Product Manager – Customer Experience & Digital Touchpoint Innovation at brighthush

About brighthush

brighthush is a forward‑thinking, digitally‑native learning platform that empowers educators, students, and support teams worldwide. With a mission to transform education through technology, we blend data‑driven insights, cutting‑edge AI, and intuitive design to create learning experiences that are engaging, accessible, and scalable. Our culture is built on curiosity, collaboration, and a relentless commitment to continuous improvement. Whether you’re a pioneer, a builder, or a stabilizer, you’ll find a place to grow, innovate, and make a real impact at brighthush.

Position Overview

We’re seeking an experienced Product Manager – Customer Experience & Digital Touchpoint Innovation to lead the vision, strategy, and execution of all digital customer interactions. In this role, you’ll partner with engineering, UX, customer support, and external partners to translate complex user needs into seamless, automated, high‑value product solutions. Your work will directly influence how educators, students, and support teams engage with our platform, driving satisfaction, adoption, and retention.

Why This Role Matters

Customer experience is the linchpin of our success. By refining every touchpoint—from first‑time onboarding to advanced self‑service tools—you’ll help us create a frictionless journey that empowers users to achieve their learning goals. Your strategic decisions will shape product roadmaps, influence technology investments, and set the tone for how brighthush delivers value to its community.

Key Responsibilities

• Own Backlog & Strategy – Prioritize the product backlog for customer experience initiatives, aligning work with strategic business objectives and key results.
• Lead User & Stakeholder Discovery – Conduct collaborative discovery sessions with users, support teams, and stakeholders; synthesize qualitative and quantitative research to uncover friction points and validate solutions.
• Define Requirements – Partner with UX and development teams to craft clear product requirements, including epics, user stories, acceptance criteria, process flows, and technical specifications.
• Drive Sprint Execution – Collaborate with cross‑functional engineering pods, external technology vendors, and contractors to maintain momentum, deliver sprints on schedule, and unblock dependencies early.
• Optimize Performance & Investigate Issues – Monitor product and platform health against key performance indicators, independently investigate technical issues and data anomalies to identify root causes.
• Innovate with AI & Automation – Design, deliver, and optimize AI, Model Context Protocol (MCP), and automation capabilities such as AI agents, agent‑assist tools, and smart search.
• Advocate & Report Progress – Communicate roadmap progress, emerging risks, and measurable user impact across organizational levels using clear data and sound business rationale.

Essential Qualifications

• Bachelor’s degree or equivalent practical experience – 3+ years designing, building, and enhancing software products, with at least 2 years in product management or business analysis.
• AI & Automation Expertise – Proven track record delivering and managing AI, MCP, or automation solutions (e.g., AI agents, smart search, or agent‑assist technologies).
• Agile Fluency – Practical experience executing within Agile and Scrum development cycles, including backlog refinement, sprint planning, and release delivery.
• Domain Knowledge – Solid working knowledge of customer experience (CX), customer support operations, user journey funnels, and self‑service platforms.
• Analytical & Data Skills – Strong quantitative and data literacy skills, with demonstrated ability to analyze complex datasets, utilize analytics tools, and present actionable insights visually.
• Stakeholder Alignment – Excellent communication skills with the ability to articulate complex technical and business concepts clearly and build cross‑functional consensus across diverse groups.
• Adaptability & Resilience – High resilience and comfort navigating ambiguity, shifting priorities, and competing demands while keeping teams focused and moving forward.

Preferred Qualifications

• Product management or product design experience with a dedicated focus on customer experience (CX).
• Familiarity with educational technology (EdTech) or learning platforms.
• Professional certifications in Product Management, Agile, or Scrum (e.g., CSPO, PSPO, PMC).
• Basic programming or software prototyping skills.

Skills & Competencies

• Strategic thinking and vision setting.
• Strong analytical mindset and data‑driven decision making.
• Excellent written and verbal communication.
• Stakeholder management and cross‑functional collaboration.
• Project management and prioritization.
• Customer‑centric mindset with empathy for end‑users.
• Experience with product analytics tools (e.g., Mixpanel, Amplitude, Tableau).
• Familiarity with AI/ML concepts and their application in product design.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Product Manager, you’ll have access to:

• Mentorship from senior product leaders and industry experts.
• Regular learning budgets for courses, conferences, and certifications.
• Cross‑functional projects that broaden your skill set beyond product management.
• Clear career pathways to senior product roles, product leadership, or specialized AI/automation leadership.
• Opportunities to influence company‑wide strategy and product vision.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We value:

• Transparency – Open communication channels and shared decision‑making.
• Innovation – A safe space to experiment, fail fast, and iterate.
• Diversity & Inclusion – A commitment to building a workforce that reflects the communities we serve.
• Work‑Life Balance – Flexible hours, generous PTO, and a focus on well‑being.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary – $89,000 – $115,000 per year, commensurate with experience.
• Bonus Potential – Performance‑based bonus tied to individual and company goals.
• 401(k) with Employer Match – Secure your financial future with a generous retirement plan.
• Health & Wellness – Comprehensive medical, dental, and vision coverage; Employee Assistance Program; 100% employer‑paid life and AD&D insurance.
• Paid Time Off – Generous PTO, sick leave, discretionary days, and paid company holidays (including Juneteenth, Indigenous Peoples’ Day, and the International Day for the Elimination of Racial Discrimination).
• Professional Development – Education assistance program, learning budget, and access to industry conferences.
• Remote Work Flexibility – Work from anywhere with the support of a fully equipped home office stipend.

How to Apply

If you’re ready to shape the future of customer experience at brighthush, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

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Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that’s redefining how learners engage with education. Your expertise will help us build products that are not only technologically advanced but also deeply human‑centered. If you’re passionate about customer experience, AI, and creating scalable solutions that make a difference, we encourage you to apply and become a key player in our journey.