Product Manager II, Student Advocacy Team (Customer Support)

Job Description

Product Manager II, Student Advocacy Team (Customer Support)
Location: Santa Clara, CA or Portland, OR

Chegg is an ed-tech company that helps students learn, and we do that by putting students first. We help students across the world feel confident with their course work, ace their classes, and enter the workforce empowered. Students are working harder than ever, and we need to make sure our services work just as hard. The Student Advocacy Team (customer service) is a key enabler to this mission, as we are responsible for ensuring that Chegg students receive the best service experience possible. To do that, we need to make sure our student advocates (customer service reps) have the necessary tools.

The role: SAT are looking for a Product Manager II to own our homegrown internal tools and drive the functional growth needed to support new and expanding Chegg services. This PM will own the UX of our CRM, and work closely with engineering to maintain a backend that connects to internal services and integrates with third-party systems. As a partner to engineering, you will have an active role in prioritizing our sprints and grooming our backlog.

Product Managers at Chegg are mission-driven, visionary, analytical, and obsessed with detail. They care about the impact we are making to education, and in SAT, we live the 'Students First' ethos. In this role you will make sure our student Advocates (support agents) have the tools necessary to do their job – taking care of those students.

This person will:

• Develop a clear and compelling vision for the SAT CRM, informed by Advocate stories and behavior.
• Be skilled at executing against a roadmap that may change based on new Chegg products, making trade-offs along the way.
• Be able to build relationships across Chegg organizations; earning trust to be able to communicate with product partners to inform, debate, and do.
• Be flexible and adaptable to feedback from all sides when building and maintaining systems that support our front-end products.
• Collaborate with Engineering to prioritize sprints and groom a backlog.

Qualifications include:

• Bachelor’s or Master’s degree or relevant work experience
• 2-5 years of work experience as a product manager in the consumer software and service industry
• Excellent product sense that ensures our products meet the needs of advocates and students. This includes the ability to make short-term and long-term trade-offs through the right prioritization, and a strong design intuition.
• An analytical mindset that leads to the right questions being asked and a willingness to research.
• The ability to communicate effectively across multiple teams. You will be able to frame a discussion with the right level of detail, based on the audience, and drive outcomes.
• You will work independently and resolve gaps/conflicts that arise, but know when to escalate to move things forward.
• Be a team player, placing the team and the product before themselves, and being a champion for the student, advocate, and Chegg values.

Nice to have:

• A support mindset, where thinking through the customer lens, and having great empathy is second nature
• Experience working on support systems/platforms
• Experience integrating backend internal and external services and APIs

If this could be you, please apply!

What is Chegg?

An ‘always on’ digital learning platform.

Chegg puts students first...Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more. Chegg is a publicly-held company based in Santa Clara, California and trades on the NYSE under the symbol CHGG.

Video Shorts - Life at Chegg: https://jobs.chegg.com/Video-Shorts-Chegg-Services

Certified Great Place to Work!: http://reviews.greatplacetowork.com/chegg

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg is an equal opportunity employer

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