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 prioritizing work through data, scale of impact, business outcomes, and learner (customer) needs.
- Excellent communication, stakeholder management, and expectation-setting skills.
- Deep empathy for learners, especially those from diverse socioeconomic or educational backgrounds.
Nice to Have:
- Experience with Pendo, chatbots, ticketing systems, or workflow tools.
- Familiarity with Atlassian suite (Jira, Confluence).
- Background in education technology or support-heavy environments.
Equal Employment Opportunity:
At Penn Foster Group we are proud to be an Equal Employment Opportunity employer. We are committed to creating a work environment that embraces and celebrates diversity. We do not discriminate based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other status protected under federal, state, or local law.
What We Offer: We offer a competitive base salary and incentive compensation, plus a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all our online programs.
United States
