C24 Academy Product Owner

Role Overview The Crisis24 Academy Product Owner is responsible for the day-to-day management, optimization, and support of the Learning Management System (LMS). This role ensures the platform operates efficiently, supports business and compliance training needs, and delivers a seamless experience for learners and administrators. Acting as a bridge between business users, support teams, and technical partners, the Crisis24 Product Owner plays a critical role in maintaining system accuracy, resolving issues, and continuously improving LMS processes and usability. This is a hybrid position with up to 3 days per week in our Ville St-Laurent office. Key Responsibilities 1. LMS Operations & Administration • Oversee daily LMS operations, ensuring platform stability and usability • Manage course setup, learning paths, user roles, and permissions • Monitor system performance and resolve operational issues promptly 2. Customer Support & Issue Management (Core Responsibility) • Own the end-to-end LMS support experience for Crisis24 employees, instructors, and administrators • Act as the primary escalation point for complex or unresolved LMS issues • Investigate and resolve user issues related to access, enrollments, completions, and reporting • Collaborate with IT and external vendors to troubleshoot and resolve technical problems • Track and analyze support tickets to identify recurring issues and improvement opportunities • Define, document, and optimize LMS support processes and workflows 3. User Experience & Continuous Improvement • Gather feedback from users to identify pain points and usability improvements • Support bilingual or localized LMS experiences where applicable • Maintain clear and user-friendly LMS structures and naming conventions 4. Data Accuracy & Reporting Support • Ensure accurate tracking of learner activity, course completions, and certifications • Perform data validation and cleanup to maintain high data integrity • Support reporting needs for compliance and internal stakeholders • Investigate discrepancies in LMS data and report them to the Product Manager 5. Backlog Execution & System Enhancements • Manage and maintain a prioritized backlog of LMS fixes and minor enhancements • Support testing (UAT) of system updates, fixes, and minor feature releases • Ensure enhancements are implemented correctly and meet user needs 6. Governance & LMS Standards • Enforce LMS governance standards (course structure, naming conventions, version control) • Maintain documentation of LMS processes, procedures, and configurations • Ensure alignment with internal policies and audit requirements 7. Training & Internal Enablement • Provide guidance and training to LMS administrators and internal teams • Develop job aids, SOPs, and quick reference materials • Support onboarding of new LMS users and administrators • Promote best practices to improve LMS adoption and usage Qualifications • Experience managing or administering an LMS is a strong asset (e.g., Absorb, Docebo) • Strong troubleshooting and problem-solving skills • Experience supporting end users in a system or application environment • High attention to detail, especially with data accuracy and reporting • Ability to communicate clearly with both technical and non-technical stakeholders • Experience working with Excel/CSV data management is an asset Key Success Measures • Timely resolution of LMS support issues • High data accuracy and reporting reliability • Improved user satisfaction and reduced support volume over time • Efficient and well-documented LMS processes • Strong adoption and ease of use of the LMS

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