Product Manager, Customer Experience

Description

Location: Remote

Salary Range: $89,000 – $115,000 / year + Bonus

Job Type: Full-time

As a Product Manager, Customer Experience, you will drive the vision, planning, and execution for digital touchpoints that support educators, students, and support teams. You will collaborate closely with engineering, UX, customer-facing teams, and external partners to translate complex user needs and operational challenges into seamless, automated, and high-value product solutions.

What You'll Do

• Own Backlog & Strategy: Own and prioritize the product backlog for customer experience and support initiatives, aligning work directly with strategic business objectives and key results.

• Lead User & Stakeholder Discovery: Conduct collaborative discovery with users, support teams, and stakeholders, synthesizing qualitative and quantitative research to uncover friction points and validate proposed solutions.

• Define Requirements: Partner with UX and development teams to define clear product requirements, including epics, user stories, acceptance criteria, process flows, and technical specifications.

• Drive Sprint Execution: Collaborate with cross-functional engineering pods, external technology vendors, and contractors to maintain momentum, deliver sprints on schedule, and unblock dependencies early.

• Optimize Performance & Investigate Issues: Monitor product and platform health against key performance indicators, independently investigating technical issues and data anomalies to identify root causes.

• Innovate with AI & Automation: Design, deliver, and optimize AI, Model Context Protocol (MCP), and automation capabilities such as AI agents, agent assist tools, and smart search.

• Advocate & Report Progress: Communicate roadmap progress, emerging risks, and measurable user impact across organizational levels using clear data and sound business rationale.

What You'll Bring

• Education & Core Experience: Bachelor's degree or equivalent practical experience; 3+ years designing, building, and enhancing software products, with at least 2 years in product management or business analysis.

• AI & Automation Background: Proven track record delivering and managing AI, MCP, or automation solutions (such as AI agents, smart search, or agent assist technologies).

• Agile Fluency: Practical experience executing within Agile and Scrum development cycles, including backlog refinement, sprint planning, and release delivery.

• Domain Knowledge: Solid working knowledge of customer experience (CX), customer support operations, user journey funnels, and self-service platforms.

• Analytical & Data Skills: Strong quantitative and data literacy skills, with demonstrated ability to analyze complex datasets, utilize analytics tools, and present actionable insights visually.

• Stakeholder Alignment: Excellent communication skills with the ability to articulate complex technical and business concepts clearly and build cross-functional consensus across diverse groups.

• Adaptability & Resilience: High resilience and comfort navigating ambiguity, shifting priorities, and competing demands while keeping teams focused and moving forward.

Nice to Have: Product management or product design experience with a dedicated focus on customer experience (CX); familiarity with educational technology (EdTech) or learning platforms; professional certifications in Product Management, Agile, or Scrum (e.g., CSPO, PSPO, PMC); basic programming or software prototyping skills.

Benefits Statement

Benefits begin on your date of hire for regular full-time and qualifying part-time employees and their eligible dependents (with health coverage extended to qualifying domestic partners):

• Your Health & Well-Being: Comprehensive medical, dental, and vision coverage, an Employee Assistance Program (EAP), and 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.

• Your Financial Future & Development: Competitive base salary, bonus plan, 401(k) retirement plan with employer contributions, and an Education Assistance Program.

• Your Time Away: Generous paid time off, sick leave, discretionary days, and paid company holidays (including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination).

At Macmillan Learning, we're committed to driving innovation that transforms education. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. Macmillan Learning is a privately held, family-owned digital learning company that inspires what’s possible for every learner.

We are an Equal Opportunity Employer. We actively seek candidates who reflect a wide range of identities, experiences, and communities, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status, geographical background, or any other characteristic protected by federal, state, or local law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.