Digital Product Operations Manager

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Digital Product Operations manager will play a pivotal role in ensuring the efficiency and effectiveness of our digital product operations. This individual will work closely with cross-functional teams to streamline processes, optimize resources, and support the product development lifecycle. The ideal candidate has a deep understanding of digital product management, an analytical mindset, and the ability to drive operational excellence in a fast-paced environment. This includes contributing to developing customer experiences, platform configuration, content, customer engagement strategies, and the maintenance of digital products.

Primary/Key Responsibilities

• Operational Oversight: Oversee the end-to-end operations of the digital product lifecycle, from ideation to release, ensuring smooth workflow and timely deliverables. This may also include some aspects of platform configuration and management.
• Process Optimization: Regularly evaluate and refine processes to improve efficiency, reduce waste, and eliminate bottlenecks within the customer experience and digital product ecosystem.
• Customer Experience: Facilitate CX activities that include customer journey mapping, flows, and customer engagement strategies with different stakeholder groups to develop optimal CX recommendations, including the use of market research.
• Cross-functional Collaboration: Liaise with Product Owners, Developers, UX/UI, QA, and other stakeholders to ensure that a desired customer experience or operational requirements are well understood and effectively implemented.
• Data-Driven Decision Making: Utilize metrics and analytics to track performance, identify areas for improvement, and make data-informed decisions to enhance a customer experience or digital product operations.
• Artificial Intelligence: Use AI tools to automate and enhance the content creation process, review and curate AI-generated content to ensure quality, accuracy, and relevance, and ensure that AI tools are updated, functional, and in line with the company’s objectives.
• Stakeholder Communication: Provide regular updates and recommendations on customer experience and digital product operational performance to senior leadership and relevant stakeholders.
• Risk Management: Proactively identify potential operational risks and develop mitigation strategies to ensure uninterrupted product development.
• Roadmap: Liaise with digital product owners and stakeholders to support prioritization and execution of digital product roadmaps.

Minimum Qualifications

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Additional Locations 

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At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is an Equal Opportunity Employer.   Our employees’ diverse range of perspectives, ideas, and backgrounds give Kaplan a competitive edge in anticipating and surpassing the needs of our students in today's global marketplace. We are dedicated to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We strongly believe that diversity strengthens our organization, fuels innovation, and improves our capacity to effectively serve our customers and communities.  Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.