Content Operations Manager
Manager, Content Operations
Learning Design and Solutions
Exempt, Regular, Full-Time, Pay Grade 2.3
University of Maryland University College (UMUC) seeks a Content Operations Manager for the Content Operations team within Learning Design and Solutions (LDS). The Content Operations Manager's primary responsibilities will involve managing centralized course content operations including working with product vendors, supervising staff, providing support and training to program chairs and administrators, and serving as an escalation point for issues related to classroom content.
SPECIFIC RESPONSIBILITIES INCLUDE:
Serving as the escalation point to academic leadership for content operation issues in the management of over one million course content files stored within our learning content management system (LCMS), and delivered to our learning management system (LMS) for student consumption.
Serving as the escalation point to academic leadership for content operation issues in the management of several thousand syllabi stored within our centralized repository and delivered to our LMS.
Overseeing the management of the contracts relating to academic content management products in LDS including the management of our service level agreements, product escalations for known and discovered bugs/issues, and to advise on product renewal and/or product replacement as needed.
Serving as an escalation point for initiatives involving course content maintenance of centrally stored content in our LCMS involving major UMUC initiatives including (but not limited to) adaptive learning, competency based education, and/or e-resources initiatives.
Management of user accounts, groups and permissions for content management systems Adobe Experience Manager (AEM) and Pearson EQUELLA; and Intellidemia Concourse.
Production support for the online learning environment: Desire2Learn, Pearson Equella, Adobe Experience Manager (AEM) and Intellidemia Concourse.
Manage the content publishing process to include building model classrooms, publish/maintain content in Adobe Experience Manager(AEM) and EQUELLA and the model approval process.
Plan and communicate planned and emergency outages for Adobe Experience Manager(AEM), EQUELLA and Concourse with all stakeholders.
Monitor and Review Adobe Experience Manager(AEM) splunk logs and escalate errors.
Use existing utilities to load offerings, sections, users and memberships in Adobe Experience Manager(AEM).
Validate offerings, sections, users, memberships and content in Adobe Experience Manager(AEM).
Partner with QA Specialist to ensure that all sprint releases and project launches are tested across all devices in pre-production and post-production Adobe Experience Manager(AEM) and EQUELLA environments.
Assist in troubleshooting AEM issues with Content Operations team, LD&S, LD&E, TUS and TGS.
Manage the LD&S ITWorks (ticketing) queues, create and implement new workflows, generate reports, request enhancements, and train new users.
Optimize current team workflows and introduce new workflows utilizing best-in-class practices.
Create training materials and conduct user training.
Enhancing Content Operations' customer service strategy.
Assisting with management of Vendor relationships.
Hiring, training, supervising, and developing staff.
Providing high-level customer service to students and faculty.
Developing effective business relationships with all stakeholders.
Performing other job-related duties as required.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's degree from an accredited institution of higher learning.
Three (3) years of experience solving business problems (preferably related to course content management/development) in a higher education setting.
One (1) year of experience managing large systems-based projects and technically administering cloud based content management and delivery products.
One (1) year of experience training users using education-related cloud-based software.
One (1) year of experience managing vendor relationships for cloud-based content storage and delivery products.
Strong organizational skills
Established time management and prioritization skills
Superior verbal and written communication skills that generate interest and engage audiences
Strategic thinking skills
Strong attention to detail
Ability to work on multiple projects simultaneously
Adaptability and flexibility; ability to thrive in a fast paced environment
Passion for new technologies and education
PREFERRED EDUCATION AND EXPERIENCE:
Master's degree from an accredited institution of higher learning in a related field.
Five (5) years of experience solving staff/unit business problems in higher education sector or other technology enhanced environment.
POSITION AVAILABLE IMMEDIATELY & WILL REMAIN OPEN UNTIL FILLED
All submissions should include a cover letter and résumé. UMUC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umuc.edu/benefits.html.The University of Maryland University College (UMUC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMUC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.If you are an external candidate, you will have the option to create an account after you submit your application. Passwords for external accounts must contain 8 characters including 1 uppercase letter, 1 number, and 1 special character. Please remember this password, as it will be required to apply to additional jobs.