Manager Platforms & Customer Experience

Manager Platforms & Customer Experience - ( 2109791 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Position Summary:

The Manager is the business liaison with various departments across the organization and outsourcers, managing key functions to support Higher Ed business goals, as well as leadership of new technical initiatives to support the customer experience and changing needs of the business. With the customer at the center the organization, this role provides management and direction, with responsibility for continuous improvement, reporting, analysis, and communications to deepen and improve the customer experience. The position is responsible for leading the business aspects of core platforms, eCommerce, and RPA/AI deployments in support of Book and Digital Courseware business in the US, UK and International Markets. The position works closely with stakeholders of the business and technology teams to successfully execute on new technology and enhancements to existing platforms. The Manager plays a key role in prioritizing work and troubleshooting issues, working closely with partners to drive progress, resolve and prevent impacts to the students, institutions and families we serve. This position reports to Director, Customer Platforms and Process Management within Pearson Higher Ed division.

Responsibilities:

• Sets strategic direction and priorities for core eCommerce, Telephony, RPA, CRM and other system deployments
• Manage new technical initiatives with technology partners to deliver desired business results
• Optimize and align processes as required to drive efficient, accurate and consistent outcomes.
• Support CR program priorities for core systems as needed to facilitate changes for business needs.
• Assist in devising process improvements, documentation, business cases and functional requirements for each deployment activity
• Work with Technical teams to ensure that service agents (internal & external) are well versed in the new technologies to meet customer expectations
• Work with Service Delivery Managers (SDMs) to align training and UAT for new deployments
• Continually assess and provide input to improve the quality and productivity;
• Review and improve Business Intelligence capture and monitoring to ensure ability to measure

progress and effectiveness

• Keep current with the development of new system features with action for future rollouts Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

Qualifications:

• Prior Education Industry and customer journey experience, 8 years
• Prior technology planning and execution experience
• Higher Education Industry experience a plus
• Process design and improvement experience, with demonstrated results
• Experience and knowledge of Salesforce Service Cloud CRM and Serenova Telephony a plus
• Exceptional verbal and written communication skills
• Outstanding ability to multitask in a fast-paced environment
• Strong and proven analysis and project management skills
• Strong financial acumen for business case development
• Experience working with contact centers and associated technology venues
• Highly detail oriented
• Demonstrated ability to organize, prioritize and multitask while managing users’ expectations
• College degree required

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $100,000-$120,000. This position is not bonus eligible. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Primary Location : US-Remote

Job : Customer Service

Organization : North America

Employee Status : Regular Employee

Job Type : Standard

Job Level : Manager

Shift : Day Job

Job Posting : Jul 7, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2109791