Program Manager, CRM (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.

The ezCater Strategy & Program Management team plays a critical role in creating fans through memorable positive experiences for our customers, caterers and delivery drivers. This position supports the Sr. Strategy & PgMO Manager, with dotted line reporting into the Director, Technology during the Salesforce implementation to ensure that we have an optimal experience for customers, partners, and our people.  

What You'll Do: 

• Have full ownership of a program(s) from the scoping/creation through implementation, for Customer Relationship Management 
• Accountable for driving the success of the customer (incl. Catering Partners) ecosystem as measured by the program KPIs
• To start, the primary focus will be on CRM implementation, providing the connective tissue between Salesforce Sales and Salesforce Service initiatives to ensure the end to end customer experience is well thought out and coordinated at every touchpoint
• During implementation, scope may expand as we identify needs for connectivity with Marketing and customer data
• Post implementation, the Program Manager would transition to other customer ecosystem programs needed to improve customer experience, system health, and/or internal processes. 
• Lead the coordination of design, roadmaps, dependencies, risks, and decisions related to:  
  
  • End to end customer experience (incl. Catering Partners)
  • Internal processes
  • System health
• Understand and influence the CRM implementation impact to the end to end customer experience and internal systems and processes
• Be the main point of contact for Salesforce Implementation Partner & other vendors, coordinating touch points across the program
• Ensure enterprise connection between how customer data flows and creates customer experiences across our sales and customer service touch points
• Work closely with cross-functional teams to drive the collection and deployment of requirements, ensuring alignment with company objectives.
• Define, prioritize and plan the resources and technical requirements needed for programs to be delivered on time.
• Coordinate and deliver clear, precise, and regular communication with all stakeholders. This includes ongoing project/program status reports as well as capturing requirements.
• Monitor project execution and ensure that the project delivery is to the appropriate levels of quality and in line with its target date, ensuring the overall integrity within the program.
• Consolidate, communicate and ensure resolution of all issues. Manage updates, maintain regular engagement with key stakeholders and sponsors at executive level.
• Collaborate and link synergies across several critical functions (service, sales, marketing, data, supply, product, technology).
• Provide thought leadership to continue to challenge the status quo and bring the ezCater customer experience to best in class.
• Implement best in class support practices that help scale the organization while driving exceptional customer experiences.
• Identify opportunities and recommend solutions for improving process and system efficiency and effectiveness

What You Have: 

• Successful candidates will be excellent communicators, curious, highly motivated and effective within distributed teams. 
  
• Skilled in complex problem solving, critical thinking and decision making.
  
• 5+ years of experience managing highly complex and cross functional programs
  
• Large-scale (500+ users) cross-functional CRM implementation program management experience, preferably including Salesforce
  
• Experience working with third party partners for CRM implementation 
  
• Exceptional skill and capabilities in wide scale program and project management.
  
• High comfort level with data - able to find trends, identify risk and use data to drive progress and understand value
  
• Comfort and experience holding teams and self accountable to program deliverables, preferably using agile methodology
  
• Proven experience thriving in ambiguity & change
  
• Understand interdependencies between technology, data, operations and business needs
  
• Demonstrate a CRM acumen to support how solutions will address company goals and the customer experience
  

The national cash compensation range for this role is $102,000 - $135,000*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!

ezCater does not sponsor applicants for work visas or legal permanent residence.

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, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of 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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