Service Delivery Manager Faculty Support

Service Delivery Manager Higher Ed Faculty Support

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

As the Service Delivery Manager for Higher Education Faculty Support, you will be responsible for overseeing the day-to-day operations at our vendor partner, Concentrix. You will hold overall accountability for customer satisfaction, quality of customer interactions, and meeting or exceeding the team’s service levels and objectives and key results (OKRs). You will also drive Higher Education Services strategies with Concentrix, with the aim of building cohesive working practices across the Services teams.

Primary responsibilities:

• You will partner with the vendor and internal stakeholders to build engagement, strengthen the impact of Faculty Support, and drive improvements in customer experience.
• Identifying problems and trends impacting customer experience, you will take corrective action based on measuring and evaluating vendor performance.
• You will support cross-functional efforts to develop and improve communication and processes throughout the services teams.
• Ensure the team achieves its overall quality goals, including assessing all of the data collected and identifying additional ways to use/report the data to improve quality.
• You will be responsible for driving and reporting on OKRs, and developing clear action plans for improvement.
• You will implement a ‘voice of the customer’ process for Faculty Support and report on progress.
• You will partner with other Service Delivery Managers across Pearson to maintain alignment across Pearson lines of business and ensure all resources are optimally deployed.
• Must be amenable to flexible scheduling throughout the year, especially around peak periods.
• Some travel may be required.

Qualifications & Skills

• Formal education or equivalent work/practical experience (3 years) required. Some experience working with a BPO (Business Process Outsourcer) preferred.
• Strong background in contact center operations, quality, and customer satisfaction, required.
• Ability to effectively present information and respond to questions from groups of managers, program team members, clients, and customers.
• Ability to set, analyze and meet performance targets for quality and efficiency of the Faculty Support team.
• Creative mindset to identify needs and bring about new practices or pilots to improve the customer experience.
• Ability to work with all levels of management, peers, and colleagues.
• Strong organizational skills.
• Detail-oriented with good follow-through on projects.
• Exercises good independent judgment and is self-motivated.
• Must show initiative, exhibit pride and passion in work, and be results-oriented.
• Must be able to work under deadlines, manage multiple projects concurrently, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately.
• Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system preferred.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading, and have the ability to work independently in a virtual environment.
• Reliable attendance and punctuality is critical to successful performance in this role.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $70,000 - $75,000.

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

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: 10922

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