Digital Coordinator - User Experience & Product Operations

Job Description

Job Description

Springer Publishing is a leading healthcare education and exam prep company, committed to advancing people, ideas, and careers in nursing, advanced practice nursing, social work, behavioral and health sciences. We are seeking a highly motivated, detail-oriented, and technologically proficient Digital Coordinator to support the administration and product operations of our digital learning platforms.

Job Purpose

The Digital Coordinator plays a critical role in the Digital Solutions team, ensuring a high-quality, responsive, and seamless user experience across Springer Publishing’s digital learning platforms and mobile applications. This role serves as a frontline owner of the user experience, responsible for actively managing discussion boards, triaging and resolving customer feedback, and ensuring timely and accurate responses to users. In parallel, the Digital Coordinator supports core product operations, including course builds, quality assurance (QA), and maintenance.

This is a hands-on, execution-focused role requiring daily interaction with users and direct ownership of platform workflows. The ideal candidate is highly detail-oriented, technically adept, and intensely customer-focused, with strong problem-solving skills and the ability to manage competing priorities in a fast-paced environment.

Please note:
This role does NOT include responsibilities related to social media management, digital marketing , promotional content creation, or any marketing functions.

Duties and Responsibilities

User Experience and Feedback Management:

• Monitor discussion boards and user interactions across learning platforms daily, ensuring timely responses, escalation of issues as needed, and removal or reporting of inappropriate content.
• Respond to user inquiries with accuracy, clarity, and professionalism
• Intake, triage, and track customer feedback using ticketing/workflow tools, ensuring timely routing and resolution.
• Identify trends and recurring issues in user feedback and communicate actionable insights to internal teams.
• Maintain a consistent, high-quality user experience through responsive and thoughtful engagement.

Quality Assurance and Platform Integrity:

• Execute user acceptance testing and ongoing QA processes to identify content, functionality, and user-experience issues.
• Validate course builds, assessments, and learning assets to ensure accuracy, completeness, and consistency.
• Document, track, and support resolution of defects in coordination with Product and Content Operations.
• Assist with releases and updates as required, ensuring adherence to established workflows and timelines.

Cross-Functional Coordination and Collaboration:

• Partner with Product, Content Operations, Technology, and Customer Support to resolve issues and support product releases.
• Ensure clear communication and handoffs across teams for feedback, defects, and updates.
• Contribute to process documentation and continuous improvement of operational workflows.

What Success Looks Like in This Role

• User inquiries and discussion board activity are managed promptly, accurately, and consistently.
• Customer feedback is effectively tracked, triaged, and resolved without gaps or delays.
• Course builds and updates are completed with a high degree of accuracy and minimal QA issues.
• Defects and issues are clearly documented and progressed through resolution in tracking systems.
• Recurring issues are identified and surfaced proactively, contributing to continuous product and content improvement.

Qualifications

• Bachelor’s degree preferred
• 2–4 years of experience in digital product operations, learning platforms, customer support, or publishing workflows
• Demonstrated experience supporting user interactions on digital platforms (e.g., forums, LMS environments, or SaaS platforms)
• Experience using ticketing/workflow management systems to track, prioritize, and resolve issues
• Experience leveraging AI tools (e.g., generative AI assistants or workflow automation tools) to support day-to-day work, with an understanding of their appropriate use and limitations
• Strong technical proficiency with digital platforms, learning management systems, and content management systems
• Strong problem-solving skills, with the ability to investigate issues and determine root cause
• Exceptional attention to detail, with the ability to identify inconsistencies or errors in complex or scientific content
• Excellent communication skills, with the ability to respond clearly and professionally to users
• Proven ability to collaborate effectively across cross-functional teams
• Highly organized, responsive, and able to manage multiple workflows simultaneously in a fast-paced environment

Management of Others: This position does not currently include direct supervisory responsibilities.

Location: Hybrid (Princeton office and remote)

About Springer Publishing Company:

At Springer Publishing, our culture is focused on our customers and our communities, while empowering our employees to learn, grow, and deliver. When you join Springer Publishing, you’re joining a company that values career growth, collaboration, innovation, and diversity and inclusion. Bring your experiences, your perspectives, and your passion, and join us on our mission to support customers from education to career.

Named one of the fastest growing independent publishers in the United States by Publishers Weekly, we continue to grow our product portfolio in nursing, public health, healthcare administration, social work, counseling, and medicine.

Join us and grow your career at Springer Publishing!