Job Summary:
We are seeking an experienced Product Operations Administrator to work in collaboration with product, operations, and engineering stakeholders to manage product commercialization, customer provisioning, onboarding, and support for our Pearson Skilling Suite learning platform and its associated products. The ideal candidate will be comfortable working collaboratively with customers, end users, sales, product, and engineering team members to deliver value and help resolve issues. The Admin is responsible for ensuring a seamless user experience for internal and external users by understanding and documenting customer and product setup steps, licensing, and order processing. The Admin must be comfortable troubleshooting issues with the LMS and its implementation and ensure Pearson Skilling Suite products are commercialized and maintained on the various Pearson eComm stores and product databases.
Key Responsibilities:
- Commercialization and Product Alignment
- E-Commerce Product setup & multi-channel store alignment
- Data steward: Product DB management (modalities, BOM, IP source, etc) and change logs
- Catalog and course metadata management
- Custom product setup and management
Provisioning
- Perform institution provisioning and order fulfillment
- Support LTI Customer onboarding
- Create and maintain provisioning and product information guides for the operations team
Customer Support and Troubleshooting
- Monitor and respond to support tickets, troubleshooting and resolving issues for end
- Provide technical support and guidance on platform navigation, course participation, and system usage.
- Create and maintain detailed documentation on user support processes and troubleshooting guides.
- Work with customers, support, and development to troubleshoot integrations
- Attend and support issue triage meetings with product and engineering
Reporting
- Gather, analyze, and interpret data related to product performance, product utilization, user feedback, and other inputs
- Develop and maintain product dashboards, reports, and metrics to track key performance indicators (KPIs).
- Identify trends and insights to inform product or operational strategy and decision-making.
Required Qualifications & Skills:
- Bachelor's degree in Education, Information Technology, or a related field (or equivalent experience).
- 2+ years of experience with enterprise or academic LMS administration, supporting B2B or Academic customers and users in commercial training, education, or ed-tech businesses.
- Our ideal candidate will have experience leveraging learning system standards and tools to facilitate integrations between learning systems and enabling 3rd-party content launches.
- Analytical Skills: Strong ability to analyze data, identify trends, and draw conclusions.
- Technical Skills: Experience with data analysis tools and platforms (e.g., SQL, Excel, Tableau) as well as learning system standards like LTI, SCORM, and xAPI.
- Product Knowledge: Understanding of software and content product development processes and methodologies.
- Communication and Collaboration: Ability to effectively communicate findings and collaborate with cross-functional teams.
- Problem-Solving: Ability to identify and solve problems related to product operations.
- Project Management: Ability to manage projects and ensure timely delivery of deliverables.
