Senior Product Manager, Student Support Services

🕒 vor 1 Tag

🇺🇸 Vereinigte Staaten – Remote

💵 $160.000 - $175.000 / Jahr

⏰ Vollzeit

🟠 Senior

✅ Produktmanager

👻 Geisterscore 0%

Was es bedeutet: die Wahrscheinlichkeit, dass für diese Stelle niemand wirklich einstellt.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Warum dieser Wert:

• Seit 1 Tag offen.
• Stellen bei diesem Unternehmen werden meist in 21 Tagen besetzt.

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Encoura

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

💼 Beratung

📣 Marketing

📚 Bildung

Consulting • Marketing • Education

Encoura ist ein Anbieter von Forschungs-, datengetriebenen SaaS-Tools und Beratungsdiensten, die Hochschulen und Universitäten dabei unterstützen, Studierende während des gesamten Lebenszyklus zu rekrutieren, einzuschreiben, zu halten und zu engagieren. Das Unternehmen bietet eine einheitliche Plattform, proprietäre Datenquellen für Studenten und Märkte (einschließlich ACT-verknüpfter Quellen), fortschrittliche Such- und KI-gestützte Engagement-Funktionen, digitale Marketingdienste und strategische Einschreibungsberatung, die von über 2. 000 Institutionen genutzt wird. Encoura konzentriert sich auf Markteinblicke, gezielte Studentensuche, Familienengagement und Trichteroptimierung, um Einschreibungs- und Bindungsergebnisse für Hochschulen zu erzielen.

Beschreibung

• Lead product strategy, roadmap, and business outcomes for Encoura’s One Stop and Help Desk offerings • Own and communicate product vision, multi-quarter roadmap, and prioritized backlog • Set product direction for Amazon Connect-based omnichannel experiences, including IVR, intelligent routing, queue management, agent workflows, integrations, reporting, workforce management, and quality assurance • Lead conversational AI strategy and delivery across voice and chat, including virtual agents, knowledge-grounded answers, automated resolutions, intent recognition, human escalation, and conversation analytics • Conduct market and customer discovery with higher education institutions, frontline agents, service operations, implementation, sales, and client success • Map end-to-end service journeys and translate unmet needs into product opportunities • Define business cases, success metrics, and performance targets; own accountability for product KPIs such as CSAT, NPS, customer effort, containment, AHT, FCR, self-service adoption, abandonment, agent productivity, and SLA performance • Use contact center analytics, speech analytics, conversational intelligence, financial/operational data, and competitive intelligence to prioritize investments and drive continuous improvement • Lead products from discovery through launch and adoption, including requirements, UX and technical decisions, scope tradeoffs, release readiness, and go-to-market enablement • Influence senior stakeholders and cross-functional teams without direct authority • Manage dependencies, delivery risks, vendor/platform relationships, and roadmap decisions • Mentor less-experienced product colleagues as appropriate • Within 1 month: assess the business, customer segments, economics, workflows, roadmap, Amazon Connect architecture, AI capabilities, partner dependencies, and operational scorecard; establish relationships and identify risks and opportunities • Within 3 months: present a portfolio assessment, prioritized roadmap, outcome framework, align leaders on priorities and tradeoffs, and lead an initial high-value initiative • Within 6 months: execute against product KPIs, deliver a material portfolio enhancement, advance voice/chat AI and self-service strategy, and establish repeatable discovery, roadmap governance, and post-launch optimization processes

🎯 Anforderungen

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field, or equivalent practical experience • Typically 5+ years of relevant experience, including significant ownership of SaaS or technology product strategy and delivery • Prior experience with contact center platforms, customer service technology, or managed service-enabled products strongly preferred • Deep understanding of contact center operations and service delivery, including omnichannel engagement, IVR, routing and queues, workforce management (WFM), quality assurance (QA), service-level agreements (SLAs), and reporting/analytics • Hands-on product experience with Amazon Connect (AWS Connect) or a comparable cloud contact center platform • Ability to make informed decisions about platform capabilities, integrations, vendor dependencies, architectural constraints, and total cost of ownership • Experience launching or scaling conversational AI, chatbots, voice assistants, or automated self-service • Understanding of knowledge management, speech analytics, conversational intelligence, agent handoffs, AI evaluation, and responsible deployment • Proven ability to define and improve measurable product and operational outcomes, including CSAT, NPS, customer effort, containment, AHT, FCR, self-service adoption, abandonment, agent productivity, and service quality • Strong product leadership skills in discovery, market assessment, strategy, business cases, roadmap prioritization, agile execution, stakeholder influence, and written and executive-level communication • Comfortable using Jira, Confluence, and analytics tools • Sound commercial and technical judgment; ability to work independently through ambiguity, challenge assumptions constructively, negotiate tradeoffs, and align diverse teams around outcomes • Experience in higher education or EdTech is a plus • Successful candidates must complete and pass CLEAR™ identity verification as part of pre-employment screening • Must be eligible to work in the U.S.

🏖️ Vorteile

• Variable compensation may be available in addition to base salary • Health insurance • Retirement contributions • Paid time off • Other programs supporting employee well-being • Reasonable accommodations for applicants with disabilities and disabled veterans

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