Product Manager, Customer Experience

Job not on LinkedIn

🔥 41 minutes ago

🇺🇸 United States – Remote

💵 $89k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Macmillan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📱 Media

📚 Education

Media • Education

Macmillan is a leading global publishing company and home to a wide range of imprints that publish adult and children’s fiction, nonfiction, and educational materials. Part of the Holtzbrinck Publishing Group, Macmillan also operates Macmillan Learning and Macmillan Education, providing interactive course solutions, higher education content, language learning, and school curriculum publishing across dozens of countries. The company focuses on supporting authors, educators, students, and institutions with world-class content and digital learning tools.

📋 Description

• 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

• 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

• 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

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