Product Officer

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Role Purpose This role manages the day-to-day operational delivery of online and blended learning and assessment products, ensuring efficient processes, effective user support and high-quality service delivery. You will coordinate operational activities that support learners, administrators and stakeholders across multiple locations, helping to ensure digital learning platforms and services operate smoothly and consistently. Working within English & Exams (E&E), you will provide operational support for learning management systems, learner administration, reporting and issue resolution. The role combines customer support, systems administration, data analysis and operational coordination to enhance the user experience, support business objectives and maintain the effective delivery of digital learning and assessment services. Role Accountabilities You will implement and manage standard operational processes and systems that support the delivery of online and blended learning and assessment services. This includes coordinating resources and activities, managing learner records and system settings, supporting learning management system operations, maintaining operational documentation, and ensuring timely and cost-effective delivery of services. You will monitor operational performance, provide feedback on issues and opportunities for improvement, identify recurring user issues and product enhancement opportunities, and support continuous improvement initiatives that enhance efficiency and service quality. You will act as a key point of contact for operational and user support queries, resolving issues independently where possible and coordinating with specialist teams when escalation is required. when escalation is required. You will analyse user feedback, defects and support trends, and provide insight to support prioritisation, product improvements and continuous enhancement of the user experience. The role is responsible for analysing operational data, producing reports and insights, maintaining knowledge resources, supporting local administrators and stakeholders, and ensuring that digital learning systems and processes are used effectively across the organisation. You will also manage competing priorities and contribute to the successful delivery of operational objectives within a fast-paced, global environment. Qualifications Essential: Degree in Instructional Technology, Computer Science or a related discipline, or equivalent professional experience. Desirable: * ITIL certification. * MCSA BI Reporting or other data management qualification. Requirements Essential: * Experience managing support requests using shared inboxes, CRM tools, Microsoft 365 applications or similar systems. * Experience working with stakeholders across multiple locations and time zones. * Advanced Excel skills and experience using Power BI or other reporting and data analysis tools. * Experience supporting digital learning, assessment products or e-learning platforms. * Experience administering learning management systems and learner records. * Strong troubleshooting and problem-solving skills. * Experience working with large datasets and producing operational reports. * Strong organisational and customer service skills. * Ability to work independently and manage changing priorities. * Written and verbal proficiency in English is required, as British Council systems and global processes operate in English. Desirable: * Knowledge of English & Exams online products and services across teaching, B2C and B2G contexts. * Experience using screencasting tools and maintaining user guidance materials. * Basic knowledge of HTML and CSS. * Experience working with Thinking Cap and/or eXact LCMS. * Experience supporting digital learning implementations in international environments. Important Information Contract type: Indefinite Contract Pay band: 6/G Starting Salary: UK - £25,520 per annum, plus a London Market Allowance of £3,300 per annum for employees based in London. Poland - 7,400 PLN per month. Salary will be determined based on relevant skills and experience. Working Model: Hybrid Location: UK, Poland Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided. Closing Date: Sunday 25th October 2026 at 23:59 UK time (Monday 26th October at 00:59 Poland time) A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org