Product Support Manager (AiBC)

Location: UK or Poland

(residents only – relocation and sponsorship not provided)

Role purpose

Product Support Manager for the AiBC products will contribute to the development, testing and delivery of a high-quality global English & Exams digital products, for the specified platform(s). To provide advice and support to British Council global teams in the use of digital learning and assessment to facilitate partnerships and content delivery of the Global English & Exams products.

Main accountabilities

Product, programme & service development

Leads on the development of certain sectors of the digital learning and assessment  portfolio ensuring these are fit for purpose and create opportunities for income generation and impact objectives

In collaboration with the Product Owner, contributes to the development of future digital learning and assessment concepts, products and content

Contribute to the development of a strategy for the offer for learners and test takers which is integrated into the wider Global English & Exams strategy and meets market needs.

Manages the end-user testing of digital assessment and learning products. Collates feedback from users and stakeholders to inform product decisions

Manages the day-to-day liaison with developers and designers ensuring product requirements are understood, delivered on time, to budget and in line with quality standards

May own the product roadmap for existing products, managing the backlog for new product development

Sector/subject expertise

Actively builds and develops knowledge of the latest developments in digital assessment and learning technologies through research, academic papers and industry knowledge. Disseminates this knowledge through conferences and publications and internal channels

Consultancy and Support

Liaises across the global product development team to ensure a collaborative approach across the digital portfolio

Oversee the monitoring and evaluation of the project portfolio

Commercial & resource management

Uses agreed corporate systems and processes, plans and manages the budget for a range of small/medium-sized projects and conducts monthly and year-end reporting on expenditure, profitability and risk

Maintains and develops procedures and systems which support corporate compliance in financial planning and management with management of finances

Negotiates and manages contracts for the Product team with external contractors and consultants

Responsible for managing and developing relationships with allocated partners, content providers, developers, mobile manufacturers, mobile network operators, consultants and other stakeholders, which support project delivery

Leadership & management

Plans and prioritises own work activities, and those of a wider project team/teams (including external freelancers e.g developers), to ensure effective delivery of diverse responsibilities and deliverables

Follows corporate best practice for data protection and child protection, ensuring we are compliant with British Council policy and legal requirements.

Shares intelligence and ideas to support senior managers in identifying/developing ways in which digital learning could make the most effective impact on the British Council’s cultural relations and commercial strategies

Language Requirements

Written and verbal fluency in English.

Certification and Professional Qualifications

Agile project management qualification preferred

Education

First degree or equivalent qualification/ experience

Role specific knowledge and experience

Minimum / essential requirements

Experience in administering a range of large-scale technical platform project operations

Experience in creating and maintaining process documentation

Experience in rolling out changes to business processes to participants with a variety of roles and across multiple locations and/or time zones

Ability to design and deliver consistently high-quality training collateral (e-learning modules, guides/videos/FAQ documents) to short deadlines

Ability to handle large data sets from different data systems, to analyze data & feedback, identify opportunities and respond to changes

Ability to work with Excel at an advanced level, Power BI and / or other data processing software

Experience of working with digital learning / assessment platforms, to meet user and customer needs

Ability to troubleshoot, report and provide solutions and workarounds to technical problems in a large-scale learning or assessment platform

Full time residency in the UK or Poland with unlimited right to work

Desirable

Familiar with E&E digital products and platforms

Experience in platform development

Knowledge of British Council global structure and internal systems

Knowledge and understanding of core English & Exams online operations, B2C & B2G contexts

Experience of running testing and UAT on technical platforms

British Council values and behaviours

British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold.