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GardaWorld
C24 Academy Product OwnerGardaWorld • Montréal, Queb, CA
C24 Academy Product Owner

C24 Academy Product Owner

GardaWorld • Montréal, Queb, CA
19 days ago
Job type
  • Full-time
Job description

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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C24 Academy Product Owner • Montréal, Queb, CA

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