Product Manager, Service Experience Platform

Vertex Education•Chandler, AZ

About The Position

Vertex Education is seeking a Product Manager to champion the school client experience for their Vertex Hub, a centralized digital platform for school engagement. This role involves translating stakeholder needs into a focused roadmap, balancing cross-functional priorities, and ensuring an intuitive client experience. The Vertex Hub serves as the primary engagement channel between schools and Vertex service teams, consolidating service requests, workflows, communication, and visibility. The Product Manager will work closely with service line leaders and executive stakeholders to align product decisions with operational, technological, and client experience goals.

Requirements

Proven experience in a product management role, taking software features from concept to launch.
Demonstrated ability to champion the end-user, using client feedback, user research, and data to inform product decisions.
Experience defining and implementing product development processes, including feature intake, prioritization, and backlog management.
Strong facilitation skills with experience managing requirements and competing priorities from multiple senior stakeholders.
Hands-on experience managing product backlogs and writing user stories in a project management tool like Asana or Jira.
Practical fluency using generative AI tools to accelerate the creation of product artifacts like user stories and acceptance criteria.
Excellent communication and interpersonal skills, with the ability to articulate the 'why' behind product decisions to a variety of audiences.

Nice To Haves

Experience working on B2B software, internal tools, or client-facing service platforms.
Direct experience leading change management initiatives to drive adoption of new software and processes with internal teams.
Familiarity with user analytics and prototyping tools such as FullStory and Figma.
Experience building product management practices from an early stage in a new team or startup environment.
Experience serving as a point of contact for external technology vendors or integration partners.

Responsibilities

Translate stakeholder needs, client feedback, and user analytics into clear feature requirements, user stories, and acceptance criteria.
Champion a user-centric approach by creating wireframes and prototypes to validate design concepts.
Act as the voice of the school client, grounding prioritization decisions in user value and experience simplicity.
Maintain clear product documentation, including feature specifications and process flows.
Develop and maintain the product roadmap, managing the intake and prioritization of feature requests from multiple service lines.
Facilitate prioritization meetings with service leaders, using objective scoring models to build consensus.
Manage the sprint planning process, ensuring a clear and committed set of priorities and a well-groomed backlog.
Prepare and present roadmap updates and scope change proposals to leadership.
Design and refine the operating system for moving ideas from request to shipped value.
Establish lightweight but disciplined intake, discovery, sprint, and release practices.
Lead sprint planning, reviews, and retrospectives with a focus on throughput, dependency management, and continuous improvement.
Break large initiatives into shippable increments for early value delivery and rapid learning.
Leverage generative AI tools to accelerate creation of user stories, acceptance criteria, and related artifacts.
Serve as the primary point of contact for internal service teams regarding platform capabilities, feature requests, and release timelines.
Develop and execute communication plans for all platform updates.
Partner with service leaders to create training materials and lead change management efforts for new features.
Act as the primary contact for external technology vendors and integration partners, managing relationships and technical requirements.