Senior Product Manager, Student Support Services

🕒 il y a 1 jour

🇺🇸 États-Unis – Télétravail

💵 $160 000 - $175 000 / an

⏰ Temps Plein

🟠 Senior

✅ Responsable Produit

👻 Score fantôme 0%

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Encoura

Site WebLinkedInTous les Emplois

51 - 200 employés

💼 Conseil

📣 Marketing

📚 Éducation

Consulting • Marketing • Education

Encoura est un fournisseur d'outils SaaS basés sur des données, de recherches et de services de conseil qui aident les collèges et universités à recruter, inscrire, fidéliser et impliquer les étudiants tout au long de leur cycle de vie académique. L'entreprise propose une plateforme unifiée, des ensembles de données propriétaires sur les étudiants et le marché (y compris des sources liées à l'ACT), des capacités avancées de recherche de prospects à inscription et d'engagement activé par l'IA, des services de marketing numérique, et du conseil stratégique en recrutement utilisés par plus de 2 000 institutions. Encoura se concentre sur la connaissance du marché, la recherche ciblée d'étudiants, l'engagement des familles et l'optimisation des conversions pour améliorer les résultats d'inscription et de rétention pour les institutions d'enseignement supérieur.

Description

• 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

🎯 Exigences

• 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.

🏖️ Avantages

• 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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