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