VP Customer Service – Efficiency and Effectiveness

| Greater Boston Area

ezCater is indisputably the category leader in catering marketplaces, in the US and now also in Europe. We make it superbly easy for businesspeople to find and order food for meetings, lunch’n’learns, lunch for all the employees, road shows, and more.

Our multi-sided marketplace connects catering buyers with restaurants and restaurants with couriers. Every side of our marketplace feels, correctly, that it’s #1 in our hearts. They’ve felt this at every stage of ezCater, from two-person start-up to a billion dollars, and we want them to continue to feel this even as we grow 10X more in the next 3 years. We need you to invent new, and refine existing, processes so this can be true, at industry-leading low cost and with industry-leading high CSR satisfaction.

Under our insanely helpful, personable, and funny skin, ezCater is hard-nosed, technology-enabled, and measurement-driven. Be caring enough to improve our high client review scores and low CSR turnover rates; be efficiency-hungry enough to make everything work faster, better, cheaper – without increasing anybody’s stress level. And, be big enough to help us get to $2B in 2020 and $10B in 2022, while still willing to do hands-on work.

At ezCater, you’ll:

  • Be responsible for the efficiency and effectiveness of the 500 (soon to be 1,000+) CSRs who support all of our constituents. Our people are in multiple sites across the US and Europe, in office, work-from-home, and outsourced set-ups.
  • Lead the teams that help you do your work. Today those teams includes scheduling, workforce management, training, quality assurance, and strategic projects.
  • Refine the processes and tools we have in place – and invent, buy, or build different and better ones when it’s time to do so. We don’t have sacred cows.
  • Work closely with our data analysts to invent and refine metrics, ferret out problems, calculate ROIs, and track improvements. We’re huge believers in the enabling power of objective-yet-nuanced data.
  • Work closely with our software developers to build or buy better tooling. We’re huge believers in the enabling power of clever-yet-pragmatic technology.
  • Work closely with our CSRs and their leaders, helping roll out your refinements and new processes, and ensuring they’re practicable and welcomed by the CSRs.

Ideally, you have:

  • Successful stints in at least two companies that grew fast, made swift decisions, and made and recovered from mistakes
  • 10+ years of recent experience responsible for Customer Service Operations, including multiple call centers
  • A penchant for metrics. If you timed your toaster for the perfect crunch, depending on the type of bread and how the bread was stored, that wouldn’t be too much
  • A proven bent for software. Please have successfully installed systems used by hundreds of people; if at least one of those was proprietary, it would be even better
  • The proven ability to optimize large and multifaceted functions
  • A real love of people and of service. Believe that companies flourish when their employees do, and customers flourish when their CSRs are respected and happy
  • Demonstrated ability to negotiate complex contracts to true win-wins
  • A high degree of comfort with budgets and ROI calculations. If you used Excel to track your toaster timings, so much the better
  • Creativity and entrepreneurial thinking. When I said, “No sacred cows”, did I mention we challenge conventions?
  • A bachelor’s degree. An MBA might be even better

What you’ll get from us:

Most 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 in Boston’s financial district, 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
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • ElasticSearchDatabases
    • PeriscopeAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM

Location

101 Arch Street, Boston, MA 02110

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
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
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

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

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