Job Description

At ezCater, we care deeply about building experiences that our customers, caterers, and delivery partners love to use. We're looking for a Principal Product Designer to serve as the strategic design lead across our entire Supply ecosystem: the complex, interconnected set of products and experiences that power how our catering partners operate, fulfill orders, and grow their businesses on ezCater. As Principal Product Designer, Supply, you'll operate at the intersection of design craft, product strategy, and business outcomes. You'll set the design direction for the Restaurant Partner Experience domain, influence roadmaps alongside Product, Engineering, and Data leadership, and shape how the whole ecosystem fits together. You'll elevate the work of the designers around you, build credibility with senior stakeholders, and help define what great looks like for one of ezCater's most important areas.

What You'll Do:

• Define and drive the design strategy for the Supply ecosystem: setting a coherent, user-centered vision that spans multiple product areas and connects to ezCater's broader product and business goals.
• Co-create roadmaps with Product, Engineering, and Data leadership, grounding priorities in a deep understanding of catering partner needs, operational realities, and business health metrics.
• Lead cross-domain design initiatives with company-level impact, bringing clarity to ambiguous, multi-team efforts and earning alignment from senior stakeholders.
• Set the quality bar across UX, visual design, content, and interaction by establishing direction for other designers and advocating for the evolution of our design principles and systems as the Supply space grows.
• Set design direction for your cross-functional team, running critiques and design reviews, making a clear and defensible case for decisions, and creating clarity in ambiguous situations.
• Identify and frame high-leverage problem spaces before they're on the roadmap, shaping what teams work on, not just how it looks.
• Build a culture of data-informed design decisions: track record of using qualitative and quantitative data to drive impact, and holding the work accountable to measurable outcomes.
• Mentor and coach designers across the Supply org, elevating craft and strategic thinking across the team.
• Raise the bar for how design is communicated and documented: crafting narratives that land with senior leadership and setting the standard for how the team presents its work.
• Champion the responsible and high-quality use of AI in design workflows and helping shape how the Supply design team adopts AI capabilities.

What You Have: 

• 8+ years of experience as a product designer, UX designer, or similar role, with a strong visual and interaction design foundation.
• A track record of operating at a strategic level: co-defining product direction with PM/Eng/Data partners, shaping roadmaps, and influencing senior stakeholders.
• Experience leading design across multiple product areas simultaneously, with accountability for quality and coherence across a complex ecosystem.
• Demonstrated ability to frame high-leverage problems, not just solve them and shifting teams from shipping tickets to solving clearly defined, outcome-driven challenges.
• A strong command of the full design process, with the flexibility to move across levels of fidelity and abstraction as the work requires.
• Exceptional communication and storytelling skills: able to craft a compelling narrative for both senior leaders and day-to-day cross-functional partners.
• Experience mentoring senior and staff-level ICs and elevating the craft of those around you.
• Proficiency in Figma and prototyping tools including AI-first tools. Experience designing with and contributing to robust design systems.
• A detailed portfolio that showcases strategic impact, cross-functional leadership, measurable outcomes, and a high bar for craft.
• A sharp mind, a soft heart, and a large funny bone.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Bonus points if you have: 

• Familiarity with service design, systems thinking, or other frameworks for navigating large, interconnected problem spaces.
• Experience in the restaurant, catering, delivery, or gig economy space.
• A track record of driving design-led culture initiatives and shaping how a design org works: rituals, standards, and ways of working.

The national total target cash compensation range for this position, including base salary and bonus target, is $202,000–$281,000 annually.*

*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).

Job Description

ezCater is re-platforming its marketplace on Nova, a composable platform built from domain capabilities, while the existing business continues to grow and deliver. The architectural decisions made over the next two years will shape the company for the next ten. This role exists to make sure those decisions get made well, on time, and stick.

The Enterprise Architect is our most senior individual contributor in technology, sitting above Principal on our ladder and reporting directly to the Chief Product and Technology Officer. It carries real decision authority, not advisory reach: you chair the Architecture Board, own the architecture decision process, and hold standing authority over our most consequential workstreams.

