Digital Product Coordinator

Diversified Communications is seeking a Digital Product Coordinator to join our growing company! This position supports e-learning and subscription products for various industries, including Institute of Finance and Management (IOFM.com), Smart Energy Decisions (www.smartenergydecisions.com), and the American Society of Administrative Professionals (asaporg.com)

The Digital Product Coordinator is a key logistical role, supporting the operations of a custom web platform, working with the content team to build new e-learning products, and delivering daily reporting on product performance. This role is responsible for the overall customer experience, which means managing customer service (answering product questions directly and working with sales, content, and accounting to ensure other resolutions). The Digital Product Coordinator collaborates with marketing to design communication that enables customer success and works closely with the web team to translate customer needs into product features.

Key Areas of Responsibility will include:

• Execute the day-to-day back-end operations of a custom web platform (combines e-commerce/content management system/learning management system)
• Log and monitor bug reports and product requests to the web team
• Help web team launch new features and enhancements: provide customer insights, give feedback on/test new product features
• Create and edit webpages within custom CMS
• Serve as in-house expert to internal teams on capabilities of web platform, advise alternative solutions when necessary
• Build e-learning courses using Articulate software to deliver content produced by subject matter experts
• Add products to the e-commerce platform and coordinate frictionless checkout process
• Provide daily/monthly e-commerce reporting on product performance
• Analyze data ad-hoc to deliver actionable business intelligence
• Assume primary responsibility for the customer-facing phone line/email inbox, answering technical product questions directly and looping in other internal teams as needed to achieve resolutions
• Collaborate with marketing to design messaging that enables customer success, like onboarding, engagement, and expiration campaigns

The ideal candidate will have 1-3 years relevant work experience in digital products or related field (B2B, e-learning or subscription-based preferred). They also enjoy being involved in a little bit of everything, learn to navigate new digital environments quickly, and are committed to continuous improvement. Strong writing skills preferred.

Experience with any of the following technologies (or similar) is a plus: any LMS, any CMS, any e-commerce platform, Articulate, Zendesk, data analysis tools (Excel/Power BI/ Google Looker Studio), HTML/CSS, Google Suite.

Some travel may be required!