What are the responsibilities and job description for the Senior Product Manager - Customer Engagement & Innovation position at Chemical Abstracts Service?
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Primary Accountabilities are as follows:
Product Strategy & Roadmap * Own the product strategy and multiquarter 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. * Coown outcomes with domain leads; partner with Product Owners to ensure backlogs and PI plans reflect priorities, dependencies, and capacity.
Discovery, Pilots, and Adoption * Run the discovery evaluation pilot scale stage gates using consistent templates, evidence, and decision records. * Lead rapid experimentation (e.g., prototypes, A/B tests, limitedrelease 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. Customer Experience (UX) * Drive UX enhancements across author and reader journeys; partner with UX/design to deliver taskintuitive, accessible (e.g., WCAGaligned) experiences. * Use web analytics and behavioral data to diagnose friction points, improve task success, and continually raise user satisfaction/delight. Integration & Platforms * Orchestrate bestofbreed thirdparty solutions; define and uphold integration contracts (APIs, event schemas) in partnership with architecture and integration teams. * Promote platformfirst patterns (identity/CIAM, data, integration, cloud services) to improve scalability, reliability, and timetovalue. Innovation & Emerging Tech * Incubate innovations in AIdriven personalization, intelligent automation, and agentic networks to streamline workflows and elevate engagement. * Establish responsibleuse guardrails and partner with data, security, and compliance teams during evaluation and rollout. Vendor & Stakeholder Management * Lead vendor evaluations, scorecards, downselect recommendations, and pilot oversight; participate in roadmap/QBR discussions. * Communicate crisply with stakeholders-executive briefings, portfolio updates, risk narratives-and manage escalations with clarity and speed.
Measurement & Reporting * 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. |
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.
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.
Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.
Behaviors
Functional Expert - Considered a thought leader on a subject
Enthusiastic - Shows intense and eager enjoyment and interest
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Goal Completion - Inspired to perform well by the completion of tasks
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Experience
Experience in scholarly publishing, content delivery, or adjacent SaaS/platform environments preferred. (preferred)
Skills *DataDriven DecisionMaking: Uses product analytics, qualitative research, and operational telemetry to prioritize work and measure impact. *Executive Communication & Influence: Crafts clear narratives for senior leaders; builds alignment across product, technology, operations, sales, marketing, and vendor partners. *CustomerCentric Product Thinking: Turns user insights into elegant platform experiences across author and reader journeys. (preferred)
0 years: Skills *Discovery & Delivery Balance: Designs lean discovery, frames hypotheses, defines pilot metrics, and pivots based on evidence while maintaining delivery momentum. *Technical Fluency: Comfortable with API and eventdriven integrations, identity/authorization, cloud services, and analytics instrumentation. *Innovation Leadership: Applies AI, intelligent automation, and agentic patterns pragmatically to improve experience and efficiency. (preferred)
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EEO/Minority/Female/Disabled/Veteran
Salary : $120,000 - $150,000