Product Manager, Customer Experience

Macmillan Learning is committed to driving innovation that transforms education. The Product Manager, Customer Experience leads efforts to enhance and grow Macmillan Learning’s digital customer experience by building intuitive customer-facing user experiences and collaborating with cross-functional teams to deliver impactful solutions.

Responsibilities:

• Responsible for cataloging and synthesizing feedback from users and internal customer liaisons to manage a well organized and well informed backlog
• Evangelize the product backlog such that priorities show clear alignment to business objectives
• As needed, coordinate cross-functionally with other product managers, third-party solution partners, engineering and UX to complete multi-team initiatives and establish priority
• Define product features and communicate requirements to design, engineering, and external partner teams via clearly-written requirement documents, diagrams, and concise verbal communication
• Track and drive cross-functional product rollout outside of the product development team (Product/UX/Engineering), including coordinating with third-party solution providers, Learning Science, Marketing, Sales, and Customer Experience teams to facilitate successful product use
• Assess, measure, and present the impact of their team’s work directly to stakeholders and external partners, quantifying the value of their progress, and evaluating or recommending possible courses of action
• Establish and maintain internal partner relationships aligned with evaluating viability and supporting implementation through launch efforts

Requirements:

• Bachelor's Degree
• 3+ years' experience designing, building new, and enhancing existing products
• 2+ years' product management or business analyst experience
• Demonstrated ability to exert influence and deliver on capabilities without having direct control over all participating resources
• Entrepreneurial drive and demonstrated ability to achieve goals in a fast-paced environment
• Knowledgeable about customer experience, customer support, customer funnel, self-service
• Problem solving, organizational, and analytical skills
• Excellent ability to communicate complex information orally and in writing to a variety of stakeholders
• Experience building trust and collaboration through excellent interpersonal skills
• Strong technical abilities
• Flexible and willing to work as a team member doing whatever it takes to release an exceptional product
• Exceptional customer relationship skills
• Strong quantitative and data analysis skills
• Self-motivated, curious, and comfortable with taking initiative
• Demonstrated success in product strategy and execution
• Knowledgeable about leveraging AI and automation for customer experience
• Product management or product design experience with a focus on higher education
• Success delivering and managing AI and automation solutions for customer experience, e.g. AI agents, chatbots, search, etc
• A passion for EdTech, teaching, learning, or another role
• Product Management, Agile Scrum, Agile certification
• Solid product management experience with a track record of creating innovative software/mobile applications
• Programming or prototyping experience a plus, agile experience preferred