Product Manager, Learner Support

Product Manager, Learner Support 

 

Position Summary: 

We are seeking a Product Manager to lead and elevate the Learner Support domain: the full experience of how learners ask for help, receive guidance, and stay informed throughout their academic journey.  This role sits at the center of a major organizational shift: embedding Product directly into the support ecosystem to strengthen how we respond, communicate, and empower learners.   

 

You will own the end-to-end support and communication experience within the Learner Center and work hand-in-hand with our Learner Support Advocates (LSAs), Operations, Engineering, and Academic teams.  Your mission is to reduce friction, improve response times, increase self-service options, and ensure learners feel supported, heard, and guided.   

 

This is a highly impactful role that directly supports learner success, satisfaction, persistence, and completions.   

 

Key Responsibilities: 


* Define and execute the product strategy for how learners access help, receive responses, and stay informed throughout their journey.


* Own and continuously improve support pathways, from ticket submission to resolution.


* Optimize tools including chat, ticketing platforms, chatbots, and in-app messaging. 


* Ensure communication governance: consistent, accurate, timely messaging from instructors, evaluators, and support staff.  


* Drive improvements in self-service capabilities to reduce call volume and enhance learner autonomy.  


* Partner deeply with LSAs to understand their pain points and operational workflows.


* Surface learner challenges across support channels and identify high-impact opportunities for improvement.  


* Observe the support experience holistically, from the learner’s initial question through solution delivery.  


* Use data, scale of impact, and alignment with company goals to prioritize the roadmap.

 


* Evaluate tradeoffs across competing stakeholder needs and make decision based on outcomes, not features.  


* Define metrics such as: ask-to-resolution time, self-service adoption, call deflection rate, instructor/evaluator SLAs, CSAT and ease-of-getting-help indicators.


* Write clear, concise user stories and acceptance criteria rooted in problem statements. 


* Collaborate with Engineering on solutioning, story refinement, and breaking work into epics/features.  


* Work close with Communications, Academic teams, and Operations to ensure an aligned learner experience.   

 

Qualifications: 


* 3-6+ years of product management experience.


* Strong understanding of modern product discovery and delivery practices.


* Experience working with staff-facing systems, operational workflows, or communication tooling.  


* Skill in writing user stories, acceptance criteria, and partnering with engineering through Agile ceremonies.  


* Proven history of p...