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Role Snapshot
Lead the product strategy for Penn Foster Group's Learner Support experience, focusing on reducing friction and improving how learners access help, receive guidance, and stay informed throughout their academic journey. This pivotal role directly impacts learner satisfaction, persistence, and completion rates by embedding product management into the support ecosystem.
Key Responsibilities: Define and execute product strategy for learner support pathways, optimize support tools (chat, ticketing, chatbots, messaging), and drive improvements in self-service capabilities. Collaborate with Learner Support Advocates, Operations, Engineering, and Academic teams to surface learner challenges, prioritize the roadmap based on data and impact, and define key metrics like ask-to-resolution time and CSAT.
Skills & Tools: Strong product management expertise with proficiency in writing user stories, acceptance criteria, and modern product discovery practices. Excellent communication and stakeholder management skills paired with deep empathy for diverse learners and experience working with operational workflows or staff-facing systems.
Qualifications: 3-6+ years of product management experience with proven ability to prioritize work through data and business outcomes. Understanding of Agile ceremonies, product delivery practices, and demonstrated history of partnering effectively with engineering and cross-functional teams.
Location: United States
Compensation: $85K–$130K/yr
Job Description
The full job description is available on Penn Foster Group's website.
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