Data Product Manager, CCO (Remote) at Ezcaterinc

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. ezCater values technology, and particularly data, as a differentiator and a key component of our success. It powers everything we do. As we roll out our new Customer Service Agent Experience (CCO) pillar and modern CCaaS stack, we’re hiring a Data Product Manager within the Enterprise Data pillar to lead the data products that power world‑class customer support. This role sits in our Enterprise Data (Architecture, Governance, Services) pillar on the Data Activation > Product / Growth / CCO horizontal service, partnering closely with CCO product, operations, and engineering leaders to define how we measure support outcomes, connect our platforms, and ship trusted, actionable data into the tools agents and leaders rely on every day. What You'll Do: • Identify Value: Partner with CCO pillar leaders, Customer Service Operations, and Data Engineering to understand how we define an “effortless, empathetic, and consistently excellent” support experience, and translate that into a clear data vision, metrics, and use cases (e.g., total agent time per order, CS cost as % of revenue, CSAT, self‑service and deflection, first contact resolution, and contact‑per‑order guardrails). • Bridge Gaps: Convert CCO business needs into actionable data product requirements by mapping how customer, order, ticket, and interaction data flows across our CCaaS platform, Salesforce Service Cloud, internal CS tooling, and the Enterprise Data Hub, and ensuring we have robust models for agents, contacts, queues, channels, and workflows. • Build a CCO Data Roadmap: Develop and maintain a multi‑quarter data roadmap for the Customer Service Agent Experience pillar, balancing foundational work (canonical schemas, data quality, lineage, SLAs) with high‑leverage use cases such as operational dashboards, WBR/MBR reporting, performance scorecards, forecasting inputs, and data powering in‑product support experiences and automations. • Coordinate: Facilitate cross‑functional development of key CCO data assets by coordinating the teams that produce, shape, and consume them — including Data Engineering, CCO tech (CCaaS and Service Cloud integrations), Analytics, Finance, and partner Product pillars — to align on definitions, ownership boundaries, and delivery plans. • Deliver: Work with your partner teams to deliver data features on your roadmap — from new subject‑area marts and metrics layers to data contracts and ELT pipelines — and communicate status, tradeoffs, and expected impact to CCO, Enterprise Data, and Technology leadership. • Increase Adoption & Track Value: Treat CCO data as a product. Lead user acceptance testing with CS operations, team leads, and analysts, drive adoption of self-serve data products, and measure the impact of your work on stakeholder satisfaction, on‑time delivery, data quality, and adoption, as well as on the pillar’s core outcome metrics. • Own It End‑to‑end: Own value discovery, requirements, feature prioritization, roadmapping, stakeholder coordination, UAT, documentation, and adoption tracking for the CCO‑focused data products you own. Be the authoritative expert on how support data is modeled and activated, resolving questions and inconsistencies by tracing lineage across systems and ensuring a single source of truth for CCO metrics and reporting. What you have: • 2+ years of experience as an owner of Data or Analytics Products, with direct Data Product Management experience strongly preferred; experience with customer service, CX, or other operational analytics products is a plus. • 3+ years of experience working in or directly with Data Engineering or Analytics teams, ideally including exposure to operational data from systems like CCaaS platforms, CRM/Service Cloud, or ticketing tools. • A data analytics background with a demonstrated ability to work collaboratively with business and engineering partners — especially operations and support teams — to translate business needs into data products that drive measurable improvements in outcomes. • Experience with data warehousing, data lakes, ELT processes, and enterprise data platforms such as Snowflake, Redshift, or BigQuery, with strong proficiency in SQL to explore, validate, and define requirements for support‑related data. • Strong communication skills, with the ability to explain technical concepts and tradeoffs to non‑technical audiences (e.g., CS leaders and frontline managers) and work seamlessly with Engineering and Analytics groups; a track record of developing complex multi‑quarter product plans that align business and engineering priorities. • Project delivery skills, including the ability to partner with scrum teams to translate roadmap priorities into epics and stories, and to track progress and risks into credible delivery timelines based on team velocity. • Experience with SQL and BI tools such as Tableau, Sigma, or Looker to analyze data, build prototypes, and define or validate CCO dashboards, reports, and KPIs. • Experience with Agile software development tools such as Jira and collaboration tools such as Confluence, Monday, or Productboard. • A disposition that is friendly, flexible, and pragmatic, with a strong bias toward action and the desire to learn something new every day, navigate ambiguity in a new Pillars & PODs model, and continue to grow as a data product leader. The national total target cash compensation range for this position, including base salary and bonus target, is $133,000–$174,000 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! ezCater does not sponsor applicants for work visas or legal permanent residence. What You’ll Get from Us: You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony. Oh, and you’ll get all this: 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, and knowing that you helped transform the food for work space. ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones. Following a conditional offer of employment, ezCater may require a background check. For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy. #BI-Remote