ezCater, Inc

Compensation

Full Description

The Director of Customer Care Operations will lead ezCater's in-house customer support organization, including Frontline, Escalations/Retention, Enterprise & Specialty Services teams. They will be responsible for day-to-day customer support execution, ensuring the team delivers a best-in-class customer experience and efficiency. They are accountable for overall performance against SLAs and key operational metrics; working closely with BPO Governance and WFM leads to ensure optimal staffing and performance across all teams. The Director reports directly to the VP, Customer Care. What You'll Do: • Manage and optimize day-to-day operations for frontline and enterprise/specialty services; across voice, chat, email, and digital self-service channels. • Own execution against key operational KPIs, including CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TTR (Time to Resolution), backlog/aging, and cost per contact. • Work closely with Workforce Management and BPO leads on scheduling, forecasting, and staffing to ensure optimal coverage and service level achievement. • Partner with QA and training to roll-out programs, calibrate scoring, provide feedback, and drive continuous improvement in agent performance. • Deploy scalable Enterprise Support/Specialty Services model to provide differentiated, and high-value experiences for strategic and key accounts. • Drive continuous improvement, coordinating with cross-functional teams on escalations, root-cause analysis, and implementing preventions (policy, process, tooling, training). • Lead, mentor, and develop a high-performing and engaged operations team, fostering a data-driven, customer-obsessed culture. • Provide weekly/monthly reporting and business reviews to Operations leadership, highlighting CS health, performance, initiatives, risks, and resource needs. • Participate in change-management and tool implementations (e.g., CCaaS, CRM, chatbot/AI rollout), working closely with the VP, Technology and Project teams. • Build and nurture high-trust partnerships with colleagues across the business that enable close collaboration in service of company-level goals. What You Have: • 12+ years of progressive experience in customer support and operations, with 5+ managing teams (50+ FTEs). • Marketplace or consumer services experience; surge/seasonality and global coverage. • Proven results improving CSAT/NPS, FCR, TTR/AHT, ASA, and cost-to-serve at scale. • Change management experience, operationalized processes, and a relentless focus on measurement and continuous improvement. • Strong grasp of workforce planning, knowledge management, training and QA. • Strong working knowledge of industry-standard tooling; CRM, CCaaS/IVR, WFM/QA. • Strong leadership, communication, and change-management skills. The national cash compensation range for this role is $180,000-$250,000* • 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!