ezCater is the world’s largest online marketplace for catering – a $60+ billion market just in the U.S. Businesspeople use us to find and order great food for meetings and events; restaurants and caterers use us to grow their catering business. We’re backed by Insight Partners, Iconiq Capital, Wellington, Lightspeed, and GIC, and in early 2019 were valued at $1.25 billion. COVID slammed us, but we responded by finding new customer segments and seizing the rare opportunity COVID offered: when in life does a very successful operation get a do-over? Come help us power Food For Work even better than we did it the first time.
ezCater is extraordinarily valued by our customers (Seriously check out https://www.trustpilot.com/review/www.ezcater.com). Why do they love us so? A huge reason is that we deliver real, unbelievably useful customer support. In fact, customer service is an integral product offering at ezCater. Think Zappos quality levels of service, but our support team can actually make things happen in real time! Somebody dropped a tray of lasagna? We’re on it, saving the day, and once we’ve done that you’ll never use anybody else.
We’re looking for a strong Senior Product Manager to own our internal customer support platform - also known as Liberty. You’ll be highly visible to our senior leadership (while closely collaborating with them), given how critical Liberty is to our core business operations. This is a real software platform, built on React and Twilio Flex. In this role, you will be a key partner to our Customer Support organization and will work closely with them on how technology & process can work together.
You will partner with Design and Research to make sure that we have a seamless rollout to our agents. You will be at home working with analytics to truly understand internal processes and flows so they can understand how to find efficiencies and how to target the right areas for improvements. If you’re looking for a Product role that allows you to be a critical part of scaling a billion dollar organization by helping your fellow employees - work smarter, not harder - to solve problems quicker and more effectively, this is the role for you.
Sound exciting? Let's talk!
What you’ll do:
-Lead product initiatives across a cross-functional team including Design, Research, Engineering, Data Analysis, Operations, and other Product Managers in a fast-paced, agile environment.
-Partner with business leaders at ezCater to discover new opportunities for investment and manage operationalization of the tools your team builds.
-Manage application development from conception through design, build, release, and iteration.
-Create and monitor the ongoing metrics that measure and define success
-Assist in prioritizing enhancements and bug fixes, while identifying thematic issues that can be solved with technology improvements.
-Have fun building meaningful software with awesome people.
You have:
-5+ years of software product management experience. Familiarity with modern customer support delightful, but not required.
-Strong understanding of software development practices and lifecycle and the ability to get in the weeds to understand technical tradeoffs.
-Strong teamwork and collaboration skills; you’re happy spending much of the day away from your desk connecting with team members in different functional areas.
-A proven track-record when it comes to stakeholder management; you feel confident partnering with demanding internal groups and effectively managing expectations.
-Exceptional problem solving, analytical, and decision making skills. You’re able to interpret data and trends, diagnose problems, and formulate effective action plans to resolve issues.
-A flexible mindset that is open to change and new information. You’re first to understand when team behaviors and work methods need to adapt to new information.
-Goal orientation and demonstrated record of success in previous endeavors. You’re motivated to deliver exceptional results, driven by a strong work ethic.
-A sharp mind, a soft heart and a large funny bone.
What you’ll get from us:
You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great 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 you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, a great office in the heart of Boston or Denver that you can’t use till COVID lightens up, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) once we get back to our offices, 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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