Director Of Strategy, Higher Education Customer Service & Support

Pearson Nashville , TN 37201

Posted 2 months ago

Director of Strategy, Higher Education Customer Service & Support

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 has an aspiration to be a leader when it comes to Diversity, Equity & Inclusion and have set our course to be an actively anti-racist company. We have also set out a clear direction of travel. We believe that we have a duty to ensure that our company becomes an inclusive and diverse organization that reflects the geographies where we operate and where every employee belongs.

What You will Do

We are looking for a proven strategic leader with experience working in a customer service and support organization. In this role, you will report to the VP Higher Education Customer Service and Support as an individual contributor, collaborator and influencer cross the leadership team. You will help establish organizational strategies and spearhead initiatives that align with the Higher Education Line of Business vision and mission, delivering on modernizing service delivery models, organizational structure, and approaches to live-assist and self-service capabilities.

Role Responsibilities

Strategy Planning & Risk Assessment

  • Develop and recommend optimal organizational structure and capabilities to execute on the Customer Service and Support's mission and goals.

  • Spearhead initiatives that drive measurable, repeatable, and scalable business outcomes.

  • Evaluate potential risks and identify viable scenarios to assist in risk mitigation.

  • Gain understanding of strategic priorities and assist in developing proposals to convert them into quantitative and actionable plans.

Creative Problem Solving, Innovation & implementation

  • Identify gaps/opportunities and help provide alternative solutions for innovation on modernizing service delivery models and approaches to live-assist and self-service capabilities.

  • Enable innovation and creativity to develop new winning strategies.

  • Embed within functions to add capacity to ensure successful execution on critical tasks.

Analysis & Industry Research

  • Maintain deep knowledge of industry trends to help ground strategic decisions on operational efficiency, consistency, and customer alignment.

  • Perform various standard analyses in the business, such as:

  • Competitive analysis - assessing the strengths and weaknesses of our competitors,

  • Performance analysis - analyzing the business progress systematically

  • Industry analysis - gathering information on trends and new solutions across the industry. tasks.

Performance Management & Collaboration

  • Assist in managing key performance indicators to analyze department performance, identify gaps and areas for improvement

  • Collaborate with leadership in setting business goals, agendas, and vision. Then lead and execute on key strategic projects and change initiatives.

  • Work with teams to develop and implement the plan, then collaborate with groups that will help them implement, manage, and assess the success of the plan.

  • Develop and maintain stakeholder relationships across the business, some of which are product, IT, Services and Sales teams in addition to our BPO partners.

Track Record of Success in the Following Areas:

  • 10+ years of experience overseeing and working in a Customer Service and Support Sr. leadership role.

  • Strategic management experience in one or more of the following, management consulting, strategic planning or business administration.

  • Subject matter expertise in Customer Service operations, with the ability to demonstrate understanding of how to develop progressive operations' practices and implement solutions to meet business needs.

  • Proven track record of implementing new technology, process, and support models in a customer service environment.

  • Delivering results in a fast-paced, changing environment managing all levels of stakeholders internal and external with accountability and orientation to results.

  • Leading with confidence and a strong point of view. Willing and able to put hard issues on the table, drive open debate, and problem-solve with the team to achieve results.

  • Demonstrated ability working with BPOs as strategic partners and extensions of the team.

  • Project management capabilities applying knowledge, tools, techniques and organizational skills to structure and rank priority tasks to meet strict deadlines and achieve goals.

Qualifications

  • BA/BS degree or equivalent practical experience

  • Experience with Salesforce a plus

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.

Job: CUSTOMER SERVICE

Organization: Technology & Operations

Schedule: FULL_TIME

Req ID: 1599

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Of Business Development Higher Education

Aramark Corp.

Posted 2 weeks ago

VIEW JOBS 1/4/2022 12:00:00 AM 2022-04-04T00:00 Overview Aramark (NYSE: ARMK) proudly serves the world's leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world. Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day. We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste. Aramark is recognized as a Best Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index. Learn more at www.aramark.com or connect with us on Facebook and Twitter. Description As the Director of Business Development - Higher Education - Central Region, you will have an opportunity to exceed assigned pipeline and profit objectives, lead new business initiatives and processes and work closely with Sales Leadership in developing overall sales strategies within a targeted territory. You will also partner closely with Business Unit Executive leaders as well as Regional Executive leaders and directors in creating new university and college clients and implementing the sales processes. Successful Sales Leaders in this role will have the opportunity to: * Drive sales process leadership from contact through strategy, proposal, presentation & successful conclusion for dining services within a defined market of large universities and colleges. * Aggressively research, identify, qualify & target potential clients & develop access strategy to initiate contact * Develop & maintain relationships at the 'C Suite' while understanding and communicating prospective customers' corporate culture within Aramark. * Exercise creativity and independent judgment in developing and evaluating sales and marketing strategies in selling broad portfolio of facilities within defined market * Develop and lead strategy process with regard to: Competitive Environment, Account Sales Strategy and Territory Development Strategy * Identify needs and develop customer specific solutions for those needs. * Utilize resources from across Aramark in order to design & deliver customer desired outcomes * Influence and develop team members without formal authority * Develop relationships with intermediaries to build pipeline of opportunities and awareness of capabilities * Represent Aramark Higher Education in the marketplace at various industry organizations and events * Build relationships personally with prospective customers * Provide appropriate market & competitive information. Qualifications * BA/BS is required for this position. MBA preferred. * 5+ years of executive/c-suite, B2B solution-based selling experience, preferably in the service industry. * Excellent written and oral communication skills, presentation skills, and computer skills * Ability to understand and execute strategic sales planning and methodologies * Financial acumen - ability to understand operations and develop proposals * Please note, this role requires the flexibility to travel 70-80%, including overnight Aramark Corp. Nashville TN

Director Of Strategy, Higher Education Customer Service & Support

Pearson