Product Operations Associate Manager

Role purpose The Product Operations Associate Manager is the operational engine behind Richardson's digital avatar-led video production, translation operations, and digital content maintenance work. The fully remote role sits within the Learning Content & Experiences team, reporting to the Senior Product Manager, Learning Content & Experiences, and is responsible for the day-to-day coordination, execution, and continuous improvement of these workstreams. This is a hands-on operational role rather than a strategic-ownership one: the Senior Product Manager sets direction and standards for customisation, translation, and content operations, and this role executes against that direction — keeping intake, workflows, and stakeholder coordination running smoothly across a growing and increasingly complex set of content initiatives. Scope of responsibility - End-to-end production coordination for digital avatar-led video experiences, from video creation and AI-generated asset production through to platform publishing and process optimisation. - Translation operations management, covering roadmap intake, workflow coordination, feedback management, and facilitator review processes. - Management of AI Roleplay intake alongside the customisation process, ensuring the two remain aligned rather than run as separate, conflicting workstreams. - Coordination and execution support for digital content maintenance initiatives, including course builds, delivery alignment, and stakeholder prioritisation. - Coordination of content updates across the portfolio, including making minor content updates directly where it is faster and more efficient to do so. - Day-to-day partnership with the Senior Product Manager, Learning Content & Experiences on prioritisation and trade-offs when operational capacity is constrained. Key responsibilities Digital avatar-led video production - Own end-to-end production of avatar-led video experiences, including video creation, AI-generated visual assets, and platform publishing. - Continuously improve and document the production workflow, identifying opportunities for process optimisation as volume grows. - Act as the go-to resource for avatar customisation, AI-generated visuals, and general workflow guidance across the team. Translation operations - Manage translation roadmap intake and prioritisation, coordinating workflow across internal teams and external facilitators. - Coordinate implementation of translation requests end-to-end, from planning through delivery. - Manage feedback capture and facilitator review processes, ensuring issues are resolved and closed out. AI Roleplay intake and customisation alignment - Manage intake of AI Roleplay requests alongside the customisation process, so the two pipelines are planned and prioritised together rather than in conflict. - Flag and resolve overlaps or sequencing issues between AI Roleplay and customisation work before they create rework or stakeholder confusion. Digital content maintenance - Provide coordination and execution support for digital content maintenance initiatives, including course builds. - Align maintenance activity with delivery timelines and partner teams, and help prioritise competing stakeholder requests. - Support cross-platform troubleshooting and course refinements during and after each maintenance cycle. Content coordination and minor updates - Coordinate content update requests across the portfolio, routing them to the right owner and tracking them through to resolution. - Make minor content updates directly (text edits, small corrections, small asset swaps) where doing so is quicker than routing the request elsewhere. Cross-functional coordination - Partner with the Senior Product Manager, Learning Content & Experiences on workflow planning and operational organisation across all workstreams. - Support cross-functional coordination and delivery alignment with Design, Digital Products, and Delivery teams. - Help build scalable, well-documented content processes that hold up as volume and complexity increase. Key relationships - Senior Product Manager, Learning Content & Experiences — day-to-day direction, prioritisation, and performance management. - Product Designer — visual refinements and lightweight design support on content and video output. - Director, Digital Products and team — cross-platform troubleshooting and alignment on digital delivery. - External translation facilitators — workflow coordination and feedback review. - Delivery and Enablement teams — alignment on digital content maintenance course builds and rollout timing. Out of scope To keep ownership clear, this role is not directly accountable for: - SharePoint page builds and architecture support; large-scale digital content builds and maintenance resolution beyond minor updates (this role coordinates and, where appropriate, actions minor updates directly, but does not own major rebuilds); or content catalogue updates and general digital learning content support. - These remain with their respective owners, with this role partnering where the work intersects. Success measures - Avatar-led video production runs on a repeatable, documented process with improving turnaround time. - Translation intake, coordination, and feedback loops are transparent and consistently delivered against roadmap commitments. - Digital content maintenance milestones (course builds, delivery alignment) are hit on time and with clear stakeholder prioritisation. - Strong, low-friction coordination with Design, Digital Products, and Delivery on cross-workstream dependencies. Experience and capability - Experience in content operations, production coordination, or product operations, ideally within a learning, L&D, or B2B SaaS environment. - Comfortable managing multiple concurrent workstreams (video production, translation, customisation, AI Roleplay intake, digital content maintenance) with competing priorities. - Good project management and process design skills — able to structure, sequence, and run multiple workstreams to completion, and design new processes as needs evolve. - Working proficiency with Asana, as team projects and processes are run through it. - Comfortable working with Claude and Claude Projects, as much of the customisation and translation workflow runs through it. - Working familiarity with AI-generated video/avatar tools, or a strong aptitude for picking up new production platforms quickly. - Experience coordinating with external vendors or facilitators (e.g., translation partners). - Strong organisational and process-documentation skills; comfortable building workflow structure where none exists. - Clear, proactive communicator, confident coordinating across Product, Design, and Delivery stakeholders. Behavioural competencies - Ownership — drives workstreams to completion without needing close supervision. - Organisation — keeps multiple concurrent initiatives on track and visible to stakeholders. - Collaboration — coordinates smoothly across Product, Design, Digital Products, and Delivery. - Continuous improvement — looks for ways to streamline and scale operational workflows. - Attention to detail — safeguards quality across video, translation, and maintained course content.