What you’ll do:

• You will chair the Architecture Board and own its decision register: every open architecture decision has an owner and a date, and a decision past its date is treated as a program risk. 
• You will run the Architecture Decision Record (ADR) gate that workstreams pass through before build. 
• You will hold standing architecture authority over our foundational platform programs spanning data, identity, events, and core services, and you will set the target-state architecture that connects the legacy platform, the new platform, and the migration path between them. 
• You will pressure-test designs with senior engineers across the org, raise the quality of technical decision-making broadly, and represent architecture directly to executive leadership.

What you have:

• You have 15+ years in software engineering with experience as the accountable architect for a platform transformation or re-platforming at scale, ideally in marketplace, commerce, or transactional systems. 
• You have made and defended consequential decisions on event-driven architecture, service decomposition, data and identity modeling, and build-versus-buy, and you can show which ones you got wrong and what you did about it. 
• You write clearly: your Architecture Decision Records (ADRs), RFCs, and assessments are artifacts people align around. 
• You are hands-on enough to read a design or a diff and earn the respect of Principal engineers, and senior enough to say no to a VP with a deadline. 
• You operate through influence and decision rights rather than headcount, and you have done it before in an organization where architecture authority had to be established, not inherited.

*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).

Job Description

Restaurant partners are the lifeblood of the ezCater marketplace — and the experience we deliver to them directly determines our ability to attract, retain, and grow supply on our platform. We're reimagining what it means to be a restaurant partner on ezCater, and we're looking for a Staff Software Engineer to lead the technical vision for that transformation.

As the Staff Software Engineer for our Restaurant Partner Experience, you will own the architectural direction of the frontend systems that power how our partners discover, onboard, manage, and grow their business on ezCater — including the partner portal and order management tooling used by thousands of restaurant operators every day. A key early focus will be establishing the frontend architecture for in-product business intelligence tooling, bringing AI-enabled reporting and data insights directly to restaurant partners within the partner portal. You will partner closely with Product, Design, and peer engineering leaders to shape what a best-in-class partner experience looks like, and you'll set the engineering standards to make that possible.

You'll report to the Senior Engineering Manager within the ezCater Restaurant Partner Experience organization.

What You'll Do

• Lead the technical vision for reimagining the partner experience — from onboarding and menu management to order fulfillment tooling and marketing programs — ensuring our restaurant partners have the tools they need to succeed on our platform.
• Champion AI-native frontend development practices — including design-to-code workflows (e.g., Figma, Claude Design, v0), AI-assisted development grounded in organizational context, and machine-readable frontend interfaces that serve both human users and AI agents.
• Partner with our Front End Core team to define and evangelize frontend architectural standards — spanning micro-frontend composition strategies, monorepo structure, shared design system governance, and CI/CD — enabling velocity, scalability, and consistency across the teams that build on this foundation.
• Work with internal stakeholders — including Principal Engineers, other Staff Engineers, Product Managers, and Designers — to evolve ezCater's partner-facing frontend systems to meet the needs of a growing and diverse restaurant partner network.
• Establish the frontend architecture for in-product business intelligence and reporting capabilities within the partner portal, enabling restaurant partners to access clear, actionable data insights about their business directly in the platform. This includes evaluating embedded analytics and data visualization tools, defining component patterns for data-dense interfaces, and ensuring these experiences are performant, accessible, and self-serve.
• Provide guidance and mentorship to teammates across the organization while fostering a culture of learning and collaboration.

What You Have

• 8+ years of professional development experience, with deep expertise in React, Next.js (App Router), and TypeScript across complex, production-grade frontend systems.
• 4+ years of production React experience, with working knowledge of micro-frontend architecture patterns (e.g., Islands architecture, module federation, or edge-side composition).
• Proven track record of evangelizing and standardizing frontend architecture — including design systems, monorepo tooling, and micro-frontend boundaries — while addressing systemic technical impediments at scale.
• Passion for building exceptional user experiences and expertise in collaborating with cross-functional partners — including Product, Design, and Research — to drive product direction.
• Experience building data-rich frontend experiences — including dashboards, reporting interfaces, and data visualization — with a strong sense for how to make complex information accessible and actionable for non-technical users.
• Experience mentoring engineers and working with business stakeholders to define and execute technology roadmaps.

Preferred

• Experience building B2B or partner-facing SaaS products, particularly tools used by operators or business owners to manage their operations.
• Experience with REST, GraphQL, and modern monorepo tooling (e.g., Turborepo).
• Familiarity with Go or equivalent backend frameworks.
• Experience with design systems and component library development, including documentation practices that support AI-assisted code generation workflows.
• Familiarity with embedded analytics or data visualization tooling (e.g., charting libraries or embedded analytics platforms).
• Exposure to telemetry and observability tools (e.g., Datadog, Sentry).

