Sr. Product Manager - Customer Delivery Platforms

CAS•Columbus, DC

4h•Hybrid

About The Position

This role is for a Sr. Product Manager focused on customer delivery platforms. The position involves leading the development of product vision and strategic priorities, stewarding the multi-quarter roadmap, and translating customer needs into new delivery models and platform capabilities. Key aspects include improving customer-facing platform experiences through analytics and feedback, partnering with UX, design, and technology teams, and collaborating with engineering on platform capabilities and integrations. The role also requires building alignment across various internal teams, managing vendors, communicating progress to stakeholders, and defining and monitoring KPIs for continuous improvement.

Responsibilities

Lead the development of product vision and strategic priorities for customer delivery platforms, informed by stakeholder insight, customer behavior, and industry direction.
Steward the multi-quarter roadmap, translating strategy into sequenced, measurable initiatives that advance both near-term platform improvements and long-term delivery platform strategy.
Translate emerging customer needs, usage patterns, and market opportunities into new delivery models, content packaging approaches, and platform capabilities.
Improve customer‑facing platform experiences by identifying friction points and opportunities through analytics, feedback, and support trends.
Partner with UX, design, and technology teams to deliver intuitive, accessible, and reliable platform experiences.
Partner with engineering and architecture teams on platform capabilities, integrations, and technical enablers needed to support customer experience and business goals.
Act as a technically fluent product leader, able to discuss APIs, authentication, analytics instrumentation, and performance without serving as the technical owner.
Build alignment across sales, marketing, operations, editorial strategy, customer support, and technology teams.
Work with vendors and external partners to evaluate capabilities, manage priorities, and support effective delivery.
Communicate roadmap progress, decisions, tradeoffs, and risks clearly to stakeholders and leadership.
Define and monitor KPIs such as discoverability, access success, engagement, platform performance, support trends, and adoption of new capabilities.
Use evidence from launches, pilots, and operational results to refine priorities and improve outcomes over time.