Product Support Manager
Job Description
Product Support ManagerLocation: London or EdinburghSalary: £31,000 - £34,000 (+ £3,300 London Weighting)I'm currently recruiting for a Product Support Manager to join a globally recognised education and cultural organisation with a significant international presence.This role sits within a specialist digital learning and assessment product area, supporting global English and Exams products used by learners, test takers, partners and internal teams across multiple international markets.This is an excellent opportunity to support the development, testing and delivery of high-quality global digital products used across international English and Exams markets. The role will suit someone with strong experience across digital platforms, product support, user testing, process documentation, training collateral and stakeholder engagement within a complex global environment.The successful candidate will provide advice and support to global teams on the use of digital learning and assessment products, helping to facilitate partnerships, content delivery and the continuous improvement of global English and Exams digital services.Key responsibilitiesProduct, programme and service developmentLead on the development of specific areas of the digital learning and assessment portfolioEnsure digital products are fit for purpose and support both income generation and impact objectivesWork closely with the Product Owner to contribute to future digital learning and assessment concepts, products and contentContribute to the development of a learner and test-taker offer that aligns with the wider Global English and Exams strategyEnsure products and services meet market needsManage end-user testing of digital assessment and learning productsCollate feedback from users and stakeholders to inform product decisionsManage day-to-day liaison with developers and designersEnsure product requirements are understood, delivered on time, within budget and in line with quality standardsPotentially own the product roadmap for existing productsManage the backlog for new product development where requiredSector and subject expertiseBuild and develop knowledge of the latest developments in digital assessment and learning technologiesUse research, academic papers and industry knowledge to inform product decisionsShare knowledge and insight through conferences, publications and internal channelsKeep up to date with emerging trends across digital learning, digital assessment and educational technologyConsultancy and supportWork across the global product development team to support a collaborative approach across the digital portfolioProvide advice and support to global teams on the use of digital learning and assessment platformsSupport teams in using digital platforms to facilitate partnerships and content deliveryOversee monitoring and evaluation across the project portfolioHelp ensure digital products are effectively embedded and used across global teamsCommercial and resource managementUse agreed corporate systems and processes to plan and manage budgets for small to medium-sized projectsConduct monthly and year-end reporting on expenditure, profitability and riskMaintain and develop procedures and systems that support corporate compliance in financial planning and managementSupport effective financial management across product and project activityNegotiate and manage contracts for the Product team with external contractors and consultantsManage and develop relationships with allocated partners, content providers, developers, mobile manufacturers, mobile network operators, consultants and other stakeholdersEnsure external relationships support successful project deliveryLeadership and managementPlan and prioritise own work activities and those of wider project teamsCoordinate input from internal teams, external freelancers, developers and other contributorsEnsure effective delivery of diverse responsibilities and deliverablesFollow corporate best practice for data protection and child protectionEnsure activity remains compliant with relevant policy and legal requirementsShare intelligence and ideas to support senior managers in identifying opportunities for digital learningHelp identify ways digital learning can support cultural relations and commercial strategiesCertification and professional qualificationsAgile project management qualification preferredEducationFirst degree or equivalent qualification / experienceRelevant role-specific knowledge and experienceMinimum requirementsExperience administering large-scale technical platform project operationsExperience creating and maintaining process documentationExperience rolling out changes to business processes across multiple locations and/or time zonesExperience supporting participants with a variety of roles across complex operating environmentsAbility to design and deliver consistently high-quality training collateral to short deadlinesExperience creating e-learning modules, guides, videos, FAQ documents or similar user support materialsAbility to handle large data sets from different data systemsAbility to analyse data and feedback, identify opportunities and respond to changesAdvanced Excel skillsExperience using Power BI and/or other data processing softwareExperience working with digital learning or assessment platforms to meet user and customer needsAbility to troubleshoot, report and provide solutions or workarounds to technical problemsExperience supporting large-scale learning or assessment platformsDesirable experienceFamiliarity with English and Exams digital products and platformsExperience in platform developmentKnowledge of global organisational structures and internal systemsKnowledge and understanding of core English and Exams online operationsExperience working across B2C and B2G contextsExperience running testing and UAT on technical platformsImportant informationApplicants must be a UK residentNo visa sponsorship is available for this roleThis role is hybrid with no fully remote optionA physical presence in the office is required for the success of this roleThe hybrid working pattern varies depending on office locationSalt contact: Robert Sprigens,*Rates depend on experience and client requirementsTPBN1_UKTJ