Principal Product Manager, Customer Service (Remote)

8+ years of product management experience. Experience with marketplace and customer service. Experience designing and implementing new customer service systems. Proven track record of integrating systems with the Salesforce platform. Proven experience innovating on behalf of customers. Deep analytic ability and comfort working with data. Strong teamwork and collaboration skills.

Define the 2-year vision and strategic roadmap for a Customer Service and Operations Platform. Lead discovery and implementation of process improvements and automation opportunities. Identify and drive AI/ML use cases for agent assistance, self-service, and proactive issue resolution. Develop detailed requirements and work with teams to implement the platform. Lead cross-functional initiatives to define, prioritize, and build foundational platform capabilities. Create and monitor business outcome metrics (e.g., Cost-to-Serve, Customer Effort Score). Travel to Boston quarterly for planning and business reviews.