Product Manager, Customer Experience

Macmillan

. Drive the vision, planning, and execution for digital touchpoints supporting educators, students, and support teams .

Posted 10/31/2026full-timeRemote • United StatesMid-LevelSenior💰 $89,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in product management and customer experience, with a strong focus on delivering AI and automation solutions. Proficient in Agile methodologies and capable of synthesizing data insights to drive product strategy and execution.

Highest-signal resume keywords

Product ManagementAI Solutions DeliveryAgile MethodologiesCustomer Experience (CX)Data Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software Product DesignBacklog RefinementSprint PlanningUser Journey AnalysisAutomation CapabilitiesTechnical SpecificationsAcceptance CriteriaProcess FlowsQuantitative ResearchData Literacy

Soft Skills

Cross-Functional CommunicationProblem-SolvingResilienceConsensus BuildingAdaptability

Tools & Technologies

Analytics ToolsAI AgentsAgent Assist ToolsSmart SearchModel Context Protocol (MCP)

Certifications & Qualifications

Product Management CertificationAgile CertificationScrum CertificationCSPOPSPOPMC

Industry Keywords

Educational Technology (EdTech)Customer Support OperationsSelf-Service PlatformsUser Experience (UX)Stakeholder Discovery

About the role

Key responsibilities & impact

Drive the vision, planning, and execution for digital touchpoints supporting educators, students, and support teams
Own and prioritize the product backlog for customer experience and support initiatives
Align product work with strategic business objectives and key results
Conduct user and stakeholder discovery with users, support teams, and stakeholders
Synthesize qualitative and quantitative research to uncover friction points and validate solutions
Partner with UX and development teams to define epics, user stories, acceptance criteria, process flows, and technical specifications
Collaborate with engineering pods, external technology vendors, and contractors to deliver sprints on schedule
Unblock dependencies early and maintain delivery momentum
Monitor product and platform health against key performance indicators
Investigate technical issues and data anomalies to identify root causes
Design, deliver, and optimize AI, Model Context Protocol (MCP), and automation capabilities, including AI agents, agent assist tools, and smart search
Communicate roadmap progress, emerging risks, and measurable user impact across organizational levels

Requirements

What you’ll need

Bachelor's degree or equivalent practical experience
3+ years designing, building, and enhancing software products
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
Ability to analyze complex datasets, utilize analytics tools, and present actionable insights visually
Ability to articulate complex technical and business concepts clearly and build cross-functional consensus
High resilience and comfort navigating ambiguity, shifting priorities, and competing demands
Nice to have: Product management or product design experience focused on CX
Nice to have: Familiarity with educational technology (EdTech) or learning platforms
Nice to have: Professional certifications in Product Management, Agile, or Scrum, such as CSPO, PSPO, or PMC
Nice to have: Basic programming or software prototyping skills

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage
Employee Assistance Program (EAP)
100% employer-paid life and accidental death and dismemberment (AD&D) insurance
Bonus plan
401(k) retirement plan with employer contributions
Education Assistance Program
Generous paid time off
Sick leave
Discretionary days
Paid company holidays, including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination