Senior Product Manager – Customer Engagement & Innovation

Primary Accountabilities are as follows:

Product Strategy & Roadmap

·         Own the product strategy and multi‑quarter roadmap for customer engagement platforms; align with ACS business goals and Publishing Strategy vision.

·         Translate user and business needs into clear problem statements, outcomes, and prioritized work with measurable success criteria.

·         Co‑own outcomes with domain leads; partner with Product Owners to ensure backlogs and PI plans reflect priorities, dependencies, and capacity.

Discovery, Pilots, and Adoption

·         Run the discovery → evaluation → pilot → scale stage gates using consistent templates, evidence, and decision records.

·         Lead rapid experimentation (e.g., prototypes, A/B tests, limited‑release pilots) and define entry/exit criteria, telemetry, and learning plans.

·         Ensure new features and capabilities solve validated problems and achieve target adoption/impact before scaling.

Customer Experience (UX)

·         Drive UX enhancements across author and reader journeys; partner with UX/design to deliver task‑intuitive, accessible (e.g., WCAG‑aligned) experiences.

·         Use web analytics and behavioral data to diagnose friction points, improve task success, and continually raise user satisfaction/delight.

Integration & Platforms

·         Orchestrate best‑of‑breed third‑party solutions; define and uphold integration contracts (APIs, event schemas) in partnership with architecture and integration teams.

·         Promote platform‑first patterns (identity/CIAM, data, integration, cloud services) to improve scalability, reliability, and time‑to‑value.

Innovation & Emerging Tech

·         Incubate innovations in AI‑driven personalization, intelligent automation, and agentic networks to streamline workflows and elevate engagement.

·         Establish responsible‑use guardrails and partner with data, security, and compliance teams during evaluation and rollout.

Vendor & Stakeholder Management

·         Lead vendor evaluations, scorecards, down‑select recommendations, and pilot oversight; participate in roadmap/QBR discussions.

·         Communicate crisply with stakeholders—executive briefings, portfolio updates, risk narratives—and manage escalations with clarity and speed.

Measurement & Reporting

·         Define and monitor operational KPIs (e.g., adoption, task success, performance/SLA, support tickets) and outcome metrics tied to business goals.

·         Report progress, learnings, and tradeoffs regularly; adjust plans based on evidence and operational realities.