Engineering Manager, Fulfillment Experience (Remote)

If you are passionate about building and growing high-performing teams, while remaining committed to your technical craft, this may be the position for you. With prior management experience, you thrive on inspiring and leading others. You gauge your own success on the success (or failure) of your team, not your own accomplishments. As a manager, you operate with scale and speed, guiding the way for your team.

Creating a delightful customer experience from order creation to delivery is a key part of ezcater’s mission. As an Engineering Manager of ezCater’s Fulfillment Experience squad, you will focus on leading the team that is transforming our customer experience. This will include building a first-class, modern Customer Service tech stack that pairs ezCater’s existing software solutions with AI-enabled tooling. Your immediate scope of responsibility includes overseeing our Fulfillment Experience team and working with Product, Customer Service, and Operations on creating scalable solutions that will meet the needs of our Customer Service teams and ezCater’s customers. You’ll report to the Senior Engineering Manager within the ezCater Product Engineering organization.

What You'll Do:

• Take a lead role in developing the technical roadmap driving the transformation of our customer service tech stack, in collaboration with stakeholders across the organization.
• Build, lead, and mentor exceptional teams of software engineers, leading conversations, and cultivating execution and decision-making; all while delighting our customers and propelling our team of engineers to execute on projects.
• Drive the execution of our vision by translating business requirements into technical solutions. Ensuring our products are robust and adhere to the engineering standards while meeting our goals.
• Leverage your technical expertise and communication skills to collaborate with product managers and other engineering teams in the organization to influence our systems and roadmaps.
• Operate with scale and speed determining the ideal development lifecycle and approach for new and existing solutions.
• Build a healthy, supportive and inclusive work environment across the entire team, while having an unrelenting focus on maturing the practice of giving and receiving feedback.
• Educate the team on the meaning of each goal and objective, and ensure each can be measured. When appropriate, re-negotiate success metrics with stakeholders as information emerges to ensure teams are set up for success.
• Have fun building meaningful software with awesome people.

What You Have:

• A passion for building and growing high-performing teams, prior management experience, and a desire to be an impactful leader.
  
• Proficiency in documenting processes and monitoring the performance metrics for our applications and systems.
  
• Experience integrating with common customer service software and tools, including but not limited to Salesforce Service Cloud, Zendesk, HubSpot, and others. Exposure to contact center tooling like Twilio and Amazon Connect is a plus.
  
• Full-stack web development experience. Ideally, from a B2B/SaaS setting for a focus on enterprise-level scaling. Working knowledge of modern server-side and client-side frameworks. Ruby, Rails, and React would be a huge plus.
  
• Knowledge of the AI ecosystem and experience introducing AI tools into enterprise-facing products in a thoughtful way is a huge plus.
  
• Flexible growth mindset, you’re willing to do what it takes to adapt your team and power them for success.
  
• Goal orientation and a record of success leading leaders and engineers.
  
• A desire to collaborate with strong engineers and engineering leaders to continually improve a mature engineering team. A sharp mind, a soft heart, and a large funny bone.
  

The national cash compensation range for this role is $190,000 - $230,000 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!