Senior Product Management Analyst

$80,000 - $105,000/Yr

Pearson Education - Englewood, CO

Full-time - Mid Level

Englewood, CO

Publishing Industries

About the position

The Senior Product Management Analyst will oversee the escalation of issues related to HE MyLab and Mastering learning applications. This role involves initial product triage of incidents, managing escalated tickets, and collaborating with Product and Engineering teams to prioritize bug fixes. The analyst will also ensure effective communication with stakeholders and track incident volumes to identify customer pain points, ultimately guiding product team priorities based on customer data.

Responsibilities

• Manage escalation of issues for HE MyLab and Mastering learning applications.
• Conduct initial product triage of incidents to analyze issues, scope, and impact.
• Triage and manage escalated tickets, adding information for tracking product issues.
• Work closely with Product and Engineering teams to set bug fix priorities.
• Run regular cross-functional triage calls to expedite incident resolution.
• Ensure appropriate communication back to stakeholders via various channels.
• Track incident volumes to identify customer pain points and confusion.
• Train customer tech support and faculty support teams in conjunction with customer-facing teams.
• Translate complex customer-reported issues for engineering teams and vice versa.
• Guide customer tech support in resolving customer contacts and explaining application features.

Requirements

• Educated to degree level (or equivalent).
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Self-motivated and able to work under pressure.
• Intermediate to advanced Microsoft Office skills, particularly in Word, Excel, and PowerPoint.
• Demonstrated negotiation, collaboration, and teamwork skills.
• Ability to influence and work effectively in cross-functional teams.
• Product management experience, including managing digital products.
• Demonstrable technical skills to translate technical language into actionable insights.

Benefits

• Annual incentive plan participation
• Inclusive culture promoting diversity, equity, and inclusion
• Opportunities for professional growth and development