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Director of Customer Service Insights and Metrics

| Greater Boston Area

ezCater is the world’s largest online marketplace for catering – a $60+ billion market in the U.S. We make it superbly easy for businesspeople to find and order great food for meetings and events, and we help our catering partners grow their business. We’re backed by $320 million in venture funding and in early 2019 were valued at $1.25 billion. Our mission is to power the world’s catering, and we’ll make it happen – even more surely if you come help us.

Do you love data analytics and applying that to help operations achieve efficiency and revenue goals? Then you should check out the Director of Customer Service Insights and Analytics role in Customer Service at ezCater!

The Director of Customer Service Insights and Metrics is responsible for creating, managing and communicating business insights gained by synthesizing data from multiple sources. This position is primarily responsible for providing actionable insight for our customer service department. The director will apply various quantitative methods to analyze and interpret information from multiple data sources as needed (Periscope, Twilio Flex, Teleopti, Excel). The director will maintain a critical consulting and advisory role with customer service management in driving best practices and measurement methodology. They will be the leader on developing our non-phone (chat, email, social media) strategy. This position is a working manager, sharing knowledge and coaching employees as much as driving assigned projects.

Reporting to the Director of Customer Service Operations (Process and Efficiency Excellence), working closely with Data Science and Analytics team. Will manage our Workforce Management team.

What you’ll do:

  • Participates and provides analytical leadership in the development of customer service’s plans and programs.
  • Employ the latest quantitative and analytical techniques, synthesize all available data, develop business insights, to enhance the performance of the customer service department.
  • Work with Data Science and Analytics team to formulate and track KPIs, as well as, understand the detail logic used to build KPIs/metrics used in data analysis.
  • Develop and drive our non-phone strategy for customer service.
  • Be involved in the learning and functioning of the daily operational challenges and understanding the core functions of the customer service department.
  • Monitor the performance of process improvement efforts.
  • Define requirements for data integration and measurement supporting new products, process enhancements and department efficiency initiatives.
  • Monitor relevant industry trends, tapping both external and internal sources 
  • Plan and manage processes and practices to ensure that programs are aligned with company business goals and objectives. 
  • Perform ad-hoc analysis as necessary to answer business questions and drive decisions; 
  • Build relationships and collaborate with other functional areas to identify system integration opportunities and needs.
  • Oversee the Workforce Management Team
    • Manage WFM team on day-to-day activities
    • Work closely with the management team to manage and communicate all things related to scheduling, adherence, forecasting, and efficiency on-site and at our outsource partner centers. 

You are:

  • A dynamic leader with the ability to conduct, manage and synthesize data, and proven ability to integrate disparate sources of information into a coherent “story" that answer specific business questions and drives results.
  • Have a strong knowledge of customer service operations allowing you to effectively design and monitor the metrics that will allow us to continue to drive efficient high-quality service to our customers.
  • Proven skills in articulating and communicating data-driven insights and strategies both verbally and in writing to colleagues and senior leadership.
  • Proven characteristics of intellectual curiosity, responsibility, determination, creativity, flexibility, drive and self-confidence.
  • Able to influence all levels of customer service and senior leadership with proven knowledge and understanding of ezCater’s goals and metrics.
  • Excellent written, oral communication, project management and presentation skills. Ability to present complex data reports, financial analyses, and statistics in a simple and clear manner.
  • Passionate about analyzing data, drawing appropriate conclusions, and able to effectively translate findings to business strategies that positively impact the business and customer.
  • Have the ability to determine the root cause of issues or successes when multiple variables are present that impacts results.

You have: 

  • 10+ years’ experience/expertise in customer service operations in a data driven focus.
  • Extensive experience in quantitative and qualitative research and analytical methodologies and their application, including familiarity with external sources of industry, market, and consumer information.
  • Extensive experience with reporting and analysis design, measurement strategy, and development of business metrics.
  • Experience mentoring and leading teams. 
  • Bachelor's Degree in Business, Statistics or similar
  • Master’s degree (Preferred) 
  • Experience in SQL/Tableau/other data visualization tool is highly desired
  • Advanced MS Excel and PowerPoint.

What you’ll get from us:

Our dynamic Customer Service department is the heart of ezCater and we have an incredible team for you to work with to drive results. Our Customer Service department includes support and specialty teams for our catering partners, customers and 3rd party delivery service. We provide industry-leading service levels that are strongly supported as a core value of our company.

Importantly, you’ll get a tremendous amount of authority and autonomy. You’ll own your outcomes and see measurable results for your efforts. With ezCater’s unmatched transparency and trust, you’ll have open access to the data that drives our decisions. ezUniversity sessions will provide plenty of opportunities to expand your mind.

At the same time, you’ll get sane working hours and a huge amount of flexibility around work/life balance. Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and here’s what else you’ll get: Market salary, stock options you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, a great office in the heart of Boston, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • MailChimpEmail

Location

40 Water Street, Boston, MA 02109

An Insider's view of ezCater

How would you describe the company’s work-life balance?

ezCater gives its employees total control over their work-life balance, whether that means taking time for the doctor or going on a vacation. Everyone here understands that life gets in the way of work at times, and as long as you get your job done well and support your fellow co-workers, you get to control your own schedule.

Claire

Business Operations Strategist

How do you collaborate with other teams in the company?

I love working with other teams in the company! Every person I have encountered is insanely helpful and willing to teach me about their job. I'm always pleasantly surprised at how collaborative this company is.

Alyssa

Senior Menu Specialist

How has your career grown since starting at the company?

I've been able to grow a team and department from scratch, and had the opportunity to make decisions on my own. Overall, I've grown faster here than anywhere else I've worked.

Jules

Manager, ezDispatch

How do you empower your team to be more creative?

For me, fostering creativity comes down to ownership & a healthy comfort with failure. I try to make sure the team is pointed at big, meaty problems and then I largely get out of the way.

Dillon

Sr. Product Manager

What are some social events your company does?

Our weekly breakfasts and lunches provide a social avenue throughout the day, while our end of week ezHour gives the entire company a chance to wind down and interact. Outside of that, we're often seeing fun events pop up like our Holiday Party, fun team off-sites, and volunteer events that bring people together from across the company.

David

Sales Manager

What are ezCater Perks + Benefits

ezCater Benefits Overview

Importantly, you’ll get sane working hours and a huge amount of flexibility around work/life balance. Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and here’s what else you’ll get:

Market salary, stock options you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, a great office smack-dab in Boston’s Downtown Crossing, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), and knowing that you helped get this rocket ship to the moon.

Culture
Volunteer in local community
ezCater participates in regular community outreach activities with Rosie’s Place, City Sprouts, Community Servings, Greater Boston Food Bank, etc.
Partners with Nonprofits
ezCater partners with Feeding America through our CaterCares initiative
Friends outside of work
Eat lunch together
Intracompany committees
Here at ezCater, we have a number of different committees that tackle everything from planning fun company outings to furthering the conversation around diversity and inclusion among employees
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Eligible employees get 4 weeks of paid sabbatical every 5 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Company sponsored recreational sports leagues such as Basketball, Softball, Kickball throughout the year.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning

Additional Perks + Benefits

Plus: Wicked awesome co-workers, Cupcakes, Breakfast delivered on Mondays, Lunch delivered on Thursdays

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