Principal Product Manager, ezCater
Customer Service Platform
$206-276k
OTE
Salary inclusive of bonus target; + stock options
More information about location
Online marketplace for business catering
Job no longer available
Online marketplace for business catering
501-1000 employees
Job no longer available
$206-276k
OTE
Salary inclusive of bonus target; + stock options
More information about location
501-1000 employees
Company mission
To provide businesses with access to high-quality and fast corporate catering, 24/7.
Role
Who you are
- 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
- Ideally, proven experience 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
- Strong teamwork and collaboration skills; you’re happy spending much of your day collaborating with team members in different functional areas
What the job involves
- 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
- 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
Application process
- 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!
Our take
ezCater is an online marketplace app that provides catering options for businesses, working with food providers who enter their menus onto the app for customers to browse. ezCater sends each store its orders and handles customer service while the food providers fulfil the orders.
ezCater profits by charging a small commission on all orders that restaurants fulfil. The company counts JLL, RingCentral and the San Francisco 49ers among its customers. It previously fuelled expansion through acquisitions such as online catering platform GoCater in 2018 and MonkeySoft Solutions in 2019.
ezCater has enjoyed strong growth so far, in part by focusing on meal deliveries to a growing hybrid workforce as an employee benefit. It has been eyeing an IPO for some time, though these plans are yet to come to fruition. In the meantime, it has continued to develop its technology and unveiled a new supplier diversity program to uplift small businesses owned by underrepresented groups.
Steph
Company Specialist at Welcome to the Jungle
Insights
26% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2021
$100m
SERIES D
Apr 2019
$150m
SERIES D
Total funding: $433.9m
Company benefits
- Unlimited Vacation
- Stock Options
- Medical & Dental Insurance
- Subsidized MBTA Passes
- 401k Match
- Stocked Kitchen
- Company Outings
- Parental Leave
- Cupcakes
Company HQ
Financial District, Boston, MA
Leadership
Stefania Mallett
(Co-Founder & Director)Former CEO of the company. Studied at MIT before spending 20 years in leadership positions at firms including IntraNet, Taskmail, More than Words, and InSite Marketing Technology.
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