Fast Facts

Join McGraw Hill as a OneReach AI Product Owner and help shape the future of customer experience in educational platforms. This remote position offers the chance to drive product development and collaborate with stakeholders to enhance learning solutions.

Responsibilities: You will collaborate with stakeholders on product vision, manage project backlogs, monitor product performance, and act as the voice of the customer to improve user experiences.

Skills: Strong project management skills, experience with customer support solutions, understanding of software development processes, and technical proficiency in MS tools and CRM applications.

Qualifications: Minimum 5 years of experience in delivering customer support solutions, preferably with knowledge management and conversational AI expertise.

Location: This position is fully remote, available to applicants authorized to work within the United States.

Compensation: $82150 - $110000 / Annually

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

As a OneReach AI Product Owner, you will play a key role in driving the development and expansion of OneReach Platform solutions across the Customer Experience Organization. You will work closely with customer experience business users, the OneReach Design Specialist and other stakeholders to devise innovative ideas and requirements, to successfully launch new platform builds and customer experiences. In addition, you’ll collaborate with the Business Intelligence Center to measure OneReach solutions’ performance against KPIs and implement improvement tactics. You will be responsible for partnering with your Sr. Manager to determine what the product team builds, the investment needed, and the KPIs tied to usage and quality of customer and user experience. The Product Owner is a champion of the platform vision and a catalyst of new opportunities balancing continued platform improvements with new innovation. This role is an opportunity to shape the future direction of McGraw Hill’s customer support strategy, specifically transforming the customer experience. 

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

• Collaborate with stakeholders to execute on the product vision, strategy, and roadmap for customer support. This includes understanding the customer journey and identifying the important moments that will define the product.
• Act as the voice of the customer, gathering and prioritizing use cases to ensure the features meet the needs of students, instructors and educational institutions.
• Create and manage the backlog, clearly defining project charters, user stories, acceptance criteria, and priorities for the OneReach Design Administrator and technology development teams.
• Write epics and stories based on themes that have been prioritized from the journey maps for the content delivery teams to execute.
• Monitor product performance, leveraging data and analytics to drive continuous improvement and innovation.

We are looking for someone with…

• Experience managing and delivering multiple projects to deadline and budget simultaneously.
• Minimum of 5 years’ experience delivering highly complex customer support solutions with intuitive user experiences from inception to launch.
• Understanding of end-to-end software development processes and business requirements.
• Experience in knowledge management, and conversational AI a plus.
• Demonstrated influencing skills in a decentralized environment.
• Ability to partner and facilitate meetings with cross-functional teams and ease in interfacing with Senior Management.
• Technical proficiencies in MS Word, Excel, PowerPoint, SharePoint and Salesforce or similar CRM.

Why work for us?

The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

The pay range for this position is between $82,150 - $110,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com” or "@careers.mheducation.com” email addresses and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.

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