The national total target cash compensation range for this position, including base salary and bonus target, is $184,000–$232,000 annually.*

*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). 

Job Description

As Director of Marketing Operations, Technology & Analytics, you will lead the people, processes, systems, and measurement that enable Marketing to execute reliably, scale efficiently, and make data-informed decisions. Reporting to the VP, Brand & Digital Marketing, you will lead a multidisciplinary team that supports ezCater’s blended B2B and B2C growth model across demand generation, lifecycle, marketplace customer acquisition, and restaurant-partner GTM motions.

You will lead and develop a high-performing team and ensure Marketing can move quickly with trusted data, strong governance, and rigorous measurement. You will own the marketing measurement strategy that helps the business understand what is working, why it is working, what is incremental, and where to invest next. You will also partner closely with business stakeholders and analytics leaders across Marketing, Sales, Product, Engineering & Data Tech, and Finance.

What You'll Do: 

• Lead a team across marketing operations, marketing technology, and marketing analytics 
• Balance near-term execution with longer-term capability building and communicating trade-offs clearly when priorities change
• Define and evolve the operating model, governance, and cross-functional processes that enable scalable campaign and lifecycle execution across Marketing
• Own the martech strategy and roadmap, from architecture through day-to-day governance, including marketing automation, CRM and audience data, customer data platforms, web content systems, advertising operations, analytics, and workflow tools
• Ensure marketing systems and data flows work together across platforms such as Salesforce, HubSpot, Iterable, WordPress, ActionIQ, Google Marketing Platform, Google Analytics, BI tools, and related technologies.
• Drive collaboration among Marketing, Sales, Product, and Engineering teams to build an evolved martech stack that helps realize our strategic vision and deliver AI-driven processes and technology that improve marketing workflows 
• Evolve the architecture of our marketing-owned web experience, ensuring end-user friendliness and enhanced testing and analytics 
• Lead marketing analytics and measurement strategy, including attribution, incrementality testing, forecasting, executive reporting, and advanced analysis, to improve marketing efficiency and guide investment decisions
• Partner with leaders in Marketing, Finance, Product, and other Analytics teams to translate marketing performance into channel- and segment-level investment decisions, forecasts, and scenarios 
• Set standards for analytical quality and storytelling, focusing the team on proactive decision support and analysis

What You Have: 

• 10+ years of experience in Marketing Operations, Technology and Analytics
• Proven experience leading through managers and developing high-performing, multidisciplinary teams of operators, technologists, analysts, and data professionals.
• Strong judgment in balancing strategic leadership with enough functional depth to challenge assumptions, coach the team, and drive quality across marketing operations, technology and analytics
• Demonstrated ability to create clarity, prioritization, and structure in a fast-paced, ambiguous, and frequently changing environment.
• Strong understanding of marketing data and technology architecture, including CRM, marketing automation, CDP or audience data, data warehouses, APIs, integrations, web analytics, advertising platforms, and business intelligence tools.
• Deep experience translating marketing data into insights across the full funnel, including acquisition, paid media, SEO/GEO, attribution, and retention; familiarity with both B2C and B2B models preferred.
• Experience implementing, owning, and improving marketing processes and technology across multiple engagement channels, including web, email, SMS, push, mobile, paid media, direct mail, and sales or account-based motions.
• Experience evolving the infrastructure for successful marketing web content management and landing pages, including personalization, testing and optimization (enterprise Google Analytics implementation experience preferred) 
• Experience building or implementing AI enablement programs, including prioritizing use cases, setting practical guardrails, evaluating tools and risks, and helping teams adopt AI responsibly.
• Excellent communication, executive presence, and interpersonal skills, with the ability to translate complex operational, technical, and analytical topics into clear decisions and actions.
• A customer- and partner-first mindset, strong bias toward outcomes over activity, and a practical approach to testing, learning, iterating, and scaling what works.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $195,864-$268,420 annually.*

*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).

