Live Operations Lead

Own day-to-day execution in a scaled, venture-backed operations environment About Club Feast Club Feast is a national corporate catering platform operating across major U.S. markets, serving companies with reliable, high-quality meal programs at scale. We partner with leading local restaurants and manage thousands of corporate deliveries each week through a centralized operations platform. We are backed by General Catalyst — the same investment firm behind Airbnb and Snapchat — and led by experienced operators from high-growth consumer and financial services companies. Club Feast is built to scale: strong operational discipline, clear ownership, and systems designed for national volume. About the Role We are hiring a Shift Manager – Live Operations to own real-time execution during service windows. This is a fully remote role, supporting U.S. operations and working primarily during U.S. business hours. The Shift Manager is responsible for ensuring smooth operations during their assigned shift, acting as the primary decision-maker for day-to-day execution. This role goes beyond dispatch. On slower days, you may not touch routing at all. Your core responsibility is ownership: anticipating issues, managing changes, coordinating teams, and making sound decisions under pressure to protect service quality. You'll work closely with Dispatch, Restaurant Operations, Driver Engagement, and senior Operations leadership. This role is ideal for someone who is a "super dispatcher" — a strong operator with excellent judgment, leadership instincts, and comfort owning outcomes. What You'll Do Live Shift Ownership & Execution Own end-to-end operational execution during assigned shifts Serve as the primary point of decision-making for same-day changes Supervise handling of extra orders, added meals, and last-minute adjustments Ensure service continuity and issue resolution in real time Dispatch & Resource Oversight Oversee dispatch execution when needed Support or redirect routing decisions based on real-time conditions Coordinate with Dispatch teams to ensure coverage and on-time performance Restaurant & Order Operations Coordinate closely with Restaurant Operations on food readiness, changes, and escalations Manage same-day restaurant issues, substitutions, or capacity constraints Anticipate risks and intervene before they impact service Leadership & Team Coordination Act as a calm, clear leader during high-pressure service windows Communicate effectively across Dispatch, Driver Engagement, and Restaurant Ops Support team members and escalate appropriately when needed Problem Solving & Continuous Improvement Identify operational gaps during live service Provide feedback and recommendations to Operations leadership Contribute to improved workflows, SOPs, and escalation playbooks What Success Looks Like (First 90 Days) Independently owning live shifts with minimal oversight Becoming a trusted escalation point for real-time decisions Reducing incidents caused by last-minute changes Demonstrating strong judgment under pressure Improving coordination between dispatch, restaurants, and drivers Who You Are Experience in dispatch, last-mile logistics, or live operations Strong problem-solving and decision-making skills Comfortable taking ownership and accountability Calm, structured, and effective under pressure Strong communicator across teams Experience with restaurant operations is a strong plus Comfortable working primarily during U.S. hours Why Join Club Feast High ownership and real decision-making authority Work closely with Operations leadership Remote-first, globally distributed team Clear growth path into senior operations or leadership roles Join a General Catalyst–backed company building a category-defining platform