Product Manager, Customer Experience

Macmillan • ,

9d • $89,000 - $115,000 • Remote

About The Position

The Product Manager, Customer Experience drives the vision, planning, and execution of digital touchpoints serving educators, students, and support teams. The role works closely with engineering, UX, customer-facing teams, and external partners to turn complex user needs and operational challenges into seamless, automated, high-value product solutions.

The position owns and prioritizes the customer experience and support product backlog in alignment with strategic business objectives and key results. It leads user and stakeholder discovery, combines qualitative and quantitative research to identify friction and validate solutions, and partners with UX and development teams to define product requirements. The Product Manager also supports sprint delivery with engineering pods, vendors, and contractors; monitors product and platform performance; investigates technical issues and data anomalies; and develops AI, Model Context Protocol (MCP), and automation capabilities such as AI agents, agent-assist tools, and smart search. The role communicates roadmap progress, risks, and measurable user impact across the organization.

Requirements

• Bachelor's degree or equivalent practical experience.
• At least 3 years of experience designing, building, and enhancing software products, including at least 2 years in product management or business analysis.
• Demonstrated experience delivering and managing AI, MCP, or automation solutions, such as AI agents, smart search, or agent-assist technologies.
• Practical experience working in Agile and Scrum development cycles, including backlog refinement, sprint planning, and release delivery.
• Working knowledge of customer experience, customer support operations, user journey funnels, and self-service platforms.
• Strong quantitative and data literacy skills, including analyzing complex datasets, using analytics tools, and presenting actionable insights visually.
• Excellent communication skills, including the ability to explain complex technical and business concepts clearly and build cross-functional consensus.
• Resilience and comfort navigating ambiguity, shifting priorities, and competing demands while keeping teams focused.

Nice To Haves

• Product management or product design experience focused on customer experience.
• Familiarity with educational technology or learning platforms.
• Professional certifications in Product Management, Agile, or Scrum, such as CSPO, PSPO, or PMC.
• Basic programming or software prototyping skills.

Responsibilities

• Own and prioritize the product backlog for customer experience and support initiatives, aligning work with strategic business objectives and key results.
• Conduct collaborative discovery with users, support teams, and stakeholders; synthesize qualitative and quantitative research to identify friction points and validate proposed solutions.
• Partner with UX and development teams to define epics, user stories, acceptance criteria, process flows, and technical specifications.
• Collaborate with cross-functional engineering pods, external technology vendors, and contractors to maintain momentum, deliver sprints on schedule, and address dependencies early.
• Monitor product and platform health against key performance indicators and investigate technical issues and data anomalies to identify root causes.
• Design, deliver, and optimize AI, MCP, and automation capabilities, including AI agents, agent-assist tools, and smart search.
• Communicate roadmap progress, emerging risks, and measurable user impact using clear data and sound business rationale.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Employee Assistance Program (EAP).
• 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.
• Bonus plan.
• 401(k) retirement plan with employer contributions.
• Education Assistance Program.
• Paid time off, sick leave, and discretionary days.
• Paid company holidays, including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level