Customer Care Program Manager, Sharebite
$70-80k
+ Equity
Meal benefits platform
Be an early applicant
Meal benefits platform
21-100 employees
Be an early applicant
$70-80k
+ Equity
21-100 employees
Company mission
To feed every worker in America.
Role
Who you are
- 3+ years of experience in customer support operations, program or project management, or process improvement roles
- Ability to embed within operations, quickly learn frontline tools and processes, and extract insights
- Excellent project management skills and the ability to coordinate across multiple stakeholders and timelines
- Comfort working with data to tell a story and drive outcomes; familiarity with spreadsheets, dashboards, or BI tools
- Strong communication, organization, and problem-solving skills
- A collaborative mindset, with a willingness to jump in and understand the details before recommending changes
What the job involves
- The Customer Care Program Manager will play an instrumental role in driving strategic growth and operational excellence across all product categories on the Care Team
- This role will work closely with Care teams across verticals, Passport, Individual Orders, Catering, and Group Orders, to deeply understand day-to-day challenges and develop meaningful, scalable solutions
- A critical part of this role is its live operations component, we expect the Program Manager to become a domain expert across each order category
- This includes spending extensive time learning the systems, processes, and customer touchpoints from the perspective of our Care Representatives
- This hands-on operational immersion is essential for identifying root problems, building trust with stakeholders, and influencing product, process, and tool development across Sharebite
- Live Operations Immersion: Spend significant time embedded with each vertical (Passport, Group Orders, Catering, Individual Orders) to understand operations from a Care Rep’s perspective. Become a domain expert across product categories to ensure solutions are grounded in real experience and operational nuance. Use this experience to guide prioritization of projects, identify bottlenecks, and build credibility across cross-functional partners
- Project Execution: You’ll handle the daily tasks and deliverables required to complete projects alongside the Project Manager. You’ll be responsible for keeping initiatives on track to be completed by their target deadlines, and coordinating with stakeholders to maintain alignment and timeliness
- Project Initiation: You’ll work directly with the Customer Care Representatives to understand and identify issues and areas of improvement. You’ll subsequently initiate the solutions with relevant teams and foster consistent organization and communication across stakeholders
- Data Analysis: You’ll maintain consistent reporting on necessary data points and distribute to key stakeholders, with whom you’ll coordinate on any actions that need to be taken as identified by the data sets
- Third-Party Systems Management: Within our team’s products, you’ll coordinate with the Project Manager to oversee the lifecycle of new systems as they go through implementation, training, launches, and consistent maintenance
- Team Coordination and Collaboration: You’ll meet regularly with the different vertical team leads to understand the needs and areas for growth, and work directly with them to implement solutions
- Contractor Team Management: This includes working with the admin team to regularly meet on new hiring needs, execute regular QA for existing members, create, update and distribute training materials, hold check ins with the offshore team leads, and identify areas of need where we can continue to grow the offshore team (both by creating new tasks for current offshore members, and by expanding the offshore efforts into other departments)
Our take
The modern workplace landscape has undergone a profound transformation. Whether situated within traditional office spaces or working remotely from home, today's teams exhibit an unprecedented level of diversity and dispersion. Amidst this evolving backdrop, Sharebit emerges as a pivotal player in the expansive food delivery sector, striving to foster a heightened sense of connection through its innovative approach to corporate catering.
The platform streamlines the administrative aspects for companies, paving the way for a frictionless experience. This is facilitated by an efficient no-contact ordering system, which has witnessed a remarkable 400% surge in contractual business. This surge can be attributed to companies readjusting to an in-office workforce after the pandemic-induced remote work phase.
Sharebite's triumphs extend to noteworthy partnerships, including prestigious entities like Credit Suisse and Neuberger Berman. Bolstered by funding too, the company is poised for ambitious expansion plans across major metropolitan markets in the US. And its paying off, as the company was named the 35th fastest-growing company in NA on Deloitte's 2024 Technology Fast 500™. After a year of great success and continued momentum, it will be exciting to see what the company does next.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Feb 2024
$13.6m
LATE VC
Jun 2022
$39m
SERIES B
Total funding: $80.7m
Company HQ
Civic Center, New York, NY
Leadership
Dilip Rao
(Co-Founder & CEO)Graduated from Columbia Business School with a Master's Degree in Business Administration. Previously worked as an Analyst at Goldman Sachs and Credit Suisse.
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