Director, Delivery Strategy & Operations (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.
At ezCater, we care a lot about building solutions that are beyond helpful to our customers, caterers, and delivery providers. As our Director, Delivery Strategy & Operations, your focus will be to drive the strategies and the ongoing business operations to ensure reliable execution of deliveries by our catering partners and our third-party delivery network, ezDispatch.
Our catering partners are responsible for the majority of our deliveries. Partnering with our internal teams who engage daily with our caterers to communicate expectations and performance metrics is a key driver to consistently reliable order deliveries. Alternatively, ezDispatch deliveries are a significant value add and involve strategic partnerships with regional and national delivery providers. With a healthy network of delivery providers servicing our customers, caterers can take on increased order volume, our customers benefit from having more food options available to them, and ezCater can continue to do what we do best: offer innovative solutions.
You’ll be a strategic leader reporting to the Chief Customer Care Officer and tasked with finding and delivering (pun intended) innovative solutions to some of the most complex operational challenges we face in the industry. We’re proud of how many times the adjective ‘reliable' appears in our TrustPilot reviews and we know reliability will be the key to our success in growing our delivery network – come join our team and help us keep those great reviews coming!
What You'll Do

• Effectively negotiate. You will be working with some of the largest organizations in the field. You will be representing ezCater and supporting our rocketship growth. To do so, we need to lock down financially attractive deals with national players.
• Drive analysis and project management to make meaningful strategic decisions and advise business initiatives by understanding key levers to improve the delivery experience, as well as core ezCater economics.
• Clearly communicate and collaborate. Much of the success of the delivery team is dependent on input and support from partnering teams like Partner Success, Product & Engineering, Customer Service and more. Conversely, those teams will need to link their success with decisions and strategies within the delivery team. Strong collaboration is a must for the success of relationships and effective communication to our customers.
• Be in charge of our delivery partner network. You will grow and maintain a healthy delivery partner base of the best of the best. You’ll be innovative and creative in how you generate a reliable, competitive, and scalable service of professionals who drive customer retention and growth.
• Continuously evolve to meet customer needs. You will protect our positioning in the market through new strategic cross-functional projects or business partners. This includes high-level discussions with national fleet partners or coordinating deals to support growth for our current delivery partners, among others.
• Inspire your team to aim higher through your leadership style of employee engagement. Delivery is a difficult business and often is the root cause of our fulfillment issues and the reason for inbound contacts from our customers. Helping your team succeed by prioritizing and acting on opportunities during stressful situations will be critical to our path to success.
• Measure the impact of the strategies you execute in order to drive continuous improvement across the business.
• Set the overall strategy. You will understand industry trends and practices and create a plan to ensure catering partners, delivery partners and their drivers are setting the bar for consistent, excellent deliveries. You will listen to our employees, catering partners, drivers, and customers to learn and from these learnings provide iterative improvements to our service. You will know and understand the limitations, constraints and benefits of working with partners who deploy gig workers as their model.
• Have clear metrics which inform delivery partners of their success criteria. You will ensure catering and delivery partners are clear on what it means to be a successful ezCater partner. We never want our partners to be surprised

What You'll Have

• Strong relationship/negotiation skills - you build trust quickly and maintain it easily
• Experience leveraging cross-functional stakeholders in order to manage and execute high-impact projects
• 5-7+ years of relevant delivery/industry experience
• Strength in mapping out processes and innovating with automation and efficiency.
• Proven data analytics skills
• Executive presence and excellent verbal and written communication skills
• Problem-solving expertise (you start with root cause and tailor solutions accordingly)
• The ability to thrive in a fast-paced and ambiguous environment

The national cash compensation range for this role is $187,000 - $260,000* per 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).

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.
For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.
#BI-Remote