ezCater is looking for a Principal Product Manager, Customer Service to own the design and implementation of a new customer service platform. You'll partner with operations and customer service teams to set the vision, develop the roadmap, and lead the build of foundational platform capabilities.
What You'll Do
- Drive the 2-year vision and develop the strategic roadmap for a highly automated Customer Service and Operations Platform leveraging AI/ML.
- Lead discovery and implementation of end-to-end process improvements and automation opportunities across customer support and internal operations.
- Identify high-impact use cases for generative and predictive AI and be responsible for change management strategy for new tools.
- Approach complex challenges with first principles thinking to build minimal, effective solutions.
- Use data analysis, business modeling, and communication to articulate vision and gain executive buy-in.
- Lead cross-functional initiatives across Design, Research, Engineering, Data Analysis, and other Product teams to build foundational platform capabilities.
- Create and monitor metrics focused on business outcomes like Cost-to-Serve and Customer Effort Score.
- Travel to Boston quarterly for planning and business reviews.
What We're Looking For
- 8+ years of product management experience.
- Experience designing and implementing new customer service systems.
- Proven track record of integrating systems with the Salesforce platform.
- Proven experience innovating on behalf of customers.
- Deep analytic ability, comfort working with and manipulating data.
- Strong teamwork and collaboration skills.
Nice to Have
- Marketplace and customer service experience.
Technical Stack
- Salesforce
Team & Environment
You will be part of the Product Management team at ezCater, working in a terrifically compelling, innovative, and high-performing environment with engaged and passionate colleagues who value work/life harmony.
Benefits & Compensation
- Compensation range: $206,000 - $276,000 annually.
- Market competitive salary.
- Stock options.
- 12 paid holidays.
- Flexible PTO.
- 401K with ezCater match.
- Health/dental/FSA.
- Long-term disability insurance.
- Mental health and family planning resources.
- Remote-hybrid work from Boston office or home.
- Relish and other office perks.
Work Mode
This is a hybrid position. You may work remotely or from the Boston office, with quarterly travel to Boston required.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status.
