Senior Product Manager, Student Support Services
New
E
EncouraHigher education technology
Remote, USFull-TimeSenior
Salary160,000 - 175,000 USD per year
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Job Details
- Experience
- Typically 5+ years of relevant experience
- Required Skills
- JiraConfluence
Requirements
- 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.
- Deep understanding of contact center operations and service delivery, including omnichannel engagement, IVR, routing, queues, WFM, QA, SLAs, and reporting or analytics.
- Hands-on product experience with Amazon Connect or a comparable cloud contact center platform.
- Ability to assess 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.
- Experience defining and improving measurable product and operational outcomes, including CSAT, NPS, containment, AHT, FCR, self-service adoption, and agent productivity.
- Product leadership skills in discovery, market assessment, strategy, business cases, roadmap prioritization, agile execution, and stakeholder influence.
- Comfort using Jira, Confluence, and analytics tools.
- Higher education or EdTech experience is a plus.
Responsibilities
- Own and communicate the One Stop and Help Desk product vision, strategy, multi-quarter roadmap, and prioritized backlog.
- Set product direction for Amazon Connect-based omnichannel experiences, including IVR, routing, queues, agent workflows, integrations, reporting, workforce management, and quality assurance.
- Lead conversational AI strategy and delivery across voice and chat, including virtual agents, automated resolutions, escalation, and conversation analytics.
- Conduct market and customer discovery with higher education institutions and internal service, implementation, sales, and client success teams.
- Define business cases, success metrics, and performance targets, and own product-level accountability for service and operational KPIs.
- Use contact center, speech, conversational, financial, operational, and competitive data to prioritize investments and drive continuous improvement.
- Lead product discovery through launch and adoption, guiding requirements, UX and technical decisions, release readiness, and team enablement.
- Manage dependencies, delivery risks, vendor relationships, and roadmap decisions while influencing stakeholders and mentoring product colleagues as appropriate.
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