VitalSource

Product Operations

• Own operational and portfolio reporting
• Maintain the integrity of product workflow data
• Surface opportunities to improve decision-making processes
• Build and maintain dashboards and recurring reports for product leadership
• Analyze operational data to identify trends and risks
• Translate findings into actionable recommendations
• Configure and maintain product tools and workflow systems like Jira and Jellyfish
• Define and document metric definitions for consistent analysis
• Monitor delivery health metrics to assess execution patterns
• Support automation and reporting efficiency efforts

Product Operations Analyst

Manager

• Identify gaps in customer experience, adoption, and knowledge; conduct root-cause analysis and develop strategic enablement plans to drive continuous improvement
• Serve as the primary point of contact for customer communications, delivering timely updates on product features, enhancements, and support
• Create customer-facing materials and deliver live and virtual training programs that help customers maximize product usage and build confidence
• Identify opportunities to optimize use of VST tools, establish frameworks for anticipating customer needs, and shape future product enhancements
• Act as the key escalation point for critical customer issues, driving prompt resolution and internal accountability
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to align on customer needs and inform product and process improvements

Enablement Manager

• Directly manage and develop Enablement Managers and Senior Enablement Managers
• Ensure consistent execution of enablement programs, training initiatives, and customer communications
• Partner with managers to identify gaps in customer experience and product adoption
• Collaborate with Product, Customer Success, Support, Sales, and Operations leaders
• Translate high-level strategy into actionable priorities for enablement teams

Manager, Enablement

• Own portfolio outcomes for standard complexity accounts by creating, maintaining, and executing Success Plans to achieve revenue and customer satisfaction targets; report progress and risks to leadership
• Lead term readiness (“pre-flight”) for assigned accounts by confirming settings/configurations, milestones, and launch readiness; escalate blockers that threaten term start
• Drive cross-functional execution by monitoring dependencies across internal teams (operations, enablement, support, integrations, product, e-commerce, finance, marketing) and coordinating escalations and follow-through when delivery is at risk
• Manage customer governance and engagement through regular stakeholder meetings and scheduled Business Reviews/Success Plan resets to align goals, KPIs, and operational plans
• Provide customer enablement and best-practice guidance on VitalSource tools and processes, including maintaining required product certifications and contributing to documentation
• Use data and insights to refine Success Plans, identify opportunities/risks, and surface practical product/process improvement recommendations to internal teams

Store Manager

Software Engineer

• Partner with Product Management to plan releases and address technical, performance, and security needs
• Lead and oversee the team’s engineering processes and delivery
• Assign, coordinate, and manage team priorities and workload
• Communicate clearly with stakeholders on roadmaps, timelines, risks, and progress
• Collaborate with engineering leadership to integrate, deploy, and operate services
• Define scope, effort, and technical approach for team initiatives
• Ensure strong system architecture, reliability, monitoring, and on-call practices
• Advocate for the team by securing resources and supporting their success

Engineering Manager

Artificial Intelligence

• Partners with leaders across non-engineering functions to assess workflows, identify high-value AI and automation opportunities, and prioritize initiatives based on business impact, feasibility, and strategic alignment
• Designs AI-enabled workflow approaches that integrate with enterprise systems, data sources, and approved tooling environments, with clear requirements for implementation teams
• Translates prioritized use cases into implementation-ready materials, including workflow definitions, process maps, requirements, data considerations, and acceptance criteria
• Supports alignment of cross-functional AI initiatives with enterprise governance, privacy, security, confidentiality, and compliance requirements in partnership with relevant stakeholders
• Leads targeted enablement and change adoption efforts within business functions to improve effective, sustained use of AI-enabled workflows
• Documents repeatable patterns, standards, and playbooks that improve the scalability and consistency of AI enablement across departments

Product Operations Analyst

Enablement Manager

Manager, Enablement

Store Manager

Engineering Manager

AI Enablement Lead