Senior Product Manager, User Success Platform

Job Overview:

As Senior Product Manager of the User Success Platform, you’ll own the vision, strategy and execution for supporting Coursera’s users - Learners, Educators & Admins and Service Agents. The User Success Platform is what millions of Cousera users depend upon when they encounter problems and need help to achieve a successful resolution. The role is responsible for creating delightful support experiences for our end users including features such as voice of the customer measurement, self-serve support, AI support, agent support tools and more. This role has a direct impact on core business metrics such as learner retention, course completion rates and learner satisfaction which are central to the company's mission to transform people’s lives at scale.

Responsibilities:

• Create and evangelize the vision for the User Success Platform team 
• Own the User Success Platform roadmap that will inform product quality and improve support quality at scale
• Drive step changes in the team’s key metrics related to user satisfaction, support access, support efficiency and support quality
• Deeply understand issues encountered by Learners, Educators & Admins and Service agents
• Work with design, engineering and data science teams to build user-centric solutions while making smart tradeoffs that balance time to market, quality and scope

Basic Qualifications:

• 3-5 years as product manager for best-in-class consumer web & mobile user support at scale
• Created end-to-end product strategy & execution that led to step change in business growth; owned key product metrics and exceeded quarterly and annual goals 
• Experience at running a continuous A/B test process culture and iterating on key metrics
• Demonstrated experience in working with cross-functional teams (technical and non-technical)
• Experience in measuring user satisfaction and creating actionable insights for product teams

Preferred Qualifications:

• Prior domain experience in education, online learning, instructional design or similar fields
• Experienced in customer support or technical support field
• Experienced with low or no-code application development tools
• Experienced with support automation and/or AI support systems
• Experience with CRM and customer support tools like Salesforce (Salesforce certifications)

If this opportunity interests you, you might like these courses on Coursera:

• Creating a Product-Market Fit with Value Proposition Canvas
• Digital Product Management: Modern Fundamentals
• AI Product Management Specialization

#LI-WG1