Product Operations Associate Manager

Role purpose

The Product Operations Associate Manager is the operational engine behind Richardsons 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.