Product Support Manager - Education Sector
Role details
Job location
Tech stack
Job description
We are seeking a proactive and analytical Product Support Manager to support a portfolio of global digital learning and assessment products.
This is an exciting opportunity for a product operations and platform support professional who enjoys working at the intersection of Product, Operations, Technical Support, Data Analysis, and User Experience.
The successful candidate will play a key role in ensuring digital learning and assessment platforms deliver an outstanding experience for learners, users, and stakeholders across multiple countries and time zones. You will work closely with Product Owners, developers, designers, content teams, and business stakeholders to support product development, manage testing activities, analyse platform performance, and drive continuous improvement.
What you will be doing?
- Provide operational support for large-scale digital learning and assessment platforms.
- Manage and coordinate User Acceptance Testing (UAT), including test planning, execution, defect tracking, and feedback collection.
- Collaborate with Product Owners, developers, and stakeholders to support product enhancements, releases, and continuous improvement initiatives.
- Analyse platform data and user feedback using Excel, Power BI, and other reporting tools to identify trends and improvement opportunities.
- Create and maintain process documentation, standard operating procedures, and knowledge base resources.
- Develop and deliver high-quality training materials, including user guides, E-learning content, videos, and FAQs.
- Investigate, troubleshoot, and resolve technical platform issues, working closely with technical teams to implement solutions.
- Support the rollout of new features, processes, and platform changes across global teams and multiple time zones.
- Build and maintain effective relationships with internal and external stakeholders to ensure successful product delivery and adoption.
- Monitor platform performance and contribute to ongoing product development, optimisation, and operational excellence.
Requirements
- Experience supporting operations for large-scale technical platforms.
- Strong Product Operations and Product Support experience.
- Experience conducting and managing User Acceptance Testing (UAT).
- Advanced Excel skills.
- Experience using Power BI and/or other reporting and analytics tools.
- Strong data analysis skills with the ability to interpret large datasets.
- Experience creating and maintaining process documentation.
- Ability to design and deliver training materials, user guides, FAQs, and E-learning content.
- Experience supporting digital learning, assessment, SaaS, or platform-based products.
- Strong technical troubleshooting and problem-solving skills.
- Excellent stakeholder management and communication skills.
- Fluent written and spoken English.
Desirable Skills
- Experience with Learning Management Systems (LMS) or EdTech platforms.
- Experience in platform development environments.
- Knowledge of Agile delivery methodologies.
- Agile Project Management certification.
- Experience supporting digital assessment platforms.
- Understanding of online learning and assessment operations.