Strategic Workforce Manager, Caviar for Companies

  • San Francisco, CA
  • Full-time

Company Description

Caviar is changing the way businesses and consumers order food from restaurants. We believe that everyone should have access to the best eateries in their city without any hassles. Want your favorite burger joint, but hate the traffic and long lines? We're a team of passionate foodies solving that exact problem for your home and office. At Caviar, we believe in an environment that allows you to be creative and go beyond the call of duty. We're looking for exceptionally talented individuals who want to learn and grow with the company. Each and every day counts - you'll make a direct impact to the business starting from Day 1.

Job Description

 Every day our Catering Captains pick up supplies from our Inventory Hubs, then pick up food from restaurant partners and deliver catered meals to thousands of diners at the some of the world’s hottest startups and well known brands. As our Strategic Workforce Manager, you’ll oversee the Support and Scheduling team that supports our Catering operations across the Bay Area, Los Angeles and New York. 

You’ll partner with the National Operations Lead and Hub Operations Lead to establish and formalize our Workforce Planning strategy. That means you’ll manage and improve our current scheduling, labor forecasting, and labor allocation process of hundreds of Captains and develop & maintain hiring forecasts incorporating customer demand, expected employee turnover, and planned efficiency gains.

You will:

  • Drive the success of your team to meet all SLAs while maintaining high levels of team morale, enthusiasm, and engagement

  • Establish and drive exceptional standards for support & scheduling operations to ensure everyone is operating efficiently with a customer-centric attitude

  • Identify places to streamline and improve operations and help improve or innovate new processes by designing novel approaches that enhance customer experience and organizational efficiency 

  • Develop analytical frameworks, build models, and present structured thoughts to inform strategic decision-making

  • Own the rollout and implementation of strategic initiatives by working with multiple teams - Legal, HR, Product & Engineering, Account Sales & Managers, and Hub Operations - to help set policies, procedures and systems for National Operations

  • Serve as a critical thought partner in developing a best-in-class experience for both the customer and the Captain community

  • Lead by example and establish a fun, inclusive, and safe work environment, providing ongoing mentorship and coaching, and determining the best structure & set-up for team success

Qualifications

You Have:

  • 5-7 years of experience running service/people operations and demonstrated success in operational process improvements

  • 2+ years experience in real-time operations and people management at a high growth company

  • Strong problem solving skills & a highly organized, process-driven approach with the ability to support decisions with data

  • The ability to structure a well designed model as well as give a motivational speech in a large room environment.

  • An ability to collaborate and manage projects across multiple teams at once

  • An entrepreneurial spirit and bias for action

  • High degree of curiosity and a penchant for creating order from chaos

  • EQ & people management skills - you enjoy helping teams understand how their work contributes to end goals and working with reports to create team cohesion and career fulfillment.

  • Management consulting and/or MBA from a top tier school considered a plus.

  • Experience with MS Excel required; Looker, Tableau or SQL is a plus.

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.