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.
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.
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
Req ID: 1599