Director of Product, Customer Experience

Art of Problem Solving•San Diego, CA

5d•Hybrid

About The Position

Art of Problem Solving is seeking a Director of Product, Customer Experience to lead and evolve the end-to-end journey for families, from discovery through enrollment and ongoing engagement. This role sits at the intersection of customer experience, marketing, and operations. You'll be responsible for shaping a clear, cohesive, and high-quality journey across our digital and operational touchpoints, ensuring families can easily understand, access, and continue within the AoPS ecosystem. You will lead a team of product managers and work closely with design, engineering, operations, and academic teams. This is a highly cross-functional leadership role that requires strong product judgment, systems thinking, and the ability to drive alignment across a complex set of stakeholders.

Requirements

Proven product leadership experience owning complex, cross-functional product areas with meaningful business and user impact
Ability to operate at multiple levels, setting strategy while staying close enough to the work to provide concrete guidance and make high-quality decisions
Strong product judgment, with a focus on clarity, user experience, and long-term value over short-term optimization
Experience leading and developing product managers, with a track record of raising the bar on team performance and thinking
Systems thinker who can navigate and simplify complex, interdependent workflows across product, operations, and technology
Proven ability to align diverse stakeholders and drive decisions in ambiguous, high-dependency environments
Data-informed mindset, with experience defining metrics and using them to guide prioritization and evaluate impact
Experience working on products at the intersection of growth and operations, including customer journeys that span discovery, conversion, and ongoing engagement
Familiarity with CRM and marketing technology ecosystems, and how they support both user experience and operational workflows
Deep alignment with AoPS's mission and a personal interest in education, learning, or developing strong problem solvers

Responsibilities

Design and evolve the customer experience to support strong student outcomes, helping families find the right pathways and enabling parents to effectively support their students
Own product strategy and execution for the end-to-end customer journey (discovery → enrollment → engagement → retention), translating company goals into clear roadmaps and measurable outcomes
Lead and coach a team of product managers, raising the bar on product thinking, execution, and impact
Drive clarity and simplification across the customer experience, improving conversion, activation, retention, and overall usability
Partner closely with Design and Engineering to deliver cohesive, high-quality experiences across digital and operational touchpoints
Lead complex, cross-functional initiatives, aligning teams and driving key product decisions to delivery
Establish and evolve core product metrics, using data to inform priorities, evaluate impact, and guide iteration