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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

What you’ll do

The Product Owner manages the day-to-day operations, optimization, and support of the Learning Management System (LMS). They act as the primary bridge between business users and technical partners to ensure platform stability and a seamless learner experience.

Requirements

Candidates should have experience administering an LMS and strong problem-solving skills for end-user support. Proficiency in data management using Excel/CSV and the ability to communicate with technical and non-technical stakeholders are required.

Listed skills

• Microsoft Excel · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• LMS Administration
• Product Ownership
• Troubleshooting
• Data Validation
• User Experience
• Stakeholder Communication
• UAT Testing
• Backlog Management
• Reporting
• Process Optimization
• Excel
• CSV Data Management

Job areas

• Education
• Technology
• Customer Service & Support
• Management & Leadership
• Software