Senior Manager, Product Support/Responsable principal, Support aux produits

Senior Manager, Product Support Group: Digital Insights Reports to: Director, Digital Insights Location: WADA Headquarters, Montreal, Canada Posting deadline: 26 June 2026 WHO WE ARE The World Anti-Doping Agency (WADA) was established in 1999 as an international independent agency to lead a collaborative worldwide movement for doping-free sport. As the global regulatory body, WADA’s primary role is to develop, harmonize and coordinate anti-doping rules and policies across all sports and countries. Our key activities include: scientific and social science research; education; intelligence & investigations; development of anti-doping capacity; and, monitoring of compliance with the World Anti-Doping Program. POSITION OVERVIEW Within the WADA Digital Insights Impact Area (the “Impact Area”), the Senior Manager, Product Support is responsible for delivering a high quality support service for the organization Anti-Doping Administration and Management System (ADAMS) and the Anti-Doping Education and Learning platform (ADEL), managing the product support team, creating and implementing a comprehensive product support strategy, and ensuring alignment between product development, product management and support functions. This role emphasized stakeholder management, proactive support strategies, and the continuous improvement of user satisfaction and operational effectiveness and operational effectiveness. KEY RESPONSIBILITIES 1. Product Support Management & Operations • Foster a collaborative, responsive, and proactive support culture; • Implement processes to effectively manage workload; • Develop and implement a strategic framework for support services across ADAMS and ADEL; • Manage and maintain the LMS, ensuring functionality, accessibility, and a user-friendly experience for all users in compliance with the necessary privacy and data management policies; • Oversee and coordinate Level 1 support activities, ensuring efficient and responsive service delivery; • Provide Level 2 support activities; • Manage and guide existing support staff to ensure consistency, efficiency, and quality of support services; • Establish and monitor support KPIs and user satisfaction metrics. 2. Stakeholder Engagement and Feedback Integration • Ensure stakeholder feedback collected through support channels is systematically analyzed, documented, and prioritized; • Coordinate with product management and development teams to ensure stakeholder needs are appropriately escalated and addressed; • Contribute to improving the user experience and overall stakeholder satisfaction of both platforms. 3. Cross-Team Coordination • Act as the liaison between support teams, product management, development teams, and other business units; • Facilitate alignment between platform development cycles and support readiness; • Establish structured escalation and communication processes across departments. 4. Release Readiness and Training • Contribute to the development and implementation of training plans for support staff prior to each platform release; • Ensure support teams are fully prepared to handle new features, changes, and potential issues; • Collaborate with product and development teams to ensure documentation and knowledge transfer are delivered in a timely manner. 5. Process Improvement and Governance • Contribute to identify opportunities to improve support processes, workflows, and service delivery models; • Contribute to promote a culture where user satisfaction and support insights are embedded within platform development decisions; • Contribute to strengthening operational resilience within the support function. QUALIFICATIONS AND SKILLS • Bachelor’s degree in Information Systems, Business Administration, Digital Services, or a related field; • 7+ years of experience in digital platform operations, product support, or stakeholder service management; • Experience working with enterprise platforms, digital ecosystems, or complex stakeholder environments; • Proven experience coordinating cross-functional teams (support, product management, development); • Strong stakeholder management and communication skills; • Ability to translate user feedback into actionable product improvements; • Experience with support management frameworks, service delivery models, or IT service processes; • Strategic thinking combined with operational execution capability; • Ability to manage multiple stakeholders and priorities in a complex organizational environment; • Customer-focused with a commitment to delivering exceptional service; • Excellent communication and problem-solving skills; • Excellent oral and written skills in one of the two WADA official languages (English/French) and very good command of the other official language; additional languages would be an asset; • No travel required; • Fit with organizational culture: Teamwork, team spirit and love of sport; • Aligned with WADA core values: Integrity, Openness and Excellence. WHAT WE OFFER • Competitive Benefits Package. Vision: WADA’s vision is a world where all athletes compete in a doping-free sporting environment. Mission: WADA's mission is to lead a collaborative worldwide movement for doping-free sport. About us: WADA is headquartered in Montreal, Canada and has regional offices in Cape Town, South Africa; Lausanne, Switzerland; Montevideo, Uruguay; Tokyo, Japan and the office of the President in Warsaw, Poland. As of February 2026, the Agency employs approximately 177 employees and is represented by 55 nationalities. We value the diversity of our employees – current and future – that, as a global team, endeavor every day to protect the rights of clean athletes worldwide. The masculine is used in our communications for the sole purpose of lightening the text and it designates all genders. WADA believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner. WADA would like to thank all candidates who have shown an interest by applying for a position. However, after a thorough profile review, only the retained candidates will be contacted.

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