"Product Operations Coordinator"

Job Description

Reporting to the Senior Manager of Product Design and Development, the Product Operations Coordinator (POC) is responsible for collaborating with leadership to implement and document instructional and assessment technology solutions, processes, and best practices for the WGU Academy Design and Development team. The POC collaborates and communicates cross-functionally to help the team define, document, and implement effective services, programs, and initiatives. The POC empowers Academy by improving organizational processes by finding and removing inefficiencies to achieve better results with services, programs, and initiatives that allow Academy to improve customer and student outcomes. The ability to build and manage positive working relationships with colleagues and leaders at all levels and across the university will be critical to success in this position.

Essential Functions and Responsibilities:

• Contributes to a cross-functional, agile team by coordinating and documenting the updating and launching of courses and assessments on the Academy 2.0 platform
• Develops and maintains a collaborative relationship with all appropriate internal and external stakeholders.
• Leads cross-functional working groups to implement and support new services, programs, and/or initiatives.
• Standardizes documentation of process and procedures for UAT, release plans and release notes, experiment findings, internal program, service or course announcement materials
• Empathizes with adult learners, under-served populations, and student body and supports experiences accordingly.
• Maintains standard templates and frameworks for communication and supporting program or service processes and practices.
• Updates program and course resources index and archives of the Academy organization.
• Partners with project managers to ensure process alignment that enables value delivery
• Provides tier 2 support for implemented technologies
• Participate in cross-university coordination with key stakeholders in the launch and maintenance of programs and courses.
• Assists with product release strategies, ensuring the readiness of the various business partners
• Manages expectations by understanding when initiatives are at risk and proactively communicating with stakeholders
• Ensures product quality by testing software features to ensure they satisfy the acceptance criteria and work with stakeholders and end users to coordinate user acceptance testing activities
• Performs other related duties as assigned

Knowledge, Skill and Abilities:

• Excellent project management skills
• Models leadership and professionalism
• Ability to plan, organize, and manage strategic initiatives
• Strong analytical, problem-solving, and decision-making skills
• Demonstrated ability to support, coach and provide feedback to others
• Strong organizational skills with a high attention to detail
• Effective listening skills and ability to adapt well and willingly in an environment of change
• Ability to analyze operations, processes, systems and identify process improvement opportunities
• Experience creating documentation and communication standards and frameworks
• Strong communication skills, including the ability to translate between technical and nontechnical partners.
• Awareness of exceptional learning experiences within a student life cycle.
• Demonstrated ability to work on multiple projects simultaneously.
• Ability to work collaboratively and creatively in a fast-paced, agile environment.
• Demonstrated experience documenting requirements, processes, and specifications.
• Strong attention to detail and a feeling of pride and ownership over the quality of our learning experience
• Awareness of user experience best practices, including accessibility requirements.
• Ability to build relationships at all levels of an organization.
• Ability to collaborate and contribute to working groups in person and remotely.
• Strong organizational, project management, and time management skills.
• Detail-oriented approach.
• Ability to manage multiple projects efficiently.
• Excellent written, oral, presentation, and interpersonal skills.
• Experience with technology-driven document and collaboration
• Looks beyond the obvious and doesn't stop at the first solution proposed
• Makes choices about priorities that clearly demonstrate an understanding of the business goals, market demand and user needs
• Can effectively cope with change and can shift gears comfortably

Job Qualifications

Minimum Qualifications

• Bachelor's degree in a related field and 2+ years of related work experience OR
• Advanced degree in a related field and 1+ years of related work experience

Preferred Qualifications

• Operations training
• Experience within an Agile environment
• Change Practitioner Certification
• Previous experience in Education Technology, Learning Design, or similar
• Experience working within Higher Education
• Experience with competency-based education
• Experience with SAML, PING, and LTI integrations
• Ability to leverage AI for automating processes.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.