[Hiring] Product Manager, Customer Experience @Macmillan

Role Description

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.

• 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.

Qualifications

• 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.
• Proven track record delivering and managing AI, MCP, or automation solutions (such as AI agents, smart search, or agent assist technologies).
• Practical experience executing within Agile and Scrum development cycles, including backlog refinement, sprint planning, and release delivery.
• Solid working knowledge of customer experience (CX), customer support operations, user journey funnels, and self-service platforms.
• Strong quantitative and data literacy skills, with demonstrated ability to analyze complex datasets, utilize analytics tools, and present actionable insights visually.
• Excellent communication skills with the ability to articulate complex technical and business concepts clearly and build cross-functional consensus across diverse groups.
• High resilience and comfort navigating ambiguity, shifting priorities, and competing demands while keeping teams focused and moving forward.

Requirements

• 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

• Comprehensive medical, dental, and vision coverage, an Employee Assistance Program (EAP), and 100% employer-paid life and accidental death and dismemberment (AD&D) insurance.
• Competitive base salary, bonus plan, 401(k) retirement plan with employer contributions, and an Education Assistance Program.
• 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).