Job Description

The Product Management team is looking for an experienced Senior Product Manager to focus on the ezCater Reporting and Insights platform for our restaurant partners. In this position, you will build the reporting capabilities to allow our restaurant partners to efficiently grow their business on ezCater and provide them with the insights necessary to be successful on our marketplace. You will leverage AI to provide relevant reporting and recommendations to our restaurant partners. You will develop API’s to allow our restaurant partners to pull data directly into their own reporting systems. You will partner with other teams including engineering, data, and user experience to build cohesive restaurant partner reporting experience. You will create the long-term vision for the Reporting and Insights platform and create a roadmap to build a best-in-class reporting suite..

What You'll Do:

• Drive the vision and develop a roadmap for the restaurant partner Reporting and Insights platform. This includes in-product reporting and the externally facing API’s to give partners access to the data that they need.
• Expand our overall reporting capabilities and provide insights to our restaurant partners based on their needs.
• Tell a compelling story using research and data to evangelize the roadmap and vision.
• Build deep empathy for ezCater users and become their biggest champion.
• Lead product initiatives and work collaboratively across a cross-functional team including Design, Research, Engineering, Data Analysis, and other Product Managers to define, prioritize, and build new functionalities and improved user experiences.
• Continuously identify areas for innovation and improvement, and implement strategies to keep us ahead, ensuring our marketplace delivers an unparalleled user experience.
• Create and monitor the ongoing metrics that measure and define success.
• Travel to Boston quarterly for planning and business reviews
• Have fun building impactful software with awesome people.

What You Have: (insert details here in bullet format)

• 8+ years of product management experience, ideally with marketplace experience.
• Experience designing and implementing reporting solutions
• Proven experience innovating on behalf of customers. You're not just about maintaining the status quo – you strive to understand what customers truly need and find creative solutions.
• A history of building best in class experiences across platforms.
• Deep analytic ability, comfort working with and manipulating data, building hypotheses to inform innovative solutions.
• Strong teamwork and collaboration skills; you’re happy spending much of your day collaborating with team members in different functional areas. 
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $161,000–$213,000 annually.*

*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).

Job Description

Catering delivery does not get a second chance. There are forty people in a conference room, a meeting that starts at noon, and one shot to get hot food through a loading dock, past a security desk, up a service elevator, and set up on a table. That is a fundamentally different problem than dropping a burrito at a doorstep, and the industry has never built for it. We orchestrate that last mile across the country every day, at a volume and complexity most people never see. The software to do it consistently well does not exist off the shelf.

We are looking for a Director of Product to define and own the Delivery & Fulfillment Intelligence Platform — the system of record and the system of intelligence for every delivery on our network. The scope runs the full lifecycle: demand and capacity planning, promise and lead-time calculation, routing and dispatch, in-flight risk detection and intervention, handoff and setup, and the learning loop that makes the next delivery better than the last. You will build on our multi-year re-platform investment, which gives you modern primitives to work from and leaves the delivery domain itself open to define. This role sits within the Platform domain, reports to the VP of Product Management for Platforms, and comes with a dedicated engineering, data, and data science team. You will work in close partnership with Supply Chain Operations, Delivery Partnerships, CX Product, and Restaurant Technology. There is far more to this than a job description can hold, and we will go deep in the interview.

What You'll Do:

• Define the vision, strategy, and multi-year roadmap for the Delivery & Fulfillment Intelligence Platform, holding a clear line: this platform owns the decision and the data; the experience teams own how that decision reaches customers, drivers, and restaurants.
• Define the delivery domain from first principles — the canonical event and state model, telemetry and history, and the governed contracts every other domain will build against.
• Develop key capabilities such as order risk assessment and proactive intervention, building- and address-level intelligence that compounds with every delivery, decomposed lead-time and promise accuracy, and dynamic routing and orchestration that re-dispatches in real time when conditions change.
• Build capabilities that don't come off a shelf — demand and capacity forecasting, and network optimization that allocates delivery supply against forecasted demand under real cost, coverage, and reliability constraints.
• Partner with the Data organization on the foundation all of it depends on: instrumenting the lifecycle, defining the metrics that matter (on-time performance, promise accuracy, straight-through rate), and standing up the learning loop that closes the gap between what we predict and what actually happens.
• Drive the hard architectural and commercial trade-offs: what we build versus what we buy (ETA services, optimization solvers, telematics), and what belongs in a model versus a solver versus a rule.
• Partner with Supply Chain Operations, Delivery Partnerships, and Finance to critically evaluate if and when it makes sense to insource all or part of delivery logistics — a whole market, a single service tier, or a hybrid where the operation is ours and the labor is contracted. Build the case from real data, keep supply type a platform configuration rather than a rewrite, and be equally prepared to conclude the answer is no.
• Represent this work at the executive level, bringing a point of view into the room rather than a menu of options, and holding the distinction between tactical wins this quarter and structural investments that compound over years.
• Hire, lead, and grow the product team around this platform. You will start hands-on and build out from there.
• Travel to Boston quarterly for planning cycles, architecture reviews, and business reviews. Have fun building logistics infrastructure for a delivery problem nobody else has bothered to solve properly.

