Lead Product Operations Coordinator

As a driver of efficiency and continuous operations improvements the Lead Product Operations Coordinator is responsible for directing and reviewing the work of other team members. They set the standards by which the team operates. Collaborating with senior people leaders they identify create develop execute and document instructional and assessment technology solutions processes and best practices. They lead in designing and facilitating cross-functional collaboration communication & visibility by leveraging their senior knowledge insights and skills to help us define document and implement effective services programs and initiatives. The Lead Product Operations Coordinator is a mentor and subject matter expert for operations team members and partners across the University. The Lead Product Operations Coordinator collaborates cross-functionally with leads and individual contributors from Academy EdTech Legal Vendor Management Procurement and Program Development to create develop and implement excellent governance continuous improvement of processes and communication to improve efficiencies and outcomes for Academys services programs and initiatives. The Lead Product Operations Coordinator facilitates and leads Academys connection with their internal clients students and organizational partners by creating optimizing and documenting processes and best practices utilizing excellent communication methods. The Lead Product Operations Coordinator empowers Academy by improving organizational processes by finding and removing our inefficiencies to achieve better results with our services programs and initiatives that allow Academy to improve customer and student outcomes. The ability to build and manage positive working relationships with colleagues and leaders at all levels across the University will be critical to success in this position.

Responsibilities

• Contributes to a cross-functional agile team by discovering coordinating and documenting the integration of various learning resources and assessments into courses and programs on the Academy 2.0 platform
• Develops and maintains a collaborative relationship with all appropriate internal and external stakeholders.
• Collaborates with WGU leaders and business stakeholders to determine project scope and delivery expectations.
• Leads the departments operational efficiency assisting project managers in complying with all deadlines.
• Oversees the functionality of all products by coordinating complex operational flows and communication channels across the University.
• Shows others how to approach job tasks and projects with a mindset of continuous learning and improvement improving skills and sophistication and self-motivation to learn new skills.
• Works independently and mentors others to achieve project objectives.
• Reviews others work for quality and accuracy providing feedback and training where needed.
• Uses qualitative and quantitative insights to dig deep into workflows and program usage to drive both operational initiatives and improve efficiencies.
• Leads cross-functional working groups to implement and support new services programs and/or initiatives.
• Standardizes documentation of process and procedures for UAT release plans and release notes experiment findings internal program service or course announcement materials
• Ensures the implementation of LRs (learning resources) and assessments that contribute to robust student outcomes in both academic courses and the affective/non-cognitive domain.
• Empathizes with adult learners underserved populations and the student body and designs experiences accordingly.
• Applies experience and subject matter expertise to the highest level of projects or assignments.
• Stays current with trends innovations and research in learning science instructional media UI/UX and learner behavior.
• Creates standard templates and frameworks for communication and supporting program or service processes and practices.
• Routinely communicates roadmap progress to Academy and WGU leadership and cross-functional stakeholders to drive decision-making on key trade-offs.
• Creates and manages program and course resources index and archives of the Academy organization.
• Partners with project managers to ensure process alignment that enables value delivery
• Develops specifications and standards for 3rd party providers of instructional and assessment technologies.
• Provides tier 2 support for implemented technologies
• Facilitate cross-university coordination with key stakeholders in the launch and maintenance of programs and courses.
• Works closely with cross cross-functional team of stakeholders end-users engineers UX designers and product leaders to understand the problems to solve inform the product vision and define requirements
• Guides product release strategies ensuring the readiness of the various business partners
• Becomes the expert for their product demonstrating mastery of the current offerings with an understanding of gaps that inform their near-term product roadmap and contribute to long-term strategy
• Manages expectations by understanding when initiatives are at risk and proactively communicating with stakeholders
• Ensures product quality by testing software features to ensure they satisfy the acceptance criteria and work with stakeholders and end users to coordinate user acceptance testing activities
• Establishes audits and reports to ensure data accuracy and integrity
• Leads cross-functional teams in operationalizing standards and business models that effectively and seamlessly interrelate with business operations across the department.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

• Agile Program Management Project Management SDLC experience
• Excellent program and project management skills
• Models leadership and professionalism
• Ability to plan organize and manage strategic initiatives
• Advanced analytical problem-solving and decision-making skills
• Demonstrated ability to support coach and provide feedback to others
• Ability to influence build consensus and motivate others
• Advanced organizational skills with a high attention to detail
• Effective listening skills and ability to adapt well and willingly in an environment of change
• Ability to analyze operations processes systems and identify process improvement opportunities
• Experience creating documentation and communication standards and frameworks
• Strong communication skills including the ability to translate between technical and nontechnical partners.
• Knowledge and understanding of exceptional learning experiences within a student life cycle.
• Demonstrated ability to work on multiple projects simultaneously.
• Ability to work collaboratively and creatively in a fast-paced agile environment. Experience working with educational technologies such as SCORM xAPI learning management systems (LMS) and/or LTI.
• Demonstrated experience documenting requirements processes and specifications. Strong attention to detail and a feeling of pride and ownership over the quality of our learning experience
• Program-level curriculum and assessment design and development experience.
• Strong online learning design and development skills.
• A clear understanding of user experience best practices including accessibility requirements.
• Ability to build relationships and influence at all levels of an organization.
• Ability to facilitate groups and meetings in person and remotely.
• Strong organizational project management and time management skills.
• Detail-oriented approach.
• Ability to manage multiple projects efficiently.
• Excellent written oral presentation and interpersonal skills.
• Proficient in technology-driven document and collaboration
• Understands the landscape of problems and quickly zeros in on the best strategy to achieve business outcomes
• Looks beyond the obvious and doesnt stop at the first solution proposed
• Makes choices about priorities that clearly demonstrate an understanding of the business goals market demand and user needs
• Can effectively cope with change and can shift gears comfortably
• Ability to take give and receive feedback and iterate toward improved learning and engagement.
• Excellent interpersonal skills

• Bachelors Degree in a related field advanced degree preferred (in education learning technology instructional design or another relevant field)

Experience

• 6 years of related work experience
• Experienced mentor and coach who brings out the best in other professionals
• Strong prioritization and time management skills to balance multiple demands
• Ability to grasp new concepts extreme attention to detail and strong communication skills
• Ability to leverage AI for automating processes.

Preferred

• Operations training
• Experience within an Agile environment
• Change Practitioner Certification
• Previous experience in Education Technology Learning Design or similar
• Experience working within Higher Education
• Experience with competency-based education
• Experience with SAML PING and LTI integrations

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.