Principal Product Manager, Customer Service (Remote)

ezCater, Inc•Boston, MA

1d•$206,000 - $276,000•Remote

About The Position

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. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. The Product Management team is looking for an experienced Principal Product Manager to focus on the design and implementation of a new customer service platform. In this position, you will partner with the operations and customer service teams to set the vision for the platform and develop the short and long term roadmap. You will work with the platform teams to develop a set of APIs that will integrate with our Salesforce front end to form the foundation of the new system. You will develop detailed requirements and work with the team to implement the platform.

Requirements

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.

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.

Benefits

Market competitive salary
stock options that you’ll help make worth a lot
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 our awesome Boston office OR your home OR a mixture of both home and office
a tremendous amount of responsibility and autonomy
wicked awesome co-workers
Relish (and many more goodies) when you’re in our office
knowing that you helped transform the food for work space