Senior Product Manager Customer Engagement

Senior Product Manager Customer Engagement & Innovation

Job Category: Scientific Content

Requisition Number: PRODU001788

This role is based in our Columbus, OH office. A reasonable rate of compensation for this position is between $120,000-$150,000 per year.

ACS currently provides the following benefits for this position: paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account or health care savings account, dental insurance, life insurance, vision insurance, retirement benefits, short- and long-term disability, and 4-week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.

Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.

Job Details Description

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 stakeholdersexecutive briefings, portfolio updates, risk narrativesand 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.

Qualifications Behaviors Preferred Team Player

Works well as a member of a group

Functional Expert

Considered a thought leader on a subject

Enthusiastic

Shows intense and eager enjoyment and interest

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Motivations Preferred Self-Starter

Inspired to perform without outside help

Goal Completion

Inspired to perform well by the completion of tasks

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Experience Required 10 years:

Minimum of 2 years in product management focused on leveraging third?party platforms and technologies across multiple internal and external teams (not 0?1 product creation).

Preferred

Experience in scholarly publishing, content delivery, or adjacent SaaS/platform environments preferred.

Skills Data?Driven Decision?Making: Uses product analytics, qualitative research, and operational telemetry to prioritize work and measure impact.

Skills Executive Communication & Influence: Crafts clear narratives for senior leaders; builds alignment across product, technology, operations, sales, marketing, and vendor partners.

Skills Customer?Centric Product Thinking: Turns user insights into elegant platform experiences across author and reader journeys.

Skills Discovery & Delivery Balance: Designs lean discovery, frames hypotheses, defines pilot metrics, and pivots based on evidence while maintaining delivery momentum.

Skills Technical Fluency: Comfortable with API and event?driven integrations, identity/authorization, cloud services, and analytics instrumentation.

Skills Innovation Leadership: Applies AI, intelligent automation, and agentic patterns pragmatically to improve experience and efficiency.

---