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
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Oversee daily LMS operations, ensuring platform stability and usability
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Manage course setup, learning paths, user roles, and permissions
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Monitor system performance and resolve operational issues promptly
2. Customer Support & Issue Management (Core Responsibility)
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Own the end-to-end LMS support experience for Crisis24 employees, instructors, and administrators
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Act as the primary escalation point for complex or unresolved LMS issues
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Investigate and resolve user issues related to access, enrollments, completions, and reporting
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Collaborate with IT and external vendors to troubleshoot and resolve technical problems
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Track and analyze support tickets to identify recurring issues and improvement opportunities
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Define, document, and optimize LMS support processes and workflows
3. User Experience & Continuous Improvement
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Gather feedback from users to identify pain points and usability improvements
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Support bilingual or localized LMS experiences where applicable
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Maintain clear and user-friendly LMS structures and naming conventions
4. Data Accuracy & Reporting Support
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Ensure accurate tracking of learner activity, course completions, and certifications
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Perform data validation and cleanup to maintain high data integrity
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Support reporting needs for compliance and internal stakeholders
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Investigate discrepancies in LMS data and report them to the Product Manager
5. Backlog Execution & System Enhancements
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Manage and maintain a prioritized backlog of LMS fixes and minor enhancements
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Support testing (UAT) of system updates, fixes, and minor feature releases
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Ensure enhancements are implemented correctly and meet user needs
6. Governance & LMS Standards
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Enforce LMS governance standards (course structure, naming conventions, version control)
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Maintain documentation of LMS processes, procedures, and configurations
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Ensure alignment with internal policies and audit requirements
7. Training & Internal Enablement
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Provide guidance and training to LMS administrators and internal teams
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Develop job aids, SOPs, and quick reference materials
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Support onboarding of new LMS users and administrators
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Promote best practices to improve LMS adoption and usage
Qualifications
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Experience managing or administering an LMS is a strong asset (e.g., Absorb, Docebo)
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Strong troubleshooting and problem-solving skills
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Experience supporting end users in a system or application environment
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High attention to detail, especially with data accuracy and reporting
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Ability to communicate clearly with both technical and non-technical stakeholders
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Experience working with Excel/CSV data management is an asset
Key Success Measures
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Timely resolution of LMS support issues
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High data accuracy and reporting reliability
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Improved user satisfaction and reduced support volume over time
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Efficient and well-documented LMS processes
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Strong adoption and ease of use of the LMS
