Product Support Manager

Product Support Manager – Digital Learning & Assessment
Location: London - Hybrid (2 x PW)
32 days annual leave + Flexible Working + 28% pension + Bonus + much more
£31,000–£34,000 per annum

Overview
This role is responsible for supporting, developing and delivering digital learning and assessment products within a global education environment. Working closely with Product Owners, developers and international stakeholders, you'll help ensure digital platforms are reliable, user-focused and continuously improved while supporting a global user base.

This role would suit someone with a background in Product Support, Product Operations, Digital Learning Platforms, SaaS Platform Support, Application Support or Technical Product Management who enjoys working with global stakeholders, analysing data, improving digital products and supporting large-scale online platforms. It is a blend of product support (around 60%) and product/project coordination (around 40%), rather than a software development role.

Key Responsibilities

Manage the day-to-day support and continuous improvement of digital learning and assessment platforms.
Coordinate with developers, designers and Product Owners to deliver new features and enhancements.
Lead User Acceptance Testing (UAT), gather user feedback and help prioritise product improvements.
Manage product backlogs and contribute to product roadmaps.
Produce and maintain process documentation, user guides, training materials and e-learning resources.
Troubleshoot platform issues and provide technical support and workarounds.
Analyse large datasets using Excel, Power BI and other reporting tools to identify trends and improve products.
Manage relationships with external suppliers, partners and stakeholders.
Support project delivery, budget tracking and contract management.
Collaborate with global teams across multiple countries and time zones.
Essential Skills & Experience

Experience supporting large-scale technical or digital platform projects preferably within Ed-Tech is a must have.
Strong knowledge of digital learning or assessment platforms.
Experience coordinating UAT and platform testing.
Advanced Excel skills with experience using Power BI or similar reporting tools.
Ability to analyse data and translate findings into product improvements.
Experience creating documentation, training materials and user guidance.
Strong stakeholder management and communication skills.
Ability to troubleshoot technical issues and support platform users.
Experience delivering change across international teams.
Desirable

Agile project management certification.
Experience with platform development.
Knowledge of digital education or assessment products.
Familiarity with English learning or examination platforms
Only candidates based in UK and eligible to work in UK are allowed