Principal Product Manager, Customer Service Platform (Remote)

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 focus on the design and implementation of a new customer service platform, partnering with operations and customer service teams to set the vision and develop the roadmap for the platform.

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

Requirements:

• 8+ years in product management, with significant experience in customer service organizations
• Expertise in core service operations: case management, contact routing, workforce tools, and analytics
• Proven ability to reduce contact volume through automation/AI and improve operational efficiency
• Strong business modeling and requirements elicitation skills, with data-driven hypothesis development
• Experience designing and implementing new customer service systems
• 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
• Strong teamwork and collaboration skills; you're happy spending much of your day collaborating with team members in different functional areas
• Ideally, proven experience integrating systems with the Salesforce platform