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 manage the escalation of issues for HE MyLab and Mastering learning applications. This role involves initial product triage of incidents, analyzing issues to understand their scope and impact, and managing escalated tickets to track and monitor product issues. The analyst will work closely with Product and Engineering teams to prioritize bug fixes and ensure effective communication with stakeholders regarding incident resolutions.

Responsibilities

• Manage escalation of issues for HE MyLab and Mastering learning applications.
• Perform initial product triage of incidents to analyze issues and understand their scope and impact.
• Track and manage escalated tickets, adding necessary information for monitoring product issues, bugs, trends, and volumes.
• Collaborate with Product and Engineering teams to set bug fix priorities and run cross-functional triage calls.
• Ensure appropriate communication back to stakeholders through various channels such as incidents, monitoring calls, and support articles.
• Track incident volumes that indicate customer pain points or confusion.
• Conduct Customer Tech Support and Faculty Support training initiatives in collaboration with customer-facing teams.
• Translate complex customer-reported issues into understandable terms for engineering teams and vice versa.

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 skills in Microsoft Office applications, particularly Word, Excel, and PowerPoint.
• Demonstrated negotiation, collaboration, and teamwork skills.
• Ability to influence and work effectively in cross-functional teams.
• Experience in product management, particularly with digital products.
• Demonstrable technical skills to translate technical language into actionable insights.

Benefits

• Annual incentive plan participation
• Health insurance
• 401k retirement plan
• Paid holidays
• Professional development opportunities