What You Have:

• 10+ years of product management experience, including 3+ leading product managers, with deep grounding in platform, infrastructure, logistics, or marketplace operations products. This is a define-the-domain role, not an execute-the-roadmap role; you will set direction across an ambiguous, high-stakes space with significant autonomy.
• Experience hiring, developing, and retaining strong product managers — and the judgment to know when to coach and when to take the pen yourself. You are a builder who leads, not a manager who reviews.
• A demonstrated track record owning fulfillment, dispatch, logistics, or supply-chain intelligence products at meaningful scale — last-mile delivery, freight, field service, on-demand marketplaces, or comparable physical-operations businesses where software makes decisions that move vehicles and people.
• Real depth in at least two of: routing and dispatch optimization, ETA and travel-time prediction, demand and capacity forecasting, risk scoring and anomaly detection, or geospatial data systems.
• The judgment to know which problems actually need machine learning and which need a solver, a rules engine, or simply better data — and the discipline to argue for the cheaper answer. You have shipped ML-backed products in production and understand calibration, training/serving skew, offline versus online evaluation, and what it takes to operate a model that makes decisions with money attached.
• The ability to engage senior engineers as a peer on event-driven architecture: event schemas, state machines, idempotency, service boundaries, API contracts, and durable workflow orchestration. You can reason about where a capability should live and why, and you write specifications an engineer can build from.
• Experience in multi-sided marketplaces where the supply you depend on is neither employed nor directly controlled by you — and the practical instincts that come from working with third-party partner networks, SLAs, rate cards, and capacity commitments.
• Deep analytic ability. You build the metrics framework yourself, you find the data quality problems before anyone reports them to you, and you do not accept a number you cannot reconcile.
• A track record of influencing peers and executives without authority across product, engineering, data science, operations, and commercial teams — and the organizational discipline to run a multi-workstream program across several engineering teams simultaneously.
• Comfort operating in a business with real operational history: you can distinguish what should be rebuilt from what should be left alone, and you can sequence a multi-year platform build so that it delivers value long before it is finished.
• Experience within food delivery, restaurant technology, or B2B logistics is a plus.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $229,000 – $321,000 annually.*

*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).

Job Description

The Product Management team is looking for an experienced Senior Product Manager to focus on the post-order customer experience.  In this position, you will own the product strategy and execution for post order, using data and research to develop hypotheses to improve the customer experience and increase retention and self-service. You’ll identify ways to encourage customer behavior that drives stickiness and creates benefits to the marketplace ecosystem, such as reviews, favorites, reward points redemption and reordering. You’ll also build intuitive  ways for customers to confidently manage their orders without needing assistance from our customer care team.  You will set and own the KPIs, iteratively experimenting to improve the outcomes in your area. 

What You'll Do:

• Drive the vision and develop a roadmap for the post order experience, including order management and visibility, reviews, and rewards.  
• Tell a compelling story using research and data to evangelize the roadmap and vision.
• Build deep empathy for ezCater users and become their biggest champion.
• Lead product initiatives and work collaboratively across a cross-functional team including Design, Research, Engineering, Data Analysis, Fulfillment Operations, and Customer Service to define, prioritize, and build new functionalities and improved user experiences.
• Continuously identify areas for innovation and improvement, and implement strategies to keep us ahead, ensuring our marketplace delivers an unparalleled user experience.
• Create and monitor the ongoing metrics that measure and define success.
• Travel to Boston quarterly for planning and business reviews
• Have fun building impactful software with awesome people.

