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ezCater · 1 day ago

Principal Product Manager, Customer Service (Remote)

United States

Full-time

Remote

Lead/Staff

$206K/yr - $276K/yr

8+ years exp

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. They are seeking an experienced Principal Product Manager to design and implement a new customer service platform, working closely with operations and customer service teams to develop a strategic roadmap and drive automation and AI adoption.

CateringFood and BeverageHospitalityMarketplace

Growth Opportunities

No H1B

Responsibilities

Define the Future of Service & Operations: Drive the 2-year vision and develop the strategic roadmap for a highly automated Customer Service and Operations Platform. This vision must leverage AI/ML to deliver superior outcomes for customers while significantly reducing Cost-to-Serve

Be the Automation Driver: Lead the discovery and implementation of end-to-end process improvements and automation opportunities across customer support and internal operations. Your primary goal is to contain, resolve, or automate the highest volume issues, freeing up human agents for complex, high-value interactions

Drive AI Adoption and Change Management: Identify high-impact use cases for generative and predictive AI (e.g., agent assistance, self-service, proactive issue resolution). You will be responsible for the change management strategy, ensuring new tools and processes are successfully adopted by the Operations and Customer Service agents

Establish First Principles Thinking: Approach complex organizational and technical challenges by defaulting to first principles thinking, constantly questioning the why and how to ensure we are building the minimal, most effective solution instead of digitizing existing, inefficient processes

Articulate Vision & Strategy: Use data analysis, business modeling, and excellent communication to tell a compelling story, gain executive buy-in, and articulate the vision and roadmap across all levels of the organization (Product, Engineering, Operations, and Sales)

Lead Strategic Initiatives: Lead cross-functional initiatives across Design, Research, Engineering, Data Analysis, and other Product teams to define, prioritize, and build foundational platform capabilities that enable rapid iteration and innovation (e.g., API services, internal tooling)

Define Success by Business Impact: Create and monitor a clear set of metrics focused on business outcomes (e.g., Cost-to-Serve, Customer Effort Score, Automation Rate, Containment Rate), not just feature delivery

Travel to Boston quarterly for planning and business reviews

Have fun building impactful software with awesome people

Qualification

Product management experienceSalesforce integrationCustomer service systemsAI/ML implementationData analysisTeam collaboration

Required

8+ years of product management experience, ideally with marketplace and customer service experience

Experience designing and implementing new customer service systems

A proven track record of integrating systems with the Salesforce platform

Proven experience innovating on behalf of customers. You're not just about maintaining the status quo - you strive to understand what customers truly need and find creative solutions

Deep analytic ability, comfort working with and manipulating data, building hypotheses to inform innovative solutions

Strong teamwork and collaboration skills; you're happy spending much of your day collaborating with team members in different functional areas