ezCater

Lead the strategic development and implementation of automated customer service platforms leveraging AI/ML, and drive cross-functional initiatives to improve business outcomes. | Requires 8+ years in product management, experience with customer service systems, Salesforce integration, and strong analytical skills, which are not within your current skill set or experience. | Job Description: • Define the Future of Service & Operations: Drive the 2-year vision and develop the strategic roadmap for a highly automated Customer Service and Operations Platform. This vision must leverage AI/ML to deliver superior outcomes for customers while significantly reducing Cost-to-Serve. • Be the Automation Driver: Lead the discovery and implementation of end-to-end process improvements and automation opportunities across customer support and internal operations. Your primary goal is to contain, resolve, or automate the highest volume issues, freeing up human agents for complex, high-value interactions. • Drive AI Adoption and Change Management: Identify high-impact use cases for generative and predictive AI (e.g., agent assistance, self-service, proactive issue resolution). You will be responsible for the change management strategy, ensuring new tools and processes are successfully adopted by the Operations and Customer Service agents. • Establish First Principles Thinking: Approach complex organizational and technical challenges by defaulting to first principles thinking, constantly questioning the why and how to ensure we are building the minimal, most effective solution instead of digitizing existing, inefficient processes. • Articulate Vision & Strategy: Use data analysis, business modeling, and excellent communication to tell a compelling story, gain executive buy-in, and articulate the vision and roadmap across all levels of the organization (Product, Engineering, Operations, and Sales). • Lead Strategic Initiatives: Lead cross-functional initiatives across Design, Research, Engineering, Data Analysis, and other Product teams to define, prioritize, and build foundational platform capabilities that enable rapid iteration and innovation (e.g., API services, internal tooling). • Define Success by Business Impact: Create and monitor a clear set of metrics focused on business outcomes (e.g., Cost-to-Serve, Customer Effort Score, Automation Rate, Containment Rate), not just feature delivery. • Travel to Boston quarterly for planning and business reviews. • Have fun building impactful software with awesome people. Requirements: • 8+ years of product management experience, ideally with marketplace and customer service experience. • Experience designing and implementing new customer service systems. • A proven track record of integrating systems with the Salesforce platform. • Proven experience innovating on behalf of customers. You're not just about maintaining the status quo - you strive to understand what customers truly need and find creative solutions. • Deep analytic ability, comfort working with and manipulating data, building hypotheses to inform innovative solutions. • Strong teamwork and collaboration skills; you’re happy spending much of your day collaborating with team members in different functional areas. Benefits: • Market competitive salary • Stock options that you’ll help make worth a lot • 12 paid holidays • Flexible PTO • 401K with ezCater match • Health/dental/FSA • Long-term disability insurance • Mental health and family planning resources • Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office • A tremendous amount of responsibility and autonomy • Wicked awesome co-workers • Relish (and many more goodies) when you’re in our office • Knowing that you helped transform the food for work space.

Partner with sales and product teams to customize solutions, understand platform capabilities, and develop partnerships. | Bachelor's degree or 10+ years of relevant experience, 5+ years of hands-on technology and relationship management, strong communication skills, operational understanding of integrations. | 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. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. As a Solutions Architect on the SaaS Operations team you will work directly with ezCater enterprise prospects and customers to customize and design technical solutions that meet their specific food for work needs. You will work directly with the Enterprise Sales team to support early stage sales calls to help translate our technical capabilities to the needs of enterprise prospects. You will work directly with the Product and Technology teams to understand our current product capabilities and to inform product roadmaps based on customer needs. You will support the ezCater Sales and Solutions teams with early conversations with prospective technology partners to understand technology and integration possibilities. Additionally, you will work alongside the Product teams to understand the strengths and potential areas of improvement in the platform. What You'll Do: • Partner with our Sales Team to customize ezCater technical solutions to support the specific needs of Enterprise customers and prospects. • Identify prospect pain points and design solutions with the ezCater platforms to solve for their needs. • Understand the capabilities of the current technology platform and integration capabilities and translate those into customer solutions. • Work with the Product Teams to identify opportunities to improve our platform and help define product roadmaps. • Partner with Marketing to ensure that we have materials to communicate our technical capabilities. • Work with and support the Product and Sales Teams to identify and develop commercial relationships with new technology and integration partners. • Be knowledgeable and Identify industry trending technology partners and build partnerships where appropriate. • Travel to partner on-site meetings and trade shows as needed. What You Have: • Bachelor’s Degree in IT, Business, Management, or 10+ years relative field of study. • 5+ years of experience with hands-on technology and relationship management. • Ability to resolve issues under pressure. • Ability to understand how technology relates to business needs/ objectives. • Proven work experience with technology solutions and integrations. • Exceptional communication skills and the ability to consult directly with current or potential customers and vendor partners. • Ability to build strong relationships with a variety of stakeholders including IT, Marketing, Operations, Product and Sales Teams. • Extensive curiosity and creativity to help solve complex operational challenges. • Strong technical knowledge and the ability to consult with both vendors and customers on their technical and operational needs. • Operational understanding of technical integrations and the ability to design outside the box solutions based on partner technical constraints. The national cash compensation range for this role is $138,000 - $186,000 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). 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 experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony. Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, Relish (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space. 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. Following a conditional offer of employment, ezCater may require a background check. For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.

