Product Manager, Customer Experience
Macmillan
OtherFull TimeFrom $89k
- Location
- United States (Remote)
- Posted
- October 30, 2026
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Sign inJob Description
Location
Remote
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.
Responsibilities
- 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.
Qualifications
- 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.
Nice to Have
- 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
Compensation and Benefits
- Competitive base salary with bonus plan
- Comprehensive medical, dental, and vision coverage
- Employee Assistance Program (EAP)
- 100% employer-paid life and accidental death and dismemberment (AD&D) insurance
- 401(k) retirement plan with employer contributions
- Education Assistance Program
- Generous paid time off, sick leave, discretionary days, and paid company holidays (including Juneteenth, Indigenous Peoples' Day, and the International Day for the Elimination of Racial Discrimination)
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).
