Manager Call Center

As the Manager, Clinical Customer Experience within Customer Operations, you will be responsible for overseeing a team of customer experience supervisors and specialist and ensure that as a team meets or exceed the expectations of our customer. The manager will be responsible for motivating and coaching a remote team of customer experience specialist. Additionally, there is a need to make data driven decisions as a result of customer evaluation surveys, social media feedback, engaging with dissatisfied customers, and constantly looking for ways to increase customer success and satisfaction. As the Manager, Clinical Customer Experience it will your responsibility to ensure that the organization is successful at meeting or exceeding customer expectations while support the divisions goals. This could include but not limited to working across departments to identify operational efficiencies and areas for improvement, engaging in revenue generating campaigns (upsell and cross sell), attending customer focus groups and./or customer facing events. There is also a responsibility to ensure partnership and accountability to the BPO to aid in enhanced customer experience and customer success.

Primary Responsibilities:

• Provide coaching, development, and strategic focus to Supervisors and Customer Experience Specialist.
• Report all CSAT, escalation, and performance trends to stakeholders and Customer Operation executives
• Work on Customer inquiries, create best in class support for large critical customers.
• Institute steady process enhancement to present increasing operational efficiency in entire business partner processes.
• Partner with vendors and internal stakeholders to drive improvements in consistency and the overall customer experience.
• Proactively identify and lead execution opportunities for Artificial Intelligience, Robotic Process Automation, robotics, etc
• Evangelize Global Customer Operations strategy by reviewing incoming volume and identifying opportunities for self-help and volume elimination
• Drive strategic plans to develop one global team across all LOBs.

Requirements & Experience:

• 2-3 years experience working in a Tech Support management role
• Strong analytical, problem-solving, and trend analysis skills
• Strong presentation and collaborations skills; ability to communicate at a high level across diverse team of stakeholders
• Ability to juggle many projects and consistently deliver results with relentlessly high quality, accuracy and extreme attention to detail as well as manage/mitigate issues and risks
• Deep insight, perspective and passion in customer care experiences
• Ability to work independently and in a virtual team environment
• Ability to drive consistency and change in a complex environment
• Strong background in contact center operations, quality, customer satisfaction, process excellence
• 10-15% travel may be required
• Formal education or equivalent practical experience (BA/BS preferred)
• Expert Excel skills required; must be proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)
• Experience with Oracle TEP (Preferred)

General Qualifications:

Minimum of 10 years’ experience leading customer service or Technology functions, specifically technology Support scenarios working with BPOs. Ability to demonstrate strong knowledge in all portions of online support (Password resets, issues with sites and access, failed logins) and Order to Cash (web order scenarios, order placement, claims, returns, inventory, supply chain, warehouse) required.

Minimum of 10 years’ experience working within ERPs and CRMs as well as proven ability to suggest and implement efficiencies within systems to enhance the customer experience

Proven ability to oversee complex large scale projects across cross functional teams

Experience leading, providing consultation on, developing, and implementing strategic Order Management processes to guide diverse cross-functional teams

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is between $75,000 - $80,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 12643

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