Penn Foster Group · 1 month ago
Product Manager, Learner Support
United States
Full-time
Remote
Mid, Senior Level
3+ years expPenn Foster Group is seeking a Product Manager to lead and elevate the Learner Support domain, focusing on enhancing the experience of how learners seek help and receive guidance. This role involves owning the end-to-end support and communication experience, collaborating with various teams to improve response times and self-service options for learners.
EducationInternet
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
Qualification
Required
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
Preferred
Experience with Pendo, chatbots, ticketing systems, or workflow tools
Familiarity with Atlassian suite (Jira, Confluence)
Background in education technology or support-heavy environments
Benefits
Medical
Dental
Vision
Flexible spending
Generous paid time off
Sponsored volunteer opportunities
A 401K with a company match
Free access to all our online programs
Company
Penn Foster Group
At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms.
501-1000 employees
H1B Sponsorship
Penn Foster Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2021-02-02Private Equity
2018-05-01Acquired
Leadership Team
Kermit Cook
Chief Executive Officer
Recent News
2025-11-24
2025-09-30
Company data provided by crunchbase