Product Manager, Sales & Customer Experience

We are hiring a Product Manager to join EF's Student Tours business focused on Sales & Customer Experience. In this role, you will lead initiatives towards outcomes within tour products that empower our people to serve our customers and fulfill our mission.

You’ll work across the full customer lifecycle—from sales acquisition through post-sale experience (supporting relationship management pre, on and post-tour). You need to understand how the customer journey evolves from prospect to advocate, and help design systems that support each phase. This role is ideal for someone energized by internal workflows, complex stakeholder alignment, and navigating ambiguity in service of meaningful impact to customer experiences.

We’re looking for a strong communicator and structured thinker who excels at guiding groups through decision-making, building trust, and driving change—especially in environments where processes and ownership evolve rapidly.

• Define and drive product direction
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  Own vision and product strategy (including roadmaps) for segments of the customer journey across sales and service, and its connection to operations teams globally
• Lead discovery in ambiguous spaces
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  Conduct product discovery for emerging problem areas, defining both the right problem and the optimal solution path
• Collaborate cross-functionally: Partner with Engineering, Product Design, and business stakeholders to prioritize and deliver solutions that drive outcomes
• Manage execution
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  Ensure clear requirements, team engagement, and smooth execution for each initiative in pursuit of a successful launch and hypercare period
• Navigate and build bridges: Capably manage conflicting stakeholder priorities (e.g., Sales wants speed, Operations wants standardization, Marketing wants brand consistency). Build coalitions, make tradeoffs transparent, and drive decisions even when consensus isn't possible
• Communicate with clarity
  :
  Align strategy, progress, tradeoffs, and results with stakeholders and leadership in a way that builds trust and momentum
• Drive data-informed decisions: Support experimentation and measurement where appropriate; use data to guide prioritization and validate outcomes
• Own initiatives end-to-end: for 3-6 month cycles—from discovery through delivery and hypercare—then transition to tackle the next high-priority customer sub-journey. You’ll build deep expertise in Sales & Service while hopping on new challenges within the space.

• 3-5 years of product management experience working on sales & customer experience tech stack (particularly sales enablement, CRM, service operations, or workflow tools)
• Demonstrated expertise applying frameworks to solve for ambiguous problems (e.g. Jobs to Be Done, User Story Mapping, and Opportunity Solution Trees) to uncover root problems and drive alignment
• Skilled at stakeholder management across multiple functions and levels of the organization
• Analytical mindset with experience using data and experimentation to guide decisions
• Highly action-oriented with a track record‑of driving change in complex environments
• Excellent communication, facilitation, and collaboration skills
• Experience with CRM platforms (Salesforce preferred) and comfort working with legacy system constraints and migration and modernization scenarios
• Ability to think in systems and data models—you understand how objects, fields, and workflows connect across platforms (e.g. website to Salesforce)
• Nice-to-have: experience with service design (creating cohesive experiences aligning customer facing to internal workflows)

• You are looking to make mission-driven impact; the tools you build directly enable teams to create life-changing travel experiences for students. You'll see direct impact in experience scores, conversion rates, and student and teacher testimonials.
• You are comfortable shifting to new problem spaces regularly
• You can navigate environments where processes, ownership, and priorities evolve
• You value collaboration and believe strong relationships are core to building successful products
• You understand success requires both strategic thinking and getting into the weeds