What You Have: 

• 5+ years of product management experience focused on consumer-facing e-commerce products.  Marketplace experience is a plus, as is post-order experience. 
• Proven experience innovating on behalf of customers. You're not just about maintaining the status quo – you strive to understand what customers truly need and find creative solutions.
• Deep analytic ability, comfort working with and manipulating data, building hypotheses to inform innovative solutions.
• Fluent with AI tools such as Claude design to prototype solutions and improve your speed of execution
• Strong teamwork and collaboration skills; you’re happy spending much of your day collaborating with team members in different functional areas.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $161,00–$213,000 annually.*

*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).

Job Description

The Senior API Specialist plays a key role on ezCater's Partner Solutions team, supporting and scaling our API partner ecosystem through a balanced mix of partner onboarding, technical support, escalation handling, and reliability improvement work. This role owns the partner-facing experience for our GraphQL Orders API and our growing Menus, Delivery, and Store Hours API surfaces — helping external partners build, launch, and maintain successful integrations while serving as the senior point of contact for complex issues, recurring failure patterns, and opportunities to improve how we support API work across the business.

What You'll Do: 

Own API onboarding and partner support

• Own the onboarding and technical support experience for API partners, guiding them through setup — including API-user and token generation in ezManage, subscriber and subscription creation via GraphQL, and webhook configuration — through testing, launch readiness, and early-life support.
• Review Menu API requirements and coordinate with the Menus team to ensure menu structure and mapping allow orders to inject cleanly into a partner's POS or middleware system.
• Support external partners and integrators through Zendesk, Slack, email, and live troubleshooting sessions, ensuring timely communication and clear next steps.
• Engage regularly with partners and vendors dispersed across North America via email, video conferencing, and screen sharing.

Act as the senior escalation point

• Serve as the go-to technical resource for complex API issues, including payload and mapping problems, authentication and token errors, webhook delivery and HMAC signature-validation failures, order-flow issues (Order Accepted / Cancelled / Menu Updated), and Delivery API lifecycle events.
• Reproduce and isolate issues using tools like Postman and GraphQL, inspecting webhook payloads and logs to identify root cause — and know when to drive resolution independently versus escalate to Engineering with clean, well-documented reproduction steps.
• Partner with Product, Engineering, PMO, Menus, and Operations teams to investigate issues, drive resolutions, and improve the overall API partner experience.

Drive reliability and scale

• Monitor trends in API tickets and incidents, identify recurring failure patterns, and recommend process, tooling, or documentation improvements that reduce future support volume.
• Use observability and analytics tools (e.g., SumoLogic for API health, Sigma for usage trends) to surface risks early and improve visibility into integration health.
• Contribute to a more proactive support model by helping shape scalable processes as API volume and partner surface area grows.

Shape how the team supports the API

• Help define and improve support playbooks, troubleshooting guides, Zendesk macros, and internal and external developer documentation for API work.
• Provide technical training and enablement to internal teammates and external partners, raising the team's overall fluency in API support and troubleshooting.
• Support Menus API, Delivery API, Store Hours, and related partner communications, helping partners understand technical requirements, expected behaviors, and available integration paths.
• Contribute to partner communication and migration planning as the platform evolves, including the v1 GraphQL-to-v2 REST transition, helping partners migrate on a stable, well-understood path.
• Build strong working relationships with external partners and internal stakeholders while operating with a high degree of ownership, judgment, and autonomy.
• Mentor teammates and serve as a senior technical resource across the Integrations group.

What You Have: 

• Strong experience supporting API-based integrations in a technical support, implementation, partner support, or solutions-oriented role.
• Hands-on experience with GraphQL and/or REST APIs, and comfort interpreting JSON and XML, reading logs, and reasoning about webhook and event-driven flows.
• Proven ability to troubleshoot and resolve complex technical issues under pressure with structured problem-solving and strong follow-through.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience managing escalations, balancing multiple priorities, and knowing when to drive independently versus pull in cross-functional partners.
• Strong operational mindset and a desire to improve systems, documentation, and workflows rather than only handling issues one at a time.
• Ability to connect technical issues back to customer, partner, and business impact.
• Curiosity, adaptability, and a willingness to learn new tools, systems, and integration patterns as our partner ecosystem evolves.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Nice to Have:

• Experience supporting external developers, technical partners, or B2B SaaS integrations.
• Familiarity with API testing and debugging tools — Postman, GraphQL, webhook inspection, and HMAC signature validation.
• Familiarity with Zendesk or similar support platforms and experience working across support and project-based workflows.
• Experience with API support, Menus API workflows, or third-party restaurant technology and integration partners (e.g., Olo, Deliverect, Toast, Otter, Paytronix, Checkmate).
• Experience with monitoring and observability (e.g., SumoLogic) and analytics (e.g., Sigma) to track API health and trends.
• Working knowledge of SQL and/or Python for data analysis, log investigation, or lightweight automation.
• Exposure to proactive monitoring, root cause analysis, or reliability improvement work in a partner-facing environment.
• Experience with API versioning, migrations, or deprecation planning with external partners.
• Experience mentoring teammates or serving as a go-to escalation resource in a fast-paced environment.

