Home Chef

Home Chef is a meal solution provider through online meal kit delivery service and in store.

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Customer Experience Operations Manager

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Home Chef is building new ways to provide meal solutions that meet a wide variety of customer needs, and shipping locations both online and in store. Our team is a unique mix of creators, chefs, entrepreneurs, and trailblazers and we’re growing quickly. Our customer-first mentality, combined with a zest for supporting our peers, helped us bring home Built in Chicago’s Startup of the Year Moxie award in 2017. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.

The Customer Experience Operations Manager is responsible for overseeing the day to day work of our industry leading customer support department. This person would lead the vision, leadership, and coaching to ensure the team is functioning smoothly and continuously improving and will manage and support the supervising teams and take ownership for the overall performance of the department. This role will also take the lead on initiatives that help the department function more efficiently, help us serve our customers better, and foster better communication with other departments at Home Chef. The Operations Manager should aim to create and enforce a fun, hard-working and inclusive office culture. This role reports directly into the head of the support department.

Management and Performance

Provide guidance, leadership and management performance for supervising team
Utilize metrics and data reporting to drive performance both at an individual level and at an overall department level
Communicate changes in internal policy and/or our service to entire customer experience team
Manage PTO, payroll, and HR decisions for customer experience team
Create and maintain positive culture among our customer experience team
Implement and facilitate ongoing learning opportunities to develop the leadership team

Hiring, Planning and Resourcing

Review business KPIs and forecasts to create hiring strategy aligned with our growth
Manage customer support recruitment process from job posting to offer
Ensure appropriate weekly shift scheduling aligned against volume and channel
Plan appropriate resourcing so that SLAs are continuously met

Qualifications

2+ years of experience managing people
Demonstrated ability of leading teams, handling difficult situations, and influencing change
Prior experience as a customer experience associate or similar position preferred“How do we solve this” mentality
Ability to draw strong conclusions and advise how to utilize data analyses to drive material business change
Ability to prioritize effectively and excited to work on many varied pieces of work at once
Strong written and verbal communication skills

Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first

order!

Perks and Benefits:

- Comprehensive medical, dental, and vision insurance

- Flexible paid time off (PTO) policy

- 401k program

- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses

- Employee discounts for Home Chef meal kits

- Free lunch every Thursday and snacks and beverages on hand every day

- Monthly on-site masseuse, team happy hours and events

- Casual dress

Home Chef is an equal employment opportunity employer

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Mikiel Curtis

Diversity, Equity and Inclusion Manager

INCLUSION ALL AROUND

Ensuring employees can work authentically

Mikiel Curtis believes that diverse environments offer greater exposure to different ideas and skills, which encourages everyone to share their unique selves. That’s why he’s so eager to build upon Home Chef’s current diversity efforts. Curtis is especially excited to extend some of the corporate office’s equity initiatives, such as employee resource groups, to teams based at Home Chef’s plants nationwide. “It’s important that associates at our facilities feel a sense of belonging when they go to work every day,” he said.

I love that I get to cultivate an environment that allows people to flourish as their authentic selves.

Stone S.

Senior Director of Business Analytics

Building Culture

Creating a welcoming environment for all

As a leader, Stone knows that one of his responsibilities is to mold the culture of his team. The senior director of business analytics works with Home Chef’s human resource partners to bring in candidates that have diverse backgrounds and a wide range of experience. He also places a high priority on building a welcoming environment where everybody feels comfortable expressing themselves.

Some of the most impactful aspects that we as leaders across the organization can have is in how we build out and shape the culture of our teams.

Maya Iyer

Senior Manager, New Product Development

CREATING CONNECTIONS

Hosting events that bring everyone together

Iyer is a senior manager of new product development, but she also plays an active role in Home Chef’s cross-functional group, HC Connect. The group organizes social events that promote a sense of belonging across the company and also collaborates with the many affinity groups at Home Chef. Recently, Iyer attended a Mardi Gras trivia night where she learned about Creole culture and Spanish law.

I try to attend as many events as possible. I want to support my peers, but I also walk away with more than I expected, whether it’s a piece of trivia or understanding someone’s perspective in a new light.

What are Home Chef Perks + Benefits

Culture

Volunteer in local community

We offer volunteer days at The Greater Chicago Food Depository. Our Employee Resource Groups are actively engaged in volunteer events throughout the year.

Partners with nonprofits

Home Chef has partnerships with The Greater Chicago Food Depository and Feeding America.

Open door policy

OKR operational model

Team based strategic planning

Pair programming

Open office floor plan

Employee resource groups

Flexible work schedule

You know your schedule best!

Remote work program

Diversity