Sr. Product Manager - Customer Delivery Platforms

ACS • Washington, DC

1d • Hybrid

About The Position

We are seeking a Sr. Product Manager to lead the development of product vision and strategic priorities for customer delivery platforms. This role involves stewarding the multi-quarter roadmap, translating strategy into actionable initiatives, and identifying emerging customer needs to drive new delivery models and platform capabilities. You will be responsible for improving customer-facing platform experiences by analyzing data, feedback, and support trends, and collaborating with UX, design, and technology teams to deliver intuitive and reliable experiences. You will also partner with engineering and architecture teams on platform capabilities and technical enablers, acting as a technically fluent product leader. Additionally, you will manage stakeholder relationships across various departments, work with vendors and external partners, and communicate roadmap progress and risks. The role requires defining and monitoring key performance indicators (KPIs) to measure success and drive continuous improvement. This role can be based in our Washington, D.C. office or Columbus, OH offices.

Requirements

• Product vision and strategic priorities for customer delivery platforms
• Stakeholder insight, customer behavior, and industry direction
• Multi-quarter roadmap stewardship
• Sequenced, measurable initiatives
• Near-term platform improvements and long-term delivery platform strategy
• Emerging customer needs, usage patterns, and market opportunities
• New delivery models, content packaging approaches, and platform capabilities
• Customer-facing platform experiences
• Analytics, feedback, and support trends
• UX, design, and technology teams collaboration
• Intuitive, accessible, and reliable platform experiences
• Platform capabilities, integrations, and technical enablers
• Customer experience and business goals
• Technically fluent product leader
• Discuss APIs, authentication, analytics instrumentation, and performance
• Stakeholder alignment across sales, marketing, operations, editorial strategy, customer support, and technology teams
• Vendor and external partner management
• Roadmap progress, decisions, tradeoffs, and risks communication
• KPI definition and monitoring (discoverability, access success, engagement, platform performance, support trends, adoption of new capabilities)
• Evidence-based refinement of priorities and outcomes

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.

Benefits

• paid vacation leave
• paid sick leave
• paid holidays
• health insurance
• flexible spending account or health care savings account
• dental insurance
• life insurance
• vision insurance
• retirement benefits
• short- and long-term disability
• 4-week work from anywhere

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees