Job Overview
Location
Boston, MA
Job Type
Full-time
Category
Software Engineering
Date Posted
July 2, 2026
Full Job Description
đź“‹ Description
- • Define what trust means at ezCater by developing protocols to identify trust-breaching customer experiences and recommend optimal response strategies with communication.
- • Transform trust and safety policies into standardized operating procedures (SOPs), response scripts, and centralized tracking systems for the team.
- • Hire, lead, and scale a dedicated Trust & Safety team responsible for policy enforcement, dispute support, and network health compliance.
- • Own the trust pulse of the marketplace by establishing processes to monitor the type and frequency of trust-breaching incidents and deliver periodic reports to leadership on the overall state of marketplace trust.
- • Design and implement trust policies governing participation by Restaurant Partners and other third parties critical to the customer experience, including internal training and monitoring to ensure compliance.
- • Shape the company’s AI Trust vision by advising on how Trust & Safety practices must evolve alongside AI adoption to maintain consumer sentiment and safety.
- • Align cross-functional teams across Sales, Marketing, Operations, and Product to ensure consistent, frictionless enforcement of trust policies company-wide.
- • Lead high-stakes responses to trust-breaching events, including advising on and drafting communications to key Enterprise customers and national-scale Restaurant Partner brands.
- • Own internal investigations and escalations related to trust-breaching incidents, gathering facts to support legal investigations and coordinating with Public Health agencies when necessary.
- • Work closely with the Director of Network Health and Assistant General Counsel to build and maintain a safe, reliable B2B marketplace.
- • Serve as the primary internal voice for Trust & Safety strategy, ensuring alignment across legal, operations, product, and customer-facing teams.
- • Build and maintain scalable systems to handle high-volume escalations, disputes, and policy violations while maintaining customer and partner trust.
- • Demonstrate elite judgment under pressure in high-stakes situations with exceptional discretion and a practical business mindset.
- • Translate complex, ambiguous problems into measurable, customer-centric solutions with demonstrable business impact.
- • Maintain a proactive, self-directed learning mindset to rapidly understand ezCater’s evolving business and fill knowledge gaps through research.
- • Communicate effectively at all levels, drafting executive-level reports, customer-facing communications, and internal policy documents with clarity and precision.
- • Support the company’s remote-hybrid work model by operating effectively from the Boston office, home, or a combination of both.
🎯 Requirements
- • 10+ years of experience in Trust & Safety ownership or comparable experience in Operations, Product, or Compliance functions at a technology company, with at least 3 years of primary ownership of Trust & Safety program design and implementation.
- • Proven track record of building and leading high-performing teams, with at least 5 years of direct experience hiring, managing, and developing front-line teams focused on high-volume escalations, disputes, and policy enforcement.
- • Hands-on experience designing dispute resolution and appeals processes from scratch.
- • Elite judgment under pressure with battle-tested decisiveness, discretion, and practical business acumen.
- • Proven ability to turn complex problems into measurable business impact with a customer-centric approach.
- • Completion of a 4-year accredited college program; advanced graduate study preferred, especially in a related field.
🏖️ Benefits
- • Market-competitive salary and bonus target ranging from $145,000 to $217,000 annually.
- • Stock options with potential for significant value creation.
- • 12 paid holidays and flexible PTO policy.
- • 401(k) with company match.
- • Comprehensive health, dental, and FSA benefits.
- • Mental health and family planning resources.
- • Remote-hybrid work flexibility: from Boston office, home, or a mix of both.
- • Employee meal program access when working in the office.
- • Opportunities for career growth in a high-performing, innovative environment.
- • Strong emphasis on work/life harmony and autonomy.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About ezCater, Inc.
Founded in 2007 and headquartered in Boston, Massachusetts, ezCater operates an online marketplace that connects businesses with local restaurants and caterers for corporate meals, events, and recurring catering needs across the United States. The platform offers ordering, scheduling, invoicing, analytics, and customer support tools designed for office administrators and event planners. ezCater partners with thousands of restaurants and caterers, providing businesses with curated menus, dietary filtering, on-time delivery tracking, and consolidated billing. The company has raised over $320 million in venture capital and serves more than 100,000 companies nationwide, positioning itself as a leading corporate catering solution.
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