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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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