Senior Operations Manager (contract)

  • New York, NY, USA
  • Contract

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

As our business grows quickly, we must grow the size of our delivery fleet, reduce overall delivery times, and optimize fleet utilization and courier retention. We also want to build the highest quality fleet of couriers who love delivering with Caviar. We need a resourceful, efficient, and insightful hustler who will deliver results in the areas of courier turnout, retention, and quality. The Senior Operations Manager will manage the day-to-day tasks of local courier operations at Caviar New York while driving automation and standardization of those tasks to help Caviar scale in New York and beyond.


We are looking for a dynamic operations manager for a 6-month project beginning in early January 2019, to step in during a planned leave of absence. The right candidate has a savvy analytical mind and is constantly pushing to test, pilot, and innovate; this person should be able to balance working within existing product limitations and building a case for larger product or process changes. The right candidate will be able to independently identify trends in data and surface potential challenges before they become problems – then create and implement programs to address such issues. They will be able to collaborate effectively across teams, to build empathy and community with our large group of independent couriers, and pilot new ways to create a high-quality courier experience at scale. This will be a logistics-focused role with a heavy emphasis on using data to inform decisions, communication, and experimentation. A strong performer may have the potential to convert to full-time at the end of the contract.



You will:

  • Ensure Caviar has the right level of courier supply to meet demand on a daily basis, leveraging Caviar’s turnout tools and communication channels.

  • Drive higher quality outcomes, iterating on how we measure courier quality and identifying, prioritizing and executing on ideas to improve operations.

  • Deftly manage the execution of day-to-day tasks that just need to get done while considering ways to make these more efficient. This will be about 20% of your time.

  • Create, pilot, and scale operational tests. The New York market is your sandbox, and we expect you to drive results here - then use your resourcefulness, communication and relationship-building skills to share your learnings and drive adoption nationally.

  • Drive greater engagement and satisfaction amongst Caviar’s couriers using any and all tools available: in-person events, incentives, scaled communications, product changes, scrappy “MVP” programs… and other ideas that you’ll come up with on the job

  • Be the voice of the NYC courier team to Couriers – you will manage our local Courier Communications calendar and craft ongoing messaging to stay top of mind.




You have:

  • An entrepreneurial spirit, bias for action, and drive to actualize your ideas.

  • A demonstrated ability to think and act like an owner. You can quickly digest an objective and take ownership over the action items to achieve results.

  • Strong problem-solving skills with keen ability to support decisions with data.

  • Excellent writing skills and a natural proficiency for writing engaging, interesting, and informative content. Demonstrated experience in this area is a plus.

  • A customer-first approach to problem-solving.

  • A highly organized, process-driven approach and experience motivating key stakeholders to work cross-functionally with you.

  • The ability to structure a well designed model, communicate insights clearly and concisely, and execute recommendations.

  • Strong aptitude in spreadsheets.

  • Highly-developed organizational skills.

  • An ability to quickly absorb context, and autonomously execute tasks efficiently, even when context-switching is required multiple times throughout a day.

  • Experience with Looker or SQL is a plus.

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.