Product Manager, CookUnity
Customer Experience
Ready-meal delivery marketplace
Job no longer available
Ready-meal delivery marketplace
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To empower chefs everywhere to nourish the world through our shared love of great food.
Role
Who you are
- This is a senior, high-impact role requiring a combination of strategic vision, customer obsession, product and technology expertise, and the ability to leverage AI as a core tool for automation, personalization, and customer delight
- 5–8+ years in Product Management, ideally focused on CX, Customer Support, or Growth
- Experience launching customer-facing AI products (e.g., chatbots, personalization, NLP tools)
- Strong understanding of customer journey design, customer psychology, and user research
- Deep experience collaborating with technical teams (engineering, data science)
- Ability to use product analytics tools (e.g., Amplitude, Mixpanel, GA) to inform decisions
- Strong project management and cross-functional leadership skills
- Creative problem solver who balances customer empathy with business needs
- Passion for leveraging AI to transform customer experiences in new ways
- Bonus: Experience in fast-paced consumer tech, marketplaces, or subscription services
What the job involves
- We are seeking a Senior Product Manager, Customer Experience (CX) to design and own a world-class, AI-driven customer experience across the full lifecycle — from first touch in the funnel, through onboarding, engagement, support, and long-term retention
- You will lead the CX product strategy across surfaces (web, mobile, support channels) and will collaborate closely with Product, Growth, Engineering, Customer Support, and Data Science teams to build intelligent systems that deliver outstanding customer journeys — faster, more personal, and more seamless than ever before
- Own the Customer Experience Strategy: Define and continuously evolve a vision for best-in-class CX across the funnel, onboarding, post-purchase, and support journeys — with measurable outcomes (conversion, NPS, LTV)
- Build AI-Enhanced Journeys: Architect and deliver customer-facing AI tools (chatbots, recommendation engines, intelligent FAQ/search, personalized onboarding) to reduce friction and increase satisfaction
- Customer Journey Mapping and Optimization: Map every stage of the customer lifecycle, identify pain points, and systematically redesign experiences to eliminate friction and maximize delight
- Productize Customer Support: Transform support from reactive to proactive and AI-assisted — including automated triage, instant self-service resolutions, and human + AI blended support models
- Collaborate Cross-Functionally: Work with Engineering, Design, Customer Support, and Data Science to launch high-quality CX products and enhancements on time and at scale
- Champion Voice of the Customer (VoC): Embed customer feedback loops (CSAT, NPS, support ticket insights) into product development to inform CX priorities and improvements
- Prioritize with Data: Use quantitative and qualitative insights to define KPIs, set roadmaps, and make informed prioritization decisions
- Stay on the Cutting Edge: Proactively explore and evaluate emerging AI/ML technologies and vendors that could enhance CX, drive automation, or enable new personalization opportunities
- Key aspects:
- Customers feel understood, supported, and valued at every interaction
- Support resolution times drop significantly while CSAT/NPS increases
- AI-driven tools and experiences feel natural, helpful, and humanized — not robotic
- Funnel conversion improves through intelligent interventions and proactive guidance
- Internal support teams become more efficient through automation and better tooling
Our take
CookUnity is a meal subscription service which connects consumers with some of the country's best known chefs, including Esther Choi, Chris Ratel and Andy Mendez. Consumers can select from a menu of handcrafted meals that cater to a wide variety of palates and dietary preferences. Believing that healthy food fuels stronger communities, CookUnity contributes to an ongoing partnership and donation with the Food Bank For New York City.
The New York founded business hit the headlines for its upward trajectory in 2020, where it secured $15.5M in funding and saw an expected boost not just in demand, but in the supply of top culinary talent at a time when restaurants were struggling.
While there’s a wide world of meal plan delivery services, CookUnity has a jump on much of the competition as it’s the first service that connects such eminent chefs directly with the customer. This has allowed it to expand across much of the US, and it now prepares over 10M meals annually for its 50,000 subscribers.
With most of the urban US now covered by its service, CookUnity is moving into the next phase of its growth, expanding the range of sellers and food products on the platform, and has plans to offer family-sized portions, breakfast options and cooking classes using its existing physical and digital infrastructure. This will enable it to grow into an all-in-one meal subscription service over the coming years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2023
$47m
LATE VC
Sep 2021
$47m
SERIES B
Total funding: $119.3m
Company benefits
- Comprehensive Health, Dental & Vision Insurance
- 401(k) Plan to invest in your future
- Paid Parental Leave
- Wellness Benefit to support your physical, mental and emotional wellbeing
- Unlimited Paid Vacation & Sick Days
- 4-Week Paid Sabbatical after 5 years with us
- Compassionate leave each time the need arises
- Remote/Hybrid/On Site Options
- Employee Stock Options Plan
- Bi-annual bonus based on performance
- Planning Sessions twice a year: New York & Buenos Aires
- Spanish/English Lessons with a private coach
- Monthly CookUnity Credits to enjoy meals crafted by our creators
- Once a month in-person gatherings to fuel connection and belonging
- Chef-Led Culinary Trips to foodie destinations (twice a year)
Company HQ
Bedford-Stuyvesant, NY
Leadership
Mateo Marietti
(Co-Founder & CEO)Born on a farm in Argentina, Mateo is on a mission to make great real food available for all and a more fair and sustainable food system. He has built 10+ food brands that delivered more than 25M meals combined in the last 13 years, including SUSHIPOP and La Causa.
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