Data Product Manager, CCO; Remote

ez Cater 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, ez Cater 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. ez Cater also enables companies to manage their food spend in a single, customizable platform.

For restaurant partners, ez Cater 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, Soft Bank, and Quadrille.

ez Cater 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.

• 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, W /M  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, road‑mapping, 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.

• 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…