Product & Learner Support Specialist

Job description

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you! The opportunity Learning Platform Operations Specialist supports the delivery of high-quality client learning experiences by configuring and managing learning products and programs. This role also provides Tier 1 technical support, training, documentation, and quality control. The position will require close collaboration with cross-functional teams to meet client needs. Experience with the D2L Brightspace platform and basic HTML is a plus. Success in this role is driven by attention to detail, initiative, clear communication, and a willingness to support team members to achieve exceptional client outcomes. Key Responsibilities : Provide support to client teams in delivery of first-class learning experiences for clients, including, but not limited to, learning portal set-up and configuration, portal training, documentation, Tier 1 technical support, and quality control. Become an expert in the workings and use of our program delivery platform. Coordinate with other HBP colleagues (e.g., Client Success, Technical Support, etc.) to execute on client portal needs and deliverables. Confer with team members and other HBP colleagues on developing portal building processes, best practices, documentation, and supporting materials. Aim to continually improve team processes and procedures; follow and reinforce accepted processes. Participate in team meetings by communicating updates, sharing feedback, offering new ideas, communicating challenges, etc. Be proactive about looking for risks and mistakes/errors before they happen, as well as opportunities for improvement, and be bold in raising them. Use HBP systems and tools to support knowledge management, data gathering, financial analyses, and product delivery, including workload management and time tracking. Initiate action to accomplish work goals and achieve results beyond what is required. Provide back-up to support to other team members as needed. The position will work US Eastern Time business hours. Requirements: Familiarity with Microsoft Office Suite (Word, Excel, Teams), CRM and ticketing systems (such as Salesforce or Zendesk), Splunk, and/or learning management systems. Ability to clearly and confidently communicate basic technical information to non-technical users, while working collaboratively with internal teams to resolve client issues. Demonstrated ability to adapt quickly to shifting priorities, new tools, and evolving client needs in a fast-paced environment. Proficient in the use of personal computers, mobile devices, web-based applications, and interactive learning tools. Strong written and verbal communication skills, with a focus on delivering professional, client-centered support and collaborating effectively with cross-functional teams. Experience and Education 3-5 Years’ experience in any of the related fields; sales, consulting, publishing, educational technology, technical support, product support or client success A minimum of a three/four-year degree from an accredited institution of higher education What we offer As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays! HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.