Product Manager, Customer Experience

At Macmillan Learning, we're committed to driving innovation that transforms education. We seek team members who thrive on pushing boundaries, envisioning future possibilities, and building solutions that make a lasting impact. Whether you're a Pioneer shaping bold new ideas, a Builder turning possibilities into reality, or a Stabilizer optimizing for success, you'll play a vital role in advancing our mission. If you're excited by the prospect of testing new technologies, implementing transformative strategies, and thriving in a fast-paced, innovative environment, we’d love to hear from you!   
The Product Manager, Customer Experience leads the efforts to enhance and grow Macmillan Learning’s digital customer experience by determining course of action to build intuitive and empowering customer-facing user experiences that have a measurable outcomes and impact. The Product Manger, CX formulates strategies and practices, leading cross-functional teams and efforts when needed, to understand customer problems and work with design, development, customer support, and market release to deliver an impactful solution. The Product Manager, CX expresses personal ownership of the prioritization of features, expresses the view of customers during decision-making and prioritization processes, and synthesizes cross-functional input to ensure solutions brought to market are feasible, viable, and desirable. This role does not have managerial responsibilities.

We know that talented candidates sometimes hesitate to apply when they don't meet every single qualification listed. We encourage you to apply if you're excited about this role and believe you can contribute meaningfully to our team, even if your background doesn't align perfectly with every requirement. We're looking for people who are passionate about our mission and can bring valuable perspectives to our work. Different experiences, skills, and approaches all have the potential to strengthen what we do. If this opportunity interests you, we'd love to hear how your unique background and abilities could contribute to our team's success. We're committed to building a workplace where everyone can do their best work and where diverse viewpoints are valued. We encourage all qualified candidates to apply - we're excited to learn about the different ways you might add value to our organization.      

Major responsibilities include, but are not limited to:

• 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

Salary Range: $89,000 - $115,000 / year.

Exemption Status: Exempt  

Physical Requirements:  

Requires periods of close concentration; must be able to multi-task; must be able to travel occasionally; work overtime - more than 40 hours a week – regularly, as needed

The position is eligible for remote employment, excluding the following locations: Alaska, Arkansas, Hawaii, Mississippi, Nevada, South Dakota, West Virginia, Wyoming.   

Benefits   

Regular full-time and qualifying part-time employees and their dependents are eligible for Macmillan benefits, effective on the employee’s date of hire. Macmillan also offers health benefits coverage to qualifying same-sex and opposite-sex domestic partners (may require additional documentation) of active employees.    

• Competitive pay and bonus plan
• Generous Health Benefits (Medical, Dental, Vision)
• Contributions to your 401k retirement account through Fidelity 
• Generous paid time off, sick time, floating holidays, and paid holidays (Spring Reset Day , Juneteenth, Indigenous People's Day, Election Day, and more!)
• Employee Assistance Program, Education Assistance Program
• 100% employer-paid life and AD&D insurance
• And much more!

Macmillan Learning is a privately-held, family owned company that improves lives through learning. By linking research to learning practice, we develop pioneering products and learning materials for students that are highly effective and drive improved outcomes. Our engaging content is developed in partnership with the world's best researchers, educators, administrators, and developers. To learn more, please visit macmillanlearning.com or see us on Facebook, Twitter, LinkedIn or join our Macmillan Community.  Macmillan Learning is a division of the Holtzbrinck Publishing Group, a family-owned global media company headquartered in Stuttgart, Germany.      

At Macmillan Learning, we believe diverse perspectives and backgrounds enrich our mission to improve lives through learning. We actively seek candidates who reflect a wide range of identities, experiences, and communities. We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, ethnicity, national origin, sex, sexual orientation, gender, gender identity or expression, disability status, physical ability, neurodiversity, genetic information, protected veteran status, family and economic status and background, geographical status and background, or any other characteristic protected by federal, state, or local law. You can read more about our Diversity, Equity, & Inclusion initiatives here. 

The successful candidate for this position will be an employee of Bedford, Freeman & Worth Publishing Group, LLC d/b/a Macmillan Learning. Bedford Freeman & Worth Publishing Group, LLC has developed an equal opportunity compliance program in compliance with the NY Department of Education’s guidance.  Portions of the equal opportunity compliance program are available for review by applicants and employees by contacting Human Resources at Macmillan Learning.