Product Manager, Customer Experience

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.

• 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.

• 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.

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 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…