Product Manager, Sales & Customer Experience

EF Education First / Hult•Cambridge, MA

7d•$90,000 - $110,000

About The Position

We are hiring a Product Manager to join EF's Student Tours business focused on Sales & Customer Experience. In this role, you will lead initiatives towards outcomes within tour products that empower our people to serve our customers and fulfill our mission. You'll work across the full customer lifecycle—from sales acquisition through post-sale experience (supporting relationship management pre, on and post-tour). You need to understand how the customer journey evolves from prospect to advocate, and help design systems that support each phase. This role is ideal for someone energized by internal workflows, complex stakeholder alignment, and navigating ambiguity in service of meaningful impact to customer experiences. We’re looking for a strong communicator and structured thinker who excels at guiding groups through decision-making, building trust, and driving change—especially in environments where processes and ownership evolve rapidly.

Requirements

3-5 years of product management experience working on sales & customer experience tech stack (particularly sales enablement, CRM, service operations, or workflow tools)
Demonstrated expertise applying frameworks to solve for ambiguous problems (e.g. Jobs to Be Done, User Story Mapping, and Opportunity Solution Trees) to uncover root problems and drive alignment
Skilled at stakeholder management across multiple functions and levels of the organization
Analytical mindset with experience using data and experimentation to guide decisions
Highly action-oriented with a track record‑ of driving change in complex environments
Excellent communication, facilitation, and collaboration skills
Experience with CRM platforms (Salesforce preferred) and comfort working with legacy system constraints and migration and modernization scenarios
Ability to think in systems and data models—you understand how objects, fields, and workflows connect across platforms (e.g. website to Salesforce)

Nice To Haves

experience with service design (creating cohesive experiences aligning customer facing to internal workflows)

Responsibilities

Define and drive product direction: Own vision and product strategy (including roadmaps) for segments of the customer journey across sales and service, and its connection to operations teams globally
Lead discovery in ambiguous spaces: Conduct product discovery for emerging problem areas, defining both the right problem and the optimal solution path
Collaborate cross-functionally: Partner with Engineering, Product Design, and business stakeholders to prioritize and deliver solutions that drive outcomes
Manage execution: Ensure clear requirements, team engagement, and smooth execution for each initiative in pursuit of a successful launch and hypercare period
Navigate and build bridges: Capably manage conflicting stakeholder priorities (e.g., Sales wants speed, Operations wants standardization, Marketing wants brand consistency). Build coalitions, make tradeoffs transparent, and drive decisions even when consensus isn't possible
Communicate with clarity: Align strategy, progress, tradeoffs, and results with stakeholders and leadership in a way that builds trust and momentum
Drive data-informed decisions: Support experimentation and measurement where appropriate; use data to guide prioritization and validate outcomes
Own initiatives end-to-end: for 3-6 month cycles—from discovery through delivery and hypercare—then transition to tackle the next high-priority customer sub-journey. You'll build deep expertise in Sales & Service while hopping on new challenges within the space.

Benefits

Commitment to professional growth: robust monthly calendar of trainings and workshops
Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
Exciting business travel opportunities
25% company match on your 401(k) contributions
Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
Access to fertility care and family-building support
Wellness benefits including a yearly fitness reimbursement
Frequent social and learning events, including access to our employee-run resource groups
Robust Employee Assistance Program
Tenure-based sabbatical eligibility
EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
Discounts at local venues and businesses
Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from home one day a week.