Operations Policy and Procedure Specialist

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us too always be better. With more than 20,000 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. In everything we do, we aspire to be brave, imaginative, decent, and accountable.

We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.

ROLE SUMMARY

Working remotely as an Operations Policy and Procedure Specialist, you will report to the Director of Strategy for Customer Service and Support within our Higher Education business. The Higher Education Customer Service and Support organization is aligned to support customers with customer service and technical support, enhancing the value of Pearson digital courseware solutions, such as MyLab, Mastering and Revel.

The primary purpose of the Operations Policy and Procedure Specialist is to document and create well-articulated standard operating procedures on existing processes and new/revised processes and procedures. The Operations Policy and Procedure Specialist will support multiple teams and acts in a shared services capacity between operations, technology, and in collaboration with stakeholders of projects or initiatives.

RESPONSIBILITIES

• Produce professional quality procedures and written assets that establish standard operating procedures across all operational teams.
• Support change management practices related to the operations policy and procedure program.
• Build and create internal communications on procedure or operational updates.
• Demonstrated ability to translate high level conceptual information and ideas through execution in a manner that is thorough and thoughtful to the intended audience.
• Responsible for and coordinates an annual review of Operations Policy and Procedure.
• Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement.
• Serve as a subject matter expert on the creation of and maintaining standard operating procedures and processes.
• Facilitates and owns a policy and procedure intake process, meeting with stakeholders to ideate and identify priorities, supporting a cross functional team.
• Extrapolate relevant data as needed from various sources to create awareness for policy updates/changes/confirmation.

REQUIREMENTS

• 4-year degree from an accredited institution and/or equivalent experience
• Expert proficiency with Microsoft Office applications
• Knowledge of project management concepts, tools, and activities, including Smartsheet
• Higher Education and/or Pearson operations knowledge preferred
• Formal writing or technical procedure writing experience strongly preferred
• Self-driven and an ability to thrive in a do-it-yourself fast-paced environment and adapt to ongoing changes with ease and comfort
• Strong organizational and time management skills. Ability to work independently and efficiently in a fast-paced environment.
• Effective analytical thinking skills include summarizing information and clearly identifying key elements, patterns, results, or relationships
• Experience in working effectively with diverse internal and external contacts
• Ability to complete a high volume of tasks and projects with a limited degree of supervision
• Advanced verbal and written communication skills

LOCATION

Pearson is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions. We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.

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.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $74,000 annually. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL\_TIME

Req ID: 4874