ezCater is the world’s largest online marketplace for catering – a $60+ billion market just in the U.S. Businesspeople use us to find and order great food for meetings and events; restaurants and caterers use us to grow their catering business. We’re backed by world-class investors including Insight Partners, Iconiq Capital, and others, and in early 2019 were valued at $1.25 billion. COVID slammed us, but we responded by finding new customer segments and seizing the rare opportunity COVID offered: when in life does a very successful operation get a do-over? Come help us power Food For Work even better than we did it the first time.

At ezCater Customer Service, data is at the root of every decision we make, and is becoming a critical part of our customer service and operations experience. Understanding where our customers need help and how we can best serve them while helping them navigate these unprecedented times to safely feed their workforce is core to our food@work mission. As a fast-growth business with a deep appreciation for what it takes to build for the long term, we prize efficient growth - this position will be at the core of our next leap forward in this space. 

Impact:

• Provide recommendations and insights to increase customer reliability, reduce friction and decrease customer service cost.
• Assess service analytics needs across all the internal and outsource teams and define/build necessary capabilities . 
• Provide data that is used for day-to-day, as well as, strategic decision making on a scheduled and ad hoc basis. 
• Provide the proper measures and analysis for evaluating Customer Service business goals and objectives. Interface with stakeholders, service partners, outside vendors, and the data technology departments to ensure timely, compliant access to accurate information, and optimization of service intelligence processes and systems.

What You'll Do:

• Partner with customer service stakeholders to develop and refine analytics and insights generation to meet the evolving needs of the business.
• Collaborate with Partner Success, Workforce Management, Product, Finance and other key stakeholders to ensure insights gained directly from our customer service experiences can be leveraged to improve our business and experience across the company.
• Engage with planning teams to forecast service performance based on growth and business changes.
• Support customer service OKRs with key insights and analytics that drive successful outcomes and enable service teams to make timely decisions.
• Implement and deliver Customer Service analytic projects utilizing multiple data sources.
• Responsible for accurate, accessible, and actionable data available in a timely manner to support the Customer Service organization.
• Oversee quality and consistency of data, generate reports and input data to organization initiatives.
• Daily, weekly, monthly, annual and year over year reporting, trending and analysis of customer service performance statistics including but not limited to customer reviews, handle times, recontact rates, task productivity, QA, abandonment rates, contact volumes, and escalations/transfers.

What You'll Have:

• Candidate must have minimum of 5 years working experience in the following areas:
• Analytics or Service Intelligence within customer service environments.
• Relational databases including programming experience with SQL.
• Business/service intelligence tools, use of text and voice mining technologies and interactive dashboards.
• Modeling: ROI, forecast, predictive, and optimization models.
• Prior experience in customer-facing roles preferred.
• Above average application skills: Excel, PowerPoint, Project, VisioExperience with visualization tools such as Tableau, Qlik Sense, Power BI, etc.
• We believe in Own it and Figure it Out.  If you are an analyst that wants accountability for results not just reporting , ezCater is the place for you!
• BA/BS or Master's degree a bonus! Especially in the following disciplines: 
• Computer Science, Mathematics, Statistics, or Business with MIS, Analytics, Data Science

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance. 

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) once we get back to our offices, and knowing that you helped get this rocket ship to the moon.

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