Product Support Manager

Product Support Manager

Location: London or Edinburgh

Salary: £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 responsibilities

Product, programme and service development

• Lead on the development of specific areas of the digital learning and assessment portfolio
• Ensure digital products are fit for purpose and support both income generation and impact objectives
• Work closely with the Product Owner to contribute to future digital learning and assessment concepts, products and content
• Contribute to the development of a learner and test-taker offer that aligns with the wider Global English and Exams strategy
• Ensure products and services meet market needs
• Manage end-user testing of digital assessment and learning products
• Collate feedback from users and stakeholders to inform product decisions
• Manage day-to-day liaison with developers and designers
• Ensure product requirements are understood, delivered on time, within budget and in line with quality standards
• Potentially own the product roadmap for existing products
• Manage the backlog for new product development where required

Sector and subject expertise

• Build and develop knowledge of the latest developments in digital assessment and learning technologies
• Use research, academic papers and industry knowledge to inform product decisions
• Share knowledge and insight through conferences, publications and internal channels
• Keep up to date with emerging trends across digital learning, digital assessment and educational technology

Consultancy and support

• Work across the global product development team to support a collaborative approach across the digital portfolio
• Provide advice and support to global teams on the use of digital learning and assessment platforms
• Support teams in using digital platforms to facilitate partnerships and content delivery
• Oversee monitoring and evaluation across the project portfolio
• Help ensure digital products are effectively Embedded and used across global teams

Commercial and resource management

• Use agreed corporate systems and processes to plan and manage budgets for small to medium-sized projects
• Conduct monthly and year-end reporting on expenditure, profitability and risk
• Maintain and develop procedures and systems that support corporate compliance in financial planning and management
• Support effective financial management across product and project activity
• Negotiate and manage contracts for the Product team with external contractors and consultants
• Manage and develop relationships with allocated partners, content providers, developers, mobile manufacturers, mobile network operators, consultants and other stakeholders
• Ensure external relationships support successful project delivery

Leadership and management

• Plan and prioritise own work activities and those of wider project teams
• Coordinate input from internal teams, external freelancers, developers and other contributors
• Ensure effective delivery of diverse responsibilities and deliverables
• Follow corporate best practice for data protection and child protection
• Ensure activity remains compliant with relevant policy and legal requirements
• Share intelligence and ideas to support senior managers in identifying opportunities for digital learning
• Help identify ways digital learning can support cultural relations and commercial strategies

Certification and professional qualifications

• Agile project management qualification preferred

Education

• First degree or equivalent qualification/experience
• Relevant role-specific knowledge and experience

Minimum requirements

• Experience administering large-scale technical platform project operations
• Experience creating and maintaining process documentation
• Experience rolling out changes to business processes across multiple locations and/or time zones
• Experience supporting participants with a variety of roles across complex operating environments
• Ability to design and deliver consistently high-quality training collateral to short deadlines
• Experience creating E-learning modules, guides, videos, FAQ documents or similar user support materials
• Ability to handle large data sets from different data systems
• Ability to analyse data and feedback, identify opportunities and respond to changes
• Advanced Excel skills
• Experience using Power BI and/or other data processing software
• Experience working with digital learning or assessment platforms to meet user and customer needs
• Ability to troubleshoot, report and provide solutions or workarounds to technical problems
• Experience supporting large-scale learning or assessment platforms

Desirable experience

• Familiarity with English and Exams digital products and platforms
• Experience in platform development
• Knowledge of global organisational structures and internal systems
• Knowledge and understanding of core English and Exams online operations
• Experience working across B2C and B2G contexts
• Experience running testing and UAT on technical platforms

Important information

• Applicants must be a UK resident
• No visa sponsorship is available for this role
• This role is hybrid with no fully remote option
• A physical presence in the office is required for the success of this role
• The hybrid working pattern varies depending on office location
• Salt contact: Robert Sprigens, (see below)

*Rates depend on experience and client requirements