Product Support Manager (AiBC)

Location: UK or Poland (residents only – relocation and sponsorship not provided) Role purpose --- Product Support Manager for the AiBC products will contribute to the development, testing and delivery of a high-quality global English & Exams digital products, for the specified platform(s). To provide advice and support to British Council global teams in the use of digital learning and assessment to facilitate partnerships and content delivery of the Global English & Exams products. | Role context --- E&E is a commercially run business with an income of over £700 million per annum generating financial surpluses that are critical to the overall financial sustainability of the British Council Our work in English teaching generates annual revenues of nearly £200m annually, with activities spanning a global network of 80 English teaching centres in 50 countries, teaching 400,000 students each year, as well as an emerging portfolio of on-line products and services already reaching over 120 million English learners and teachers annually. Our work in examinations generates annual revenues of nearly £500m and spans English proficiency testing, including the world’s leading English test IELTS (run in partnership with Cambridge Assessment English and IDP) which is now taken by 3 million candidates worldwide each year, as well as the British Council’s own Aptis test, and a wide range of UK school, professional and other qualifications. Main accountabilities Product, programme & service development Leads on the development of certain sectors of the digital learning and assessment portfolio ensuring these are fit for purpose and create opportunities for income generation and impact objectives In collaboration with the Product Owner, contributes to the development of future digital learning and assessment concepts, products and content Contribute to the development of a strategy for the offer for learners and test takers which is integrated into the wider Global English & Exams strategy and meets market needs. Manages the end-user testing of digital assessment and learning products. Collates feedback from users and stakeholders to inform product decisions Manages the day-to-day liaison with developers and designers ensuring product requirements are understood, delivered on time, to budget and in line with quality standards May own the product roadmap for existing products, managing the backlog for new product development Sector/subject expertise Actively builds and develops knowledge of the latest developments in digital assessment and learning technologies through research, academic papers and industry knowledge. Disseminates this knowledge through conferences and publications and internal channels Consultancy and Support Liaises across the global product development team to ensure a collaborative approach across the digital portfolio Oversee the monitoring and evaluation of the project portfolio Commercial & resource management Uses agreed corporate systems and processes, plans and manages the budget for a range of small/medium-sized projects and conducts monthly and year-end reporting on expenditure, profitability and risk Maintains and develops procedures and systems which support corporate compliance in financial planning and management with management of finances Negotiates and manages contracts for the Product team with external contractors and consultants Responsible for managing and developing relationships with allocated partners, content providers, developers, mobile manufacturers, mobile network operators, consultants and other stakeholders, which support project delivery Leadership & management Plans and prioritises own work activities, and those of a wider project team/teams (including external freelancers e.g developers), to ensure effective delivery of diverse responsibilities and deliverables Follows corporate best practice for data protection and child protection, ensuring we are compliant with British Council policy and legal requirements. Shares intelligence and ideas to support senior managers in identifying/developing ways in which digital learning could make the most effective impact on the British Council’s cultural relations and commercial strategies Language Requirements Written and verbal fluency in English. Certification and Professional Qualifications Agile project management qualification preferred Education First degree or equivalent qualification/ experience Role specific knowledge and experience Minimum / essential requirements Experience in administering a range of large-scale technical platform project operations Experience in creating and maintaining process documentation Experience in rolling out changes to business processes to participants with a variety of roles and across multiple locations and/or time zones Ability to design and deliver consistently high-quality training collateral (e-learning modules, guides/videos/FAQ documents) to short deadlines Ability to handle large data sets from different data systems, to analyze data & feedback, identify opportunities and respond to changes Ability to work with Excel at an advanced level, Power BI and / or other data processing software Experience of working with digital learning / assessment platforms, to meet user and customer needs Ability to troubleshoot, report and provide solutions and workarounds to technical problems in a large-scale learning or assessment platform Full time residency in the UK or Poland with unlimited right to work Desirable Familiar with E&E digital products and platforms Experience in platform development Knowledge of British Council global structure and internal systems Knowledge and understanding of core English & Exams online operations, B2C & B2G contexts Experience of running testing and UAT on technical platforms British Council values and behaviours British council values and behaviours are applicable across our organisation, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold. Unit: English & Exams / Product / Delivery and Governance Work style: hybrid Pay band: 7 Annual salary range: PLN 132,000 - 168,000 (Poland) £31,000 - £34,000 (UK)