Catering Partner Operations Manager (Remote)

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. To learn more, visit www.ezcater.com.

As the Catering Partner Operations Manager at ezCater, you will play a pivotal role in leading a team dedicated to engaging catering partners on the ezCater platform. Your primary focus will be ensuring reliable operations and exceptional service delivery to our customers from our partners. You will be responsible for overseeing day-to-day operations, optimizing processes, and fostering strong relationships with catering partners to drive mutual success.

What You'll Do: 

• Lead and inspire a team of operations specialists to achieve operational excellence and deliver exceptional service to catering partners.
• Work closely in regards to strategy with Sr. Manager Catering Partner Operations and Delivery Partner Enablement team
• Develop and implement strategies to effectively engage catering partners on the ezCater platform, ensuring their performance, satisfaction and retention.
• Identify areas for operational improvement with our catering partners  and support the implementation of streamlined processes to enhance efficiency and reliability in our catering partners operations.
• Implement quality assurance measures to ensure our catering partners maintain high standards of service delivery and ensure adherence to operational protocols.
• Monitor key performance indicators (KPIs) to track the performance of catering partners and identify opportunities for improvement.
• Provide direct input into the existing user tools and make recommendations for process changes/improvements.
• Provide direct input on current procedures and help develop scalable solutions for the future
• Act as a point of escalation for any operational issues or challenges faced by catering partners, providing timely and effective solutions.
• Analyze statistics and compile accurate reports for both external and internal stakeholders.
• Provide training and development opportunities for team members to enhance their skills and knowledge in catering operations and customer service.
• Cultivate strong relationships with catering partners, serving as a trusted advisor for direction and advocate for their needs within the organization.
• Collaborate closely with other departments, including sales, marketing, and product development, to drive alignment and support the overall growth and success of catering partners on the EZCater platform.
• Work with Delivery Operations leadership to maintain the highest quality standards across the team, leveraging and skillfully maneuvering our various data resources.
• Create and maintain effective feedback channels for Support team members from Supervisor, Leads, and Task Specialists level.
• Assign and project manage Delivery Operation project work.
• Prepare regular reports and analysis on operational performance, trends, and insights to inform strategic decision-making and drive continuous improvement.

What You Have: 

• 5-7 years of relevant e-commerce, order fulfillment, delivery experience or similar, with 2+ years experience in operations management, preferably in the catering or food service industry.
• 1-2 years of management experience - You are passionate about talent development and empowering team members, and have proven experience building and leading teams.
• Significant knowledge and experience working in a highly matrixed, global organization.
• 2+ years experience in operations management, preferably in the catering or food service industry.
• Passionate about talent development, proven experience building and leading teams.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Demonstrated ability to analyze data, identify trends, and implement data-driven solutions.
• Solid understanding of catering operations and industry best practices.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and a passion for delivering exceptional service and driving positive outcomes for catering partners.
• 2+ years experience building and nurturing strong relationships with partners in previous roles.
• Demonstrated ability to influence behavior and drive desired outcomes among stakeholders, including partners, without direct authority.
• Experience in resolving conflicts and finding creative solutions to address competing interests.
• High level of empathy and emotional intelligence to understand the perspectives and motivations of catering partners, and effectively tailor communication and engagement strategies to build rapport and trust.

The national cash compensation range for this role is $85,000 - $120,000/year*

*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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