Product Manager, Sales & Customer Experience

Job Description

We are hiring a Product Manager to join EF's Student Tours business focused on Sales & Customer Experience. In this role, you will lead initiatives towards outcomes within tour products that empower our people to serve our customers and fulfill our mission.

You'll work across the full customer lifecycle—from sales acquisition through post-sale experience (supporting relationship management pre, on and post-tour). You need to understand how the customer journey evolves from prospect to advocate, and help design systems that support each phase. This role is ideal for someone energized by internal workflows, complex stakeholder alignment, and navigating ambiguity in service of meaningful impact to customer experiences.

We’re looking for a strong communicator and structured thinker who excels at guiding groups through decision-making, building trust, and driving change—especially in environments where processes and ownership evolve rapidly.

What You’ll Do

• Define and drive product direction: Own vision and product strategy (including roadmaps) for segments of the customer journey across sales and service, and its connection to operations teams globally
• Lead discovery in ambiguous spaces: Conduct product discovery for emerging problem areas, defining both the right problem and the optimal solution path
• Collaborate cross-functionally: Partner with Engineering, Product Design, and business stakeholders to prioritize and deliver solutions that drive outcomes
• Manage execution: Ensure clear requirements, team engagement, and smooth execution for each initiative in pursuit of a successful launch and hypercare period
• Navigate and build bridges: Capably manage conflicting stakeholder priorities (e.g., Sales wants speed, Operations wants standardization, Marketing wants brand consistency). Build coalitions, make tradeoffs transparent, and drive decisions even when consensus isn't possible
• Communicate with clarity: Align strategy, progress, tradeoffs, and results with stakeholders and leadership in a way that builds trust and momentum
• Drive data-informed decisions: Support experimentation and measurement where appropriate; use data to guide prioritization and validate outcomes
• Own initiatives end-to-end: for 3-6 month cycles—from discovery through delivery and hypercare—then transition to tackle the next high-priority customer sub-journey. You'll build deep expertise in Sales & Service while hopping on new challenges within the space.
  
  

Who You Are

• 3-5 years of product management experience working on sales & customer experience tech stack (particularly sales enablement, CRM, service operations, or workflow tools)
• Demonstrated expertise applying frameworks to solve for ambiguous problems (e.g. Jobs to Be Done, User Story Mapping, and Opportunity Solution Trees) to uncover root problems and drive alignment
• Skilled at stakeholder management across multiple functions and levels of the organization
• Analytical mindset with experience using data and experimentation to guide decisions
• Highly action-oriented with a track record‑ of driving change in complex environments
• Excellent communication, facilitation, and collaboration skills
• Experience with CRM platforms (Salesforce preferred) and comfort working with legacy system constraints and migration and modernization scenarios
• Ability to think in systems and data models—you understand how objects, fields, and workflows connect across platforms (e.g. website to Salesforce)
• Nice-to-have: experience with service design (creating cohesive experiences aligning customer facing to internal workflows)
  
  

Why you’ll thrive here

• You are looking to make mission-driven impact; the tools you build directly enable teams to create life-changing travel experiences for students. You'll see direct impact in experience scores, conversion rates, and student and teacher testimonials.
• You are comfortable shifting to new problem spaces regularly
• You can navigate environments where processes, ownership, and priorities evolve
• You value collaboration and believe strong relationships are core to building successful products
• You understand success requires both strategic thinking and getting into the weeds
  
  

In Addition, You Can Expect

• Commitment to professional growth: robust monthly calendar of trainings and workshops
• Four weeks paid vacation your first year, ten paid holidays, and two floating holidays
• Exciting business travel opportunities
• 25% company match on your 401(k) contributions
• Market-leading medical, dental and vision coverage, along with options for life and disability insurance, accident and hospital insurance, legal and pet insurance
• Dependent care, healthcare and commuter Flex Spending Accounts (FSAs)
• Access to fertility care and family-building support
• Wellness benefits including a yearly fitness reimbursement
• Frequent social and learning events, including access to our employee-run resource groups
• Robust Employee Assistance Program
• Tenure-based sabbatical eligibility
• EF Product Discounts (discounts on travel, international language schools, Au Pair program and more)
• Discounts at local venues and businesses
• Amazing offices designed to match the caliber of the people who work there, plus the flexibility of working from home one day a week.
• Compensation range for this role is $90,000-$110,000 annually, based on experience.
  
  

About EF Education First

Some companies are in the Business of Technology.

Others are in the Business of Finance….Sports…Or Soft Drinks.

At EF, we're in a different kind of Business.

One that's a little less tangible, and a lot more important.

Because our Business, what we make, makes everything else possible.

We're in the Business of Understanding.

Between people. Between cultures.

For over half a century we’ve been the leader in international educational programs and experiences designed to foster such understanding. Through Language, Cultural Exchange, Academic Studies, and Educational Travel, we create the kinds of immersive experiences that challenge biases, open minds, and pave the way for a more understanding world.

You’ll find our 115 offices located in some of the world’s greatest cities, and filled with smart, driven people who push each other to be better every day. And yes, we have technology, we have finance, we even have sports with our own professional cycling team. But it’s what we do with it – Building greater understanding, breaking down barriers, and creating a better world…that makes all the difference.