Care Manager

About Daily Harvest 

Daily Harvest makes nourishing food built on fruits and vegetables accessible. We do this by delivering thoughtfully sourced, chef-crafted food to customers' doorsteps, all ready to enjoy in minutes. We’re on a mission to take care of food, so food can take care of you.  

Our team is collaborative, driven, and future-thinking.  We're constantly learning, experimenting, and iterating, and celebrate failure just as much as success. We take risks, try new things, and we get things done. We love adaptogens and cruciferous vegetables but never say no to cake. Everything we do, we do in the service of our community.

Position Overview

Daily Harvest is looking for a Care Manager to join our Care team. The Daily Harvest Customer Care team is on the front lines of delivering world-class hospitality that transcends simply answering questions—every day. We surprise and delight our customers, anticipate their needs, and act as guides as they navigate the DH journey integrating more fruits and veggies into their lives. At DH, elite Customer Care is not just in the background; it’s a key component of the company’s brand, reputation, and recipe for growth and success. We look at Care as the opportunity to really embrace the customer when they need it most, and a place to not just solve the problem they have now, but foresee any and all issues down the road. Care is the key place to build the relationships that will help make Daily Harvest the continued success it is today. 

Daily Harvest is seeking an ambitious and customer-centric leader to build, develop and manage a team of associates who communicate directly with our customers to solve real-time issues, answer questions and respond to feedback. Our goal is to provide our customers with an impeccable experience, exceeding all expectations, not only with each and every shipment from Daily Harvest, but also each and every interaction. We are looking for a Care Manager who is interested in helping create a Win-Win-Win team mentality; create a win for the customer, create a win for the company, and create a win for the associate. Reporting into the Director of Care, you will be a dynamic leader with great judgment who can both inspire excellence and lead by example. You are somebody who isn’t satisfied with maintaining practices, just because it has worked in the past, but open to adding your thoughts and perspectives to help drive us forward. You thrive in fast-paced and high-growth environments, and self-identify as a hustler who doesn’t settle for anything less than WOW.

What you’ll do:

• Serve as direct manager to a team of superstar Care Associates; leading, developing and inspiring your people to achieving top performance and enjoying a world-class team member experience
• Execute on team meetings and set strong, effective and inclusive agendas
• Assist customers when they have the highest of issues, and guide our team on proper handling of escalated concerns 
• Contribute ideas and planning to build up the team to continue growth as a group of proactive problem-solvers and not just reactive handlers
• Be aware of team members’ workload and interests, and when appropriate, assign projects to direct reports
• Report on weekly team performance
• Interview candidates and make recommendations on hiring decisions
• Contribute to cross-team strategic discussions and partnerships across the organization
• Maintain a positive attitude during high-volume and/or stressful periods
• Work closely with a stellar team of people-managers to ensure all aspects of developing people, exceeding performance expectations, and driving overall happiness is at the forefront of decisions 
• Help associates to continue to grow in their own career ambitions, and guide them on the journey to be successful in setting goals, and achieving them, in order to better themselves, as well as the team in general.
• Work with the Director of Care to establish a cohesive strategy for annual employee performance reviews
• Work with the Leadership team to think outside of the box in deciding strategies and projects to constantly be improving and WOW’ing our customers and staff. 

Who you are:

• Minimum of 3 years in a people management role
• Superior communicator (written and verbal), with an ability to clearly articulate key points (both positive and negative) and to inspire others
• Ability to remain calm and positive in the face of chaos and adversity
• A deep passion and drive for Customer Care and the massive impact that culture can have on a company, its customers, and its Care professionals
• Highly effective change leader (help people see the bigger picture; find the win for everybody; support key new ideas and projects)
• Obsessed with the customer experience and striving to find ways to always improve with the customer in mind
• An advocate for both your team and our customers
• Experience managing a remote team is a plus
• Experience in a startup environment is a plus

Benefits:

• Unlimited Daily Harvest in the office to keep you hustling, not hangry cold brew (...always stocked)
• Flexible time-off policy flexible working hours (Unlimited PTO Plan)
• Competitive medical, dental, and vision benefits, 401K equity participation 
• Ancillary benefits: Commuter, Gym membership Citi Bike discounts
• Access to everything we make (including recipes in development)
• Annual company retreat
• Quarterly team outings, weekly onsite happy hours, regular DH team gatherings to celebrate our co-workers
• Book club running club
• Showers for post-morning or mid-workday workouts
• A dynamic, ambitious, and fun work environment dog friendly!!

At Daily Harvest, our mission is to take care of food, so that food can take care of you. And it wouldn't be possible without our team. We celebrate the unique POV that each person brings to the table and believe in a collaborative and inclusive environment. As an equal opportunity employer, we prohibit any unlawful discrimination on the basis of race, color, religion, military or veteran status, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability or genetic information. These are our guiding principles and apply across all aspects of employment.