Principal Product Manager, Customer Service (Remote)

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.

What You'll Do:

• 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.

What You Have:

• 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.

The national total target cash compensation range for this position, including base salary and bonus target, is $206,000 - $276,000 annually.*

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!