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ezCater is the #1 food tech platform for workplaces in the US, enabling organizations to manage food needs and order from over 125,000 restaurants nationwide. The Operations org manages millions of orders annually and billions in GMV across corporate customers, restaurant partners, and delivery providers.
Reporting to the Chief Operations Officer, you will own strategic initiatives, operating rhythms, and organizational connective tissue for the Operations function. You are a strategic partner to the COO and ops leadership, shaping team direction and operational execution.
Key responsibilities include:
**Strategic Initiatives**: Drive high-priority programs from ambiguity to measurable impact, including launching a new operations tech stack, complex cross-functional initiatives tied to company KRs, weather playbooks, partner launches, and high-value customer onboarding.
**Feedback Engine**: Build systems to capture, categorize, and prioritize 200,000+ monthly customer and partner contacts into structured signals that drive change across operations and into product.
**Business Operations Rhythms**: Design and run staff meetings, business reviews, planning cycles, and goal-setting sessions that keep leadership aligned and ensure decisions translate to outcomes.
**Process Improvement**: Map current workflows, identify inefficiencies and duplication, and partner with team leaders to redesign and implement better ways of working. Establish documentation standards.
**Change Management**: Lead rollout of operational initiatives, ensuring adoption of new processes, tools, and ways of working. Own internal communication and documentation standards.
**Build from Zero**: Stand up new functions that don't exist yet, write playbooks, prove models, and hand off to permanent owners once operational.
**AI Leadership**: Partner with functional areas to identify where AI and automation can transform operations, customer/partner interactions, and decision-making. Evaluate tools, build business cases, and drive adoption.
Required qualifications: 10+ years in operations strategy, business operations, or consulting, with at least 3 years leading teams or programs at fast-moving tech companies. Proven track record building new functions, processes, or teams from scratch. Ability to manage multiple complex projects simultaneously and drive accountability across teams without direct reports. Strong perspective on AI and automation with current knowledge and healthy skepticism. Comfortable with data for problem definition, measurement, and assumption-testing. Skilled at influencing senior leaders, building trust, and driving decisions across organizational boundaries. Excellent written and verbal communication.
