Program Manager, ezCater
Voice of Customer
$102-135k
+ Stock options
More information about location
Online marketplace for business catering
Job no longer available
Online marketplace for business catering
501-1000 employees
Job no longer available
$102-135k
+ Stock options
More information about location
501-1000 employees
Company mission
To provide businesses with access to high-quality and fast corporate catering, 24/7.
Role
Who you are
- 4-5+ years in cross-functional customer experience, VoC Program management
- Strong analytical skills (leveraging automation/AI/ML) with the ability to interpret complex data and translate it into actionable insights. Sigma and Tableau experience a plus!
- Exceptional skill and capabilities in wide scale program and project management
- Passion for improving the customer experience, curious, highly motivated, and effective within distributed teams
- Skills in complex problem solving, critical thinking and decision making
- Comfort and experience holding teams and self accountable to program deliverables, preferably using agile methodology
- Obsession for customers and partners with experience designing and implementing experience KPIs and other measures
- Robust customer experience survey design and analysis experience
- High comfort level with data - able to find trends and use data to drive progress and innovation
- Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels
- People leadership and development skills and experience
- Proven experience thriving in ambiguity & change
What the job involves
- We are seeking a highly motivated and experienced Voice of Customer (VoC) Program Manager to lead our efforts in gathering and leveraging customer insights to drive business improvements and enhance the customer experience
- This position supports the Senior Manager, Strategy & Program Management and will work closely with our Customer Service, Operations, Customer Insights, Sales, and UX Research teams to ensure that we have an optimal experience for customers, partners, and caterers
- Develop and implement a comprehensive VoC strategic program that aligns with the company's goals and objectives, establishing and monitoring key performance indicators (KPIs) to measure the effectiveness of the VoC program
- Design and implement methods for collecting and aggregating customer feedback as it relates to satisfaction and loyalty through various channels (e.g., surveys, reviews, social media, customer service interactions) and across the customer lifecycle
- Analyze customer feedback data (leveraging automation/AI/ML and working with respective teams) to identify trends, pain points, and areas for improvement. Present findings to key stakeholders in a clear and actionable manner
- Partner with research and operations teams to understand customer journey and pain points, and drive strategic improvements in the customer experience
- Translate customer feedback into actionable insights for the organization and work with cross-functional teams to identify root causes, prioritize, and drive improvements in products, services, and processes
- Influence, support, and monitor cross-functional initiatives aimed at improving largest customer pain points and provide visibility into status and performance across the organization
- Understand the drivers of program KPIs, deliver reporting to teams on the drivers they can directly control, and work with cross-functional partners to build accountability for teams/individuals
- Act as a champion for the customer within the organization, ensuring that customer needs and preferences are at the forefront of business decisions
Our take
ezCater is an online marketplace app that provides catering options for businesses, working with food providers who enter their menus onto the app for customers to browse. ezCater sends each store its orders and handles customer service while the food providers fulfil the orders.
ezCater profits by charging a small commission on all orders that restaurants fulfil. The company counts JLL, RingCentral and the San Francisco 49ers among its customers. It previously fuelled expansion through acquisitions such as online catering platform GoCater in 2018 and MonkeySoft Solutions in 2019.
ezCater has enjoyed strong growth so far, in part by focusing on meal deliveries to a growing hybrid workforce as an employee benefit. It has been eyeing an IPO for some time, though these plans are yet to come to fruition. In the meantime, it has continued to develop its technology and unveiled a new supplier diversity program to uplift small businesses owned by underrepresented groups.
Steph
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2021
$100m
SERIES D
Apr 2019
$150m
SERIES D
Total funding: $433.9m
Company benefits
- Unlimited Vacation
- Stock Options
- Medical & Dental Insurance
- Subsidized MBTA Passes
- 401k Match
- Stocked Kitchen
- Company Outings
- Parental Leave
- Cupcakes
Company HQ
Financial District, Boston, MA
Leadership
Stefania Mallett
(Co-Founder & Director)Former CEO of the company. Studied at MIT before spending 20 years in leadership positions at firms including IntraNet, Taskmail, More than Words, and InSite Marketing Technology.
Salary benchmarks
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