Product Manager: CX

About Matrix Education

Matrix Education is Australia’s leading and fastest-growing tuition college for ambitious students from Year 3 to Year 12. For over 25 years, we’ve helped tens of thousands of students and their families achieve their academic goals through remarkable teaching, outstanding customer support, and exceptional outcomes.

We’re now in the middle of something exciting. Matrix is expanding nationally with our in-person learning, and growing our online platform. This means we’re re-thinking how technology can make every step with us better for families, from first enquiry and enrolment to seeing their child progress. This role shapes what that experience becomes next.

Position overview:

We want every part of the Matrix experience to feel as good as the teaching. You’ll own that experience end to end. This includes:

• The smoothest possible process for enrolling, trialling or subscribing, without needing to call us.
• Parent visibility exactly how their child is progressing.
• Internal CX tools to help us spend time helping families while software handles the manual work.

You’ll work as a hands-on product builder in a small team, using AI to get from problem to tested prototype in days. Success looks like parents who stay engaged, families who re-enrol, and a CX team with more time for the conversations that need a person.

Key responsibilities

Parent experience: progress, insight and trust:

• Own the new customer portal end to end. Give parents clear, regular visibility of what their child is learning, turning student data into insights parents can understand and act on.
• Build signals to track at-risk students before they churn.

Customer flywheel: interest, enrolment, activation and retention:

• Own the end-to-end roadmap for Matrix customer onboarding, from first interest through to trials, enrolment, activation, and re-enrolment.
• Use funnel data to find where prospects and families drop off, fix it, and keep measuring. Own TOFU/MOFU/BOFU conversion, trial-to-paid conversion, retention and lifetime value.
• Partner closely with the CX and Marketing teams to understand where families get stuck.

CX tooling and self-service:

• Build the internal tools CX needs to resolve issues quickly and consistently, and move the most common requests (changes, transfers, workshops, enrolments, billing questions) into parent self-service.
• Work with the Head of CX to set and deliver against targets for reducing CX cost and contact volume.

How the role works:

• Work as a PM-leaning product builder in a small cross-functional team, using AI throughout the product development life cycle: storymapping, rapid prototyping, user stories and test cases, outcome dashboards and post-release learning.
• Talk to parents, students and CX staff regularly, and put prototypes in front of them within days rather than weeks.

What we’re looking for

Product management experience:

• Outcome focus: Solid product management experience with clear, demonstrable impact. You have set outcome metrics and moved them.
• Shipping impact: Has taken digital products from discovery through to launch and iteration, and can point to specific changes that made a measurable difference for customers and the business.
• Customer journeys: Experience with end-to-end customer experience, funnels, self-service or customer portals. Consumer subscription, edtech or service businesses are a plus.
• Prototype fluency: Can turn an idea into a working prototype quickly, put it in front of users and stakeholders, take the feedback on board and iterate fast.
• Data and systems: Comfortable working with data, from funnel and product analytics to querying it directly, and uses it to make and test product decisions. Experience working with Salesforce is desirable but not required.

Product building mindset:

• Builder at heart: Wants to get hands-on as well as set direction. Comfortable prototyping, writing stories and making code changes with AI coding tools.
• Empowered teams: Has worked in, or wants to work in, small teams that own a problem end to end, with the autonomy to discover, decide and ship.
• Comfort with ambiguity: Can take a broad goal, such as “make the parent experience something families wouldn’t give up”, and turn it into a concrete plan.

Collaboration and communication:

• Cross-functional partnership: Builds strong working relationships with CX, Marketing, Sales, Academic and Technology, and treats their problems as product opportunities.
• Close to customers: Enjoys talking with parents, students and frontline staff, and turns what they hear into clear product decisions.
• Clear communicator: Writes and speaks plainly, whether briefing engineers, updating SLT or explaining a change to the CX team.
• Low ego, high ownership: Shares credit, owns outcomes, and is comfortable being challenged and changing course.

Success measures

• Team contribution: A valued member of the product team who helps shape how we work.
• Conversion to enrolment: Measurable improvement at each stage of the enrolment and trial funnel.
• Retention and re-enrolment: More families stay and re-enrol term to term.

Company Overview

Please visit https://www.matrix.edu.au/ for more information

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