Customer Fulfillment Experience Manager

Summary

Join ezCater as the Manager of Customer Fulfillment Experience and play a crucial role in evaluating, shaping, and transforming the customer order fulfillment journey. You will spearhead initiatives to streamline communication with customers, leverage automation to resolve issues, and enhance tooling for seamless order tracking. Responsibilities include cross-functional collaboration to identify and prioritize improvement opportunities, building customer journey maps, telling customer impact stories with data, maintaining a strategic roadmap, leading execution of improvement initiatives, and ensuring effective change management. The ideal candidate possesses 3-5 years of experience in a customer-centric role, experience leading others, a proven track record of data interpretation, and excellent cross-functional collaboration skills. ezCater offers a competitive salary, stock options, paid time off, 401k matching, health/dental/FSA benefits, long-term disability insurance, and flexible remote/hybrid work options.

Requirements

• 3-5 years of experience in an operations, product, or in e-commerce role that is customer-centric. Experience leading others is a plus
• More than one year of experience working in close collaboration with product and/or engineering to bring a feature or product to the finish line
• Proven track record of interpreting data to identify trends, optimize processes, and inform product decisions
• Track record of innovative problem solving and finding creative solutions by questioning the status quo
• Comfort painting and driving forward the big picture while digging into the details to validate hypotheses, pivot as needed, and evaluate progress
• A deep passion for and interest in continuously improving user experience by knitting operations and technology together
• Excellent cross functional collaboration skills, particularly adept at influencing and driving outcomes across internal teams
• Ability to distill stories and data into clear problem statements, with well-defined requirements for solutioning
• Comfort operating in ambiguity with an “own it and figure it out” mentality
• Exceptional written and interpersonal skills - you build trust through communication
• Intellectual curiosity, powered by a customer-first mentality, strong business acumen and an analytical mindset

Responsibilities

• Collaborate with internal cross-functional teams to comprehensively analyze and assess the current customer experience and how we progressively communicate and display order information, for consistency, clarity, and areas ripe for optimization
• Build detailed customer journey maps for diverse order scenarios and user profiles, unpacking how our operational processes and customer support flows ultimately influence the experience. Evolve these journeys (and the realized experience) as customer expectations and needs shift, and as technology evolves for efficiency and scale
• Tell customer impact stories with data, leveraging both explicit channels of feedback and behavioral/business metrics that reflect friction points. This includes extracting meaningful insights from large datasets to inform the right path forward
• Maintain a strategic roadmap of improvement opportunities, prioritizing them based on their potential impact. This involves scoping projects and solutions, constructing compelling business cases that articulate the anticipated ROI for each opportunity, and supporting product requirement documentation to ensure clarity and alignment throughout the development process
• Lead the execution and go to market of improvement initiatives and the implementation of new solutions, ensuring effective change management planning across teams, as required

Benefits

• Market salary
• Stock options
• 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!)
• Sane working hours and great flexibility around work/life balance