Product Manager, Customer Experience

Macmillan Learning is hiring a Product Manager, Customer Experience to shape and deliver digital experiences for educators, students, and support teams. The role leads product strategy and execution, including discovery, requirements, sprint delivery, performance investigation, and AI and automation solutions.

Responsibilities:

• Own and prioritize the product backlog for customer experience and support initiatives, aligning work directly with strategic business objectives and key results
• Conduct collaborative discovery with users, support teams, and stakeholders, synthesizing qualitative and quantitative research to uncover friction points and validate proposed solutions
• Partner with UX and development teams to define clear product requirements, including epics, user stories, acceptance criteria, process flows, and technical specifications
• Collaborate with cross-functional engineering pods, external technology vendors, and contractors to maintain momentum, deliver sprints on schedule, and unblock dependencies early
• Monitor product and platform health against key performance indicators, independently investigating technical issues and data anomalies to identify root causes
• Design, deliver, and optimize AI, Model Context Protocol (MCP), and automation capabilities such as AI agents, agent assist tools, and smart search
• Communicate roadmap progress, emerging risks, and measurable user impact across organizational levels using clear data and sound business rationale

Requirements:

• 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
• 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