline tools and processes, and extract insights.
• Excellent project management skills and the ability to coordinate across multiple stakeholders and timelines.
• Comfort working with data to tell a story and drive outcomes; familiarity with spreadsheets, dashboards, or BI tools.
• Strong communication, organization, and problem-solving skills.
• A collaborative mindset, with a willingness to jump in and understand the details before recommending changes.

At Sharebite, we are committed to providing competitive pay and benefits that are in line with industry and market standards. The base compensation range for this role is $70k - $80k per year, however actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and location.
Salary is just one component of Sharebite's total compensation package, which includes equity, multiple health insurance options, and a wide range of benefits.