Data Product Manager (Customer Service)

TL;DR

Data Product Manager (Customer Service): Defining and optimizing data products for world-class customer support with an accent on measuring support outcomes, connecting platforms, and delivering actionable data. Focus on building multi-quarter data roadmaps, coordinating cross-functional teams, and ensuring data quality and adoption for CCO metrics.

Location: Remote-hybrid from Boston, MA or home. Must be based in the US and have US work authorization.

Salary: $133,000–$174,000 annually.

Company

hirify.global is the leading food for work technology company in the US, connecting workplaces to over 100,000 restaurants nationwide.

What you will do

• Identify value and translate customer support experience into a clear data vision, metrics, and use cases.
• Convert business needs into actionable data product requirements, mapping data flow across platforms like CCaaS and Salesforce Service Cloud.
• Develop and maintain a multi-quarter data roadmap for the Customer Service Agent Experience pillar.
• Coordinate cross-functional development of CCO data assets with Data Engineering, CCO tech, Analytics, and Finance.
• Deliver data features, including subject-area marts, metrics layers, data contracts, and ELT pipelines.
• Lead user acceptance testing, drive adoption of self-serve data products, and measure impact on stakeholder satisfaction and data quality.

Requirements

• 2+ years of experience as an owner of Data or Analytics Products.
• 3+ years of experience working with Data Engineering or Analytics teams, with exposure to operational data from CCaaS, CRM/Service Cloud, or ticketing tools.
• Proficiency in SQL and experience with data warehousing, data lakes, ELT processes, and enterprise data platforms (Snowflake, Redshift, BigQuery).
• Strong communication skills to explain technical concepts and tradeoffs to non-technical audiences.
• Project delivery skills, including translating roadmap priorities into epics and stories, and tracking progress.
• Experience with BI tools (Tableau, Sigma, Looker) and Agile software development tools (Jira, Confluence).

Culture & Benefits

• Market competitive salary and stock options.
• 12 paid holidays and flexible PTO.
• 401K with hirify.global match, health/dental/FSA, long-term disability, mental health and family planning resources.
• Remote-hybrid work model, allowing work from Boston office, home, or a mixture.
• Opportunities for career growth in an innovative, high-performing environment.
• Values work/life harmony and provides responsibility and autonomy.