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Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

As a Business Technology Owner - AI, you will play a key role in driving the development and expansion of OneReach AI Platform solutions across the Customer Experience Organization. As the Owner, you will work closely with customer experience business users, the Business Technology AI Administrator and other stakeholders to devise innovative ideas and requirements, to successfully initiate and manage and launch new platform builds and customer experiences.  In addition, you’ll collaborate with the Business Intelligence Center to measure OneReach solutions performance against KPIs and implement improvement tactics. You will be responsible for partnering with your Sr. Manager to determine what the product team builds, the investment needed, and the KPIs tied to usage and quality of customer and user experience. The Owner is a champion of the platform vision and a catalyst of new opportunities balancing continued platform improvements with new innovation. This role is an opportunity to shape the future direction of McGraw Hill’s customer support strategy, specifically transforming the customer experience.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

• Collaborate with stakeholders to execute on the product vision, strategy, and roadmap for customer support. This includes understanding the customer journey and identifying the important moments that will define the product.
• Act as the voice of the customer, gathering and prioritizing use cases to ensure the features meets the needs of students, instructors and educational institutions.
• Create and manage the backlog, clearly defining project charters, user stories, acceptance criteria, and priorities for the AI Administrator and technology development teams.
• Manage all end-to-end project execution including writing epics and stories based on themes that have been prioritized from the journey maps for the content delivery teams to execute.
• Partner with Business Intelligence teams and key stakeholders to leverage data and analytics that drive continuous improvement and innovation.

We are looking for someone with:

• Bachelor’s degree required (Master’s degree preferred); equivalent education, certifications, or relevant qualifications may also be considered.
• Minimum 5 years of applicable experience managing and delivering multiple complex projects simultaneously, ensuring completion on time and within budget. Additionally, experience designing and delivering complex customer support solutions with intuitive user experiences from concept through launch.
• Strong understanding of end-to-end software development processes, business requirements, knowledge management, and conversational AI concepts.
• Proven ability to influence stakeholders in decentralized environments, facilitate cross-functional collaboration, and effectively engage with senior management.
• Advanced proficiency with Microsoft Word, Excel, PowerPoint, SharePoint, Salesforce, or similar CRM platforms, with strong skills in communication, project coordination, and stakeholder management.

Why work for us?

At McGraw-Hill, we leverage cutting-edge technology to create innovative learning solutions that support learners at all stages of their educational journey. Our state-of-the-art digital tools and platforms provide personalized, interactive experiences that enhance understanding and retention. Being part of McGraw-Hill means joining a team dedicated to shaping the future of education and making a real impact on students' lives. It's an exciting opportunity to contribute to a company that values innovation, collaboration, and excellence.

The pay range for this position is between $82,150-$95,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location.  Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings.

McGraw Hill recruiters always use a “@mheducation.com or @careers.mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email