ezCater · 19 hours ago

Sr. Manager, Integrations & Technical Support (Remote)

United States

Full-time

Remote

Mid, Senior Level

$142K/yr - $199K/yr

4+ years exp

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CateringFood and Beverage

Growth Opportunities

No H1B

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Responsibilities

Build & Lead: Build and manage a team focused on implementing new integrations and providing technical support to enterprise partners on both sides of our marketplace. Lead the team as they develop new processes and capabilities to meet the evolving needs of our partners. You’ll collaborate with Partnership Management, Project Management and Technology to build the processes required to configure and support API integrations including clearly defining roles and responsibilities and creating SOP’s built to scale.

Technical Guidance: You’ll provide technical support for our partner support team, customers and supply partners to ensure collectively, we are meeting implementation milestones and company goals.

Strategic Consultation: You’ll provide consultation and best practices to third party partners, customers and supply partners looking to integrate with ezCater.

Organize & Prioritize: You’ll be expected to maintain up-to-date, detailed tracking of tasks, prioritizing those that have the greatest impact to our team goals and monitoring for timely execution.

Collaborate: You’ll work closely with our Project Management, Product, Engineering, Sales, Operations, Customer Service, Marketing, and Analytics teams to help move our shared goals forward.

Manage Partnerships: Work with our technical partners and our Partnership Management team to expand our integration capabilities and commercial relationships.

Communicate Effectively: You have experience thoughtfully explaining unique concepts to diverse audiences, and know how to break down complex topics for any stakeholder.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Management ExperienceAPI IntegrationsExcel ProficiencyTier 2-3 SupportMonday.comJiraZendeskKPI EstablishmentProcess CreationTraining TeamTechnical WritingCustomer ExperienceCross-functional Collaboration

Required

Management Experience: You have experience managing a technical support team, providing mentorship and a positive team culture where everyone understands their role within the larger picture.

Tech-knowledgeable: You have 4-5 years experience implementing API Integrations, technical writing and/or providing tier 2-3 support for technical issues. You’re also competent in using and configuring workflows in support and project management software including Monday.com, Jira and Zendesk.

Strategic Thinker: You’ve established and rolled out team KPI’s, while keeping your eye on the greater company-wide goals. You are an Excel pro with at least 1 year experience and proficiency in organizing & interpreting data sets with multiple factors and inputs (including how to set up v-lookups and pivot tables).

A Natural Relationship Builder: You make connections and keep them. You are deft at 'managing across.' You have experience working with Project Management, Product, Engineering, Marketing, Sales and Customer Service teams. Your superpower is building a positive, cohesive, cross-functional team focused on execution and project success.

Insanely Autonomous: You love setting audacious goals and are fully comfortable directing your own way to get there. You commit to a schedule and stick to it.

Agile & Flexible: You manage risk but aren’t afraid to iterate. You ideally are familiar with high growth operations & problem solving in fast-paced tech spaces. You have an excellent track record providing a positive customer experience, as well as a keen eye for anticipating bottlenecks & roadblocks.

A circus-level juggler: You’re comfortable with a high-volume list of varied tasks and know how to prioritize them.

A creative problem solver: After developing a deep understanding of our products and our partners, you’ll help identify risks & uncover opportunities that will help us soar.

Process Creation: You’re comfortable with building processes, creating SOP’s and training a team to troubleshoot technical issues.