Advanced Specialist, Customer Service Enablement

Pearson is a global leader in lifelong learning, dedicated to helping individuals realize their potential through education. The Advanced Specialist, Customer Service Enablement plays a vital role in supporting Account Management and School Operations by managing projects, coordinating administrative tasks, and facilitating operational changes to enhance team effectiveness.

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, timelines, and communication plans
• Experience in monitoring progress across multiple workstreams
• Ability to maintain disciplined documentation of decisions, action items, owners, and timelines
• Experience in reducing administrative burden through standardized workflows and templates
• Ability to coordinate internal meetings, materials, agendas, notes, and documentation
• Experience in producing internal-facing status updates, summaries, and dashboards
• Ability to coordinate internal operational tasks aligned to the annual school-year cycle
• Experience in tracking deadlines and deliverables tied to annual updates and milestones
• Ability to develop and maintain templates, tools, and process documentation
• Experience in serving as a primary internal coordination point for incident management
• Ability to triage submissions and gather required context for issue routing
• Experience in tracking issue status through resolution
• Ability to analyze trends and recurring issues for prioritization and process improvement
• Experience in identifying operational friction points impacting delivery
• Ability to partner with change management and continuous process improvement teams
• Experience in supporting LEAN events and process reviews
• Ability to maintain organized, accessible repositories of processes and operational guidance
• Experience in enabling smooth transitions during account management changes
• Ability to define key metrics related to project progress and task completion
• Experience in producing recurring summaries and dashboards for leadership visibility
• Ability to maintain disciplined records, trackers, and reporting tools