The national total target cash compensation range for this position, including base salary and bonus target, is $103,837–$133,655 annually.*

*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).

Job Description

We are looking for an experienced, dynamic Director to lead our Sales Operations and Enablement team and build the operational backbone of our go-to-market engine –  spanning go-to-market planning, target setting and management, sales commission management, sales process optimization, and sales enablement and training. Reporting to the Chief Growth Officer, this leader will collaborate with executive leadership, sales leaders, finance, analytics, and marketing to enhance sales productivity and selling effectiveness, and to accelerate revenue growth.

Success in this role will be measured by tangible improvements across the sales engine: sharper commissions and forecast accuracy, stronger pipeline visibility and quality, higher seller productivity, deeper CRM adoption, faster new-hire ramp time, more effective enablement programs, and clear, measurable ROI from sales technology and AI investments.

We are looking for a self-starter who is passionate about their work, detail-oriented, and analytical, with a demonstrated ability to navigate ambiguity in a high-growth environment and proactively solve problems with limited oversight.

What You'll Do: 

• Responsible for the overall efficiency and effectiveness of the sales organization and champions close working relationships with key stakeholders to ensure the sales organization is successful
• Strong background and experience in sales strategy development, sales operations management, people leadership and a proven track record of driving profitable revenue growth
• Build and lead a high-performing Sales Operations and Enablement team –  recruiting top talent, developing managers and individual contributors alike, and creating a culture where people do their best work and grow their careers
• Establish and drive improvements in planning, reporting and target assignment 
• Design sales commission plans and manage commission calculations, administration and tracking with commission management software such as CaptivateIQ
• Partner with Sales leadership to define monthly targets, sales forecast and operational cadence to track key performance metrics.
• Implement comprehensive pipeline reporting from top of funnel to customer value realization, account development and retention, in partnership with sales analytics 
• Identify and deploy AI-powered tools and opportunities for automation that improve sales reporting, forecasting, and seller productivity, while enabling reps to sell more effectively and measuring adoption and business impact.
• Lead cross functional initiatives to transform and streamline processes to drive improved sales productivity and velocity
• Be a key stakeholder in CRM design, implementation, change management and overall CRM adoption
• Design and oversee training programs that enhance the skills and knowledge of the sales team
• Identify, deploy and provide reporting feedback on sales plays and pipeline excellence to stimulate demand across all market segments
• Drive the adoption of winning sales behaviors by reinforcing our sales methodology, usage of digital tools, providing onboarding enablement for new hires, and maintaining current sales content and assets
• Collaborate with marketing and product teams to create and maintain sales materials

What You Have: 

• 10+ years proven experience as Sales Operations leader with demonstrated success developing, leading, and scaling a Sales Operations function at a high-growth company, ideally in the tech industry
• Experience leading market segmentation and Go-To-Market strategy development in partnership with marketing and sales teams
• Proficient with CRM development, management and forecasting. Skilled at using Salesforce.com, Tableau and Sigma, including data integrations and implementations
• Organized, with excellent attention to detail and the ability to work in a fast-paced and change driven environment
• Proven success leading and managing annual, quarterly and monthly planning (territories, quota, headcount)
• Experience building, managing & coaching high performing teams
• Excellent problem solving and collaboration skills, a motivated self-starter that is proactive and action-oriented
• Demonstrates sound business judgment, strong written and verbal communication skills and a proven ability to influence senior leaders 
• Ability to operate successfully in a lean, fast-paced environment, and to create sales processes that can scale quickly
• In-depth experience in two-sided marketplace, B2B technology platforms, or B2B solutions strongly preferred
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

The national total target cash compensation range for this position, including base salary and bonus target, is $206,127–$289,991 annually.*

*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).