Senior Product Manager – Customer Engagement & Innovation

Senior Product Manager – Customer Engagement & Innovation role at CAS

This role is based in our Columbus, OH office. A reasonable rate of compensation for this position is between $120,000‑$150,000 per year.

• Own the product strategy and multi‑quarter roadmap for customer engagement platforms; align with ACS business goals and Publishing Strategy vision.
• Translate user and business needs into clear problem statements, outcomes, and prioritized work with measurable success criteria.
• Co‑own outcomes with domain leads; partner with Product Owners to ensure backlogs and PI plans reflect priorities, dependencies, and capacity.
• Run the discovery → evaluation → pilot → scale stage gates using consistent templates, evidence, and decision records.
• Lead rapid experimentation (e.g., prototypes, A/B tests, limited‑release pilots) and define entry/exit criteria, telemetry, and learning plans.
• Ensure new features and capabilities solve validated problems and achieve target adoption/impact before scaling.
• Drive UX enhancements across author and reader journeys; partner with UX/design to deliver task‑intuitive, accessible (e.g., WCAG‑aligned) experiences.
• Use web analytics and behavioral data to diagnose friction points, improve task success, and continually raise user satisfaction/delight.
• Orchestrate best‑of‑breed third‑party solutions; define and uphold integration contracts (APIs, event schemas) in partnership with architecture and integration teams.
• Promote platform‑first patterns (identity/CIAM, data, integration, cloud services) to improve scalability, reliability, and time‑to‑value.
• Incubate innovations in AI‑driven personalization, intelligent automation, and agentic networks to streamline workflows and elevate engagement.
• Establish responsible‑use guardrails and partner with data, security, and compliance teams during evaluation and rollout.
• Lead vendor evaluations, scorecards, down‑select recommendations, and pilot oversight; participate in roadmap/Q  discussions.
• Communicate crisply with stakeholders—executive briefings, portfolio updates, risk narratives—and manage escalations with clarity and speed.
• Define and monitor operational KPIs (e.g., adoption, task success, performance/SLA, support tickets) and outcome metrics tied to business goals.
• Report progress, learnings, and tradeoffs regularly; adjust plans based on evidence and operational realities.

ACS currently provides the following benefits for this position: paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account or health care savings account, dental insurance, life insurance, vision insurance, retirement benefits, short‑ and long‑term disability, and 4‑week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.