Service Delivery Operations Manager Jobs in Massachusetts

Who We Are

HUNGRY is revolutionizing workplace dining with an unwavering commitment to obsessive hospitality and flawless execution. Founded in 2016 by entrepreneurs Eman Pahlavani and Jeff Grass, HUNGRY connects corporate offices in over 30 cities across the United States and Canada with top-tier chefs and local restaurants to deliver extraordinary culinary experiences. From large-format catering and memorable events to individually packaged group meals, snacks, and pantry solutions, HUNGRY ensures every detail is thoughtfully handled to prioritize quality and convenience. Rooted in a mission of social responsibility, HUNGRY fosters local economic growth while embracing eco-friendly practices — donating one meal for every two purchased, with more than 3 million meals donated to date.

The Role

The Operations Manager owns day-to-day execution of HUNGRY's catering, delivery, and event operations in an assigned market. This role drives the logistics behind every order and event, coordinates the local network of Captains, and partners closely with Sales and Food Partner Management to make sure every client meal or event lands exactly as promised.

Most Captains engage with HUNGRY as independent contractors rather than direct employees, though this varies by client and account needs.  In addition to planning and coordinating that contractor network, the Operations Manager leads and manages all direct HUNGRY employees supporting the market — including Hub Operators, onsite General Managers, and Hospitality Associates — with full people-management responsibility for hiring, coaching, and performance.

The Operations Manager owns hub readiness personally, along with the market's administrative operations (time and attendance, expense management, purchasing and receiving, and inventory reporting).

The right person is organized, detail-oriented, proactive, and energized by solving problems in real time.

What You'll Do

Market Execution & Contractor Coordination

• Own day-to-day execution of catering, delivery, and event operations across the assigned market.
• Plan and coordinate the local network of Captains — most of whom engage with HUNGRY as independent contractors — assigning gigs, setting logistics, and communicating expectations to ensure on-time, accurate execution.
• Recruit and onboard Captains into the local market, and connect them with HUNGRY's service and food safety training.
• Partner with Sales and Food Partner Management to ensure a smooth handoff from booking to execution.
• Oversee hub readiness — supply and equipment stock, uniform inventory, contractor check-in/dispatch flow, and hub cleanliness and organization.
• Build and manage logistics plans, contractor scheduling coverage, and inventory to support daily and event-based operations.
• Manage local vendor and logistics relationships that support daily hub and delivery operations.
• Monitor service quality in real time, and proactively flag and resolve operational risk before it affects the client.
• Track and report on market-level operational metrics (on-time performance, service issues, cost) to the National Director of Operations.
• Maintain compliance with food safety and workplace safety standards across the market.

Team Leadership — Direct Employees

• Lead, coach, and hold accountable all direct HUNGRY employees supporting the market, including Hub Operators, onsite General Managers, and Hospitality Associates.
• Hire, onboard, and train onsite service staff to HUNGRY's hospitality and service standards.
• Manage performance for direct reports, including regular check-ins, coaching, and corrective action when needed.
• Build a culture of ownership, urgency, and hospitality-first service across the market's employee team.

Administrative Duties

• Complete all administrative responsibilities as assigned, including time and attendance tracking, expense management, purchasing and receiving, and inventory reporting for the market.
• Maintain accurate, timely records to support payroll, budgeting, and audit needs.

Requirements

• 2 to 3+ years of experience in an operations role, preferably in catering, food service, hospitality, or logistics

• Experience directly managing and developing employees, including hiring, coaching, and performance management
• Experience planning and coordinating a contractor-based or gig workforce and the ability to navigate contractor relations
• Hands-on experience with live event execution and logistics management
• Ability to manage multiple priorities and adapt quickly in a fast-paced, deadline-driven environment
• Working knowledge of food safety and sanitation standards
• Ability to lift, move, and transport catering equipment and supplies as needed
• Excellent written and verbal communication skills and the ability to collaborate with cross-functional teams
• Experience with administrative operations such as time and attendance systems, expense reporting, and purchasing/receiving workflows

Preferred Qualifications

• Experience operating in a multi-site or market-based operations role
• Food Safety Certification (ServSafe or equivalent)
• Experience partnering directly with a sales team on client-facing execution
• Valid driver's license, where required by market

Physical Requirements / Work Environment

• Regular travel within the assigned market to client sites, events, and hub locations
• Ability to lift and carry catering equipment, supplies, and materials
• Early morning, evening, and weekend availability required based on the market's event and delivery calendar
• Fast-paced field environment requiring flexibility and sound judgment under pressure

Benefits

• Compensation Range: $75,000-$85,000 (dependent on experience)
• Unlimited paid time off

• Medical Dental and Vision insurance
• 401k (currently not matching)
• Employer paid life/disability
• Company Sponsored Tele-med & Tele Mental Health Benefits
• Equity incentives/Stock Options

HUNGRY is an Equal Opportunity Employer dedicated to building an inclusive and diverse workforce. We are committed to providing equal employment opportunities to qualified individuals, regardless of race, color, religion, sex, national origin, age, sexual orientation, marital status, familial status, genetic status, veteran’s status, handicap or disability, or any other classification protected by applicable law. This governs all aspects of employment, including recruitment, hiring, compensation, benefits, termination, and all other terms and conditions of employment. The Company is committed to providing reasonable accommodations to employees when necessary to perform the essential functions of their job.