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

World Anti-Doping Agency•Montreal, QC

19d•Onsite

About The Position

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.

Requirements

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;

Nice To Haves

additional languages would be an asset
Fit with organizational culture: Teamwork, team spirit and love of sport;
Aligned with WADA core values: Integrity, Openness and Excellence.

Responsibilities

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.
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.
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.
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.
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.