Data Product Manager, CCO (Remote)

reputed company is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants reputed company. For workplaces, reputed company provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, reputed company backed by 24/7 customer service with reputed company humans. reputed company also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, reputed company helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including reputed company, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. reputed company values technology, and particularly data, as a differentiator and a key component of our reputed company. 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 reputed company the reputed company Data pillar to reputed company the data products that power world‑class customer support. This role sits in our reputed company 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 reputed company, metrics, and use cases (e.g., total agent time per order, CS cost as % of reputed company, CSAT, self‑service and deflection, first contact resolution, and contact‑per‑order guardrails).
• reputed company Gaps: Convert CCO business needs into actionable data product requirements by mapping how customer, order, ticket, and interaction data flows across our CCaaS platform, reputed company Service reputed company, internal CS tooling, and the reputed company Data Hub, and ensuring we have robust models for agents, contacts, queues, channels, and workflows.
• Build a CCO Data Roadmap: reputed company and maintain a multi‑quarter data roadmap for the Customer Service Agent Experience pillar, balancing foundational work (reputed company schemas, data quality, reputed company, SLAs) with high‑reputed company 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 reputed company 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 reputed company and ELT pipelines — and communicate status, tradeoffs, and expected impact to CCO, reputed company Data, and Technology leadership.
• Increase Adoption & Track Value: Treat CCO data as a product. reputed company 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 reputed company across systems and ensuring a single reputed company of truth for CCO metrics and reporting. What you have:
• 2+ years of experience as an reputed company 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 reputed company, 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 reputed company data platforms such as reputed company, Redshift, or BigQuery, with strong proficiency in SQL to explore, validate, and define requirements for support‑reputed company data.
• Strong communication skills, with the ability to explain technical concepts and tradeoff

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