Build and maintain scalable, fault-tolerant distributed systems and APIs, collaborating with cross-functional teams to improve performance and customer experience. | 5+ years of software development experience, full-stack expertise, deep knowledge of SQL/relational databases, experience designing APIs, and familiarity with large-scale systems. | Job Description: • Bring your knowledge of distributed systems to build highly-scalable, fault-tolerant systems in a hybrid monolithic/microservices architecture. • Partner with our data technology organization to enable detailed insight into our menus, unlocking future roadmap opportunities across the org. • Work cross-functionally with product managers and business stakeholders to understand the complex processes that drive order fulfillment. • Make an impact working on projects that will drive growth, profitability, and customer satisfaction across ezCater. • Improve performance at every chance you get (we believe speed itself is a feature). • Partner with fulfillment and customer care teams to improve the experience for customers, catering partners, delivery drivers, and customer support agents. • Have fun building meaningful software with awesome people. Requirements: • Fullstack experience on a product engineering team, ideally in Go or Ruby on Rails. • 5+ years of professional software development experience. • Deep knowledge of SQL / relational databases. Postgres? Even better. • Exposure to GraphQL and Kafka is an asset, but not a requirement. • Experience designing and building large-scale systems. • Extensive experience designing APIs and an understanding of API-first development. • Desire to work on a backend-heavy platform team. • An appetite for learning, experimentation, relentless curiosity and an ability to leverage what you learn to make our products better. • A friendly, flexible, and pragmatic disposition. Benefits: • Market competitive salary • Stock options that you’ll help make worth a lot • 12 paid holidays • Flexible PTO • 401K with ezCater match • Health/dental/FSA • Long-term disability insurance • Mental health and family planning resources • Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both

Not applicable, as the role is not aligned with your experience. | The role demands extensive experience in data science, analytics, AI/ML, and technical tools like SQL, Python, Snowflake, and advanced experimentation platforms, which are not part of your skill set. | Job Description: • Own end-to-end site analytics and performance trends, including funnel health, conversion metrics, and behavioral analysis across all key customer and supplier journeys. • Design and execute advanced statistical models and analyses to deeply understand user behavior, identify key drivers of growth, and forecast business metrics. • Oversee and interpret A/B/n test results from experimentation platforms (like Eppo), providing definitive, statistically sound guidance on design, content, and feature decisions. • Establish and maintain the data governance framework for web analytics and behavioral data, ensuring high fidelity, integrity, and compliance across all instrumentation (GA, FullStory, Amplitude, etc.). • Lead executive-level metric and trend reviews, translating complex data science and analytical findings into clear, actionable business strategies for the broader Product & Technology leadership team. • Influence the technical roadmap for data tooling, including the selection and configuration of all web analytics, session replay, and experimentation systems to maximize team efficiency and insight generation. • Lead and develop a team of Analysts and Data Scientists, setting the strategic roadmap for data insights, model deployment, and experimentation practices across the organization. • Drive the integration of AI/ML to enhance site personalization, predictive customer segmentation, and automated anomaly detection, moving beyond descriptive reporting to prescriptive action. Requirements: • 10+ years of progressive experience in digital product, web analytics, or data science leadership for a B2B/B2C technology, e-commerce, or marketplace company. • Proven experience leading, mentoring, and scaling a team that includes both product analysts and data scientists. • Deep expertise in applying AI/ML techniques to solve business problems such as personalization, predictive modeling, and demand forecasting. • Expert-level familiarity with the modern data stack: SQL, Python/R, cloud data warehouses (Snowflake), and advanced product experimentation tools (Eppo, Optimizely, LaunchDarkly). • Mastery of core analytics platforms: Google Analytics (GA4), Amplitude, Adobe Analytics, DataDog, and qualitative tools (FullStory, Hotjar). • Exceptional critical thinking, with a deep understanding of advanced funnel analysis, causal inference, A/B testing methodologies, and behavioral diagnostics. • Demonstrated ability to influence product and business strategy by communicating complex technical findings and data science concepts clearly to executives and cross-functional partners. • Experience in defining site experience KPIs, event instrumentation requirements, and running high-impact Conversion Rate Optimization or web experiment roadmaps. • A strong strategic bias toward action, using data not just to report on performance but to proactively connect insights to future business outcomes. Benefits: • Market competitive salary • Stock options that you’ll help make worth a lot • 12 paid holidays • Flexible PTO • 401K with ezCater match • Health/dental/FSA • Long-term disability insurance • Mental health and family planning resources • Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office