Advanced Specialist, Customer Service Enablement

Pearson is a leading education company, and they are seeking an Advanced Specialist in Customer Service Enablement. This role plays a critical part in executing account management and school operations through project management and operational coordination, ensuring effective communication and alignment across teams.

Responsibilities:

• Translate LCP and DSO defined priorities into structured project plans, timelines, communication plans, and execution artifacts
• Coordinate account management initiatives such as enrollment cycle readiness, legislative summaries, school year cycle updates, and new school launches
• Monitor progress across multiple workstreams; proactively surface risks, dependencies, and blockers with context and recommendations
• Maintain disciplined documentation of decisions, action items, owners, and timelines to ensure alignment and continuity
• Reduce administrative burden for LCPs, DSOs, and account management team members through standardized workflows, templates, trackers, and follow‑through
• Coordinate internal meetings, materials, agendas, notes, and documentation supporting account planning, renewals, launches, and cross‑functional initiatives
• Produce internal‑facing status updates, summaries, and dashboards that provide visibility into progress, risks, and dependencies
• Coordinate internal operational tasks aligned to the annual school‑year cycle (back‑to‑school, in‑year operations, end‑of‑year closeout)
• Track deadlines and deliverables tied to annual POC updates, readiness milestones, and representative reviews
• Develop and maintain templates, tools, and process documentation that enable consistent internal execution
• Surface readiness risks and gaps to LCP and DSO leadership for awareness and action
• Serve as one of the primary internal coordination points for incident management within the Partner Success School Operations team
• Triage submissions, gather required context, and route issues to appropriate internal teams
• Track issue status through resolution, ensuring internal follow‑through, escalation, and closure
• Analyze trends and recurring issues to inform prioritization, risk mitigation, and process improvement
• Provide internal visibility; external communication remains with designated school‑facing roles
• Identify recurring operational friction points impacting account management delivery or School Operations execution
• Partner with School Change Management and Continuous Process Improvement (CPI) teams to support planning, documentation, and coordination of improvements
• Support LEAN events and process reviews through data, documentation, and follow‑through (without owning methodologies)
• Ensure approved improvements are documented and embedded into standard operating practices
• Maintain organized, accessible repositories of processes, templates, decisions, and operational guidance
• Serve as primary owner of the School Profiles repository, ensuring accuracy, access, and timely updates
• Enable smooth transitions during account management changes, staffing shifts, and new school launches through reliable access to account information
• Partner with LCP and DSO to define key metrics related to project progress, task completion, and request volume
• Produce recurring summaries and dashboards that support leadership visibility and decision‑making
• Maintain disciplined records, trackers, and reporting tools to ensure transparency and accountability

Requirements:

• Strong execution and coordination skills
• Ability to translate priorities into structured project plans
• Experience in coordinating account management initiatives
• Proactive monitoring of progress across multiple workstreams
• Disciplined documentation of decisions, action items, owners, and timelines
• Ability to reduce administrative burden through standardized workflows
• Experience in coordinating internal meetings and documentation
• Ability to produce internal-facing status updates and dashboards
• Experience in coordinating operational tasks aligned to the annual school-year cycle
• Ability to track deadlines and deliverables
• Experience in developing and maintaining templates and process documentation
• Ability to surface readiness risks and gaps
• Experience in incident management coordination
• Ability to triage submissions and gather required context
• Experience in tracking issue status through resolution
• Ability to analyze trends and recurring issues
• Experience in identifying operational friction points
• Ability to partner with change management and process improvement teams
• Experience in supporting LEAN events and process reviews
• Ability to maintain organized repositories of processes and templates
• Experience in managing the School Profiles repository
• Ability to enable smooth transitions during account management changes
• Experience in defining key metrics related to project progress
• Ability to produce recurring summaries and dashboards
• Experience in maintaining records, trackers, and reporting tools
• Strong communication and synthesis skills
• Ability to influence without authority
• Risk awareness and escalation skills
• Systems thinking capability
• Change enablement skills