C24 Academy Product Owner

GardaWorld•Montreal, QC

5d•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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
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
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
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
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
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
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