Advanced Specialist, Customer Success

Customer Success/Digital Operations Manager

The Customer Success/Digital Operations Manager plays a critical role in executing the digital delivery strategy for Pearson's Higher Education division. This individual will partner closely with fulfillment providers, institutional bookstores, and administrators to ensure the smooth operation of digital programs, including Inclusive Access and Equitable Access, at designated institutions. As a key player in Pearson's digital transformation, the Digital Operations Manager ensures the successful implementation of innovative solutions that improve student access and success.

This role requires a focus on operational excellence, implementation, and solution expertise while driving simplification and change within assigned territories. The Digital Operations Manager will foster strong collaboration across Pearson's internal teams, including sales, customer support, and product teams. Success in this role requires a commitment to continuous improvement, building a culture of partnership, collaboration, and leveraging technology to drive growth.

We're looking for a results-oriented problem-solver with exceptional communication, project management, and leadership skills. A deep understanding of program offerings, integration solutions, and implementation complexities is key. The ability to convert strategy and technology changes into tangible value for customers and stakeholders is essential. This role emphasizes cross-functional collaboration to drive process standardization and using analytics for informed decision-making.

Key Responsibilities

Relationship Management & Cross-Functional Collaboration:

Build and maintain strong, collaborative relationships with internal Pearson teams, including sales, customer support, product and technology teams. Manage a portfolio of assigned campuses, cultivating operational relationships with school administrators, bookstore managers, and fulfillment provider customer success teams. Serve as the primary post-sale liaison, overseeing the implementation and delivery of digital programs, driving cross collaboration between all stakeholders.

Planning & Project Management:

Define operational and implementation needs for the upcoming year across assigned accounts, and align migration strategies with local channel partner teams, bookstore managers, and Pearson cross-functional teams. Ensure that both Pearson and partner contract terms are adhered to, escalating issues as necessary. Lead the research and validation of use cases, operational solutions, and technology implementations, and document these in a CRM implementation record and other project management tools.

Develop and manage project timelines, track task completion, and proactively address risks.

Problem Solving & Issue Resolution:

Act as the first point of contact for bookstore managers regarding operational issues related to Inclusive & Equitable Access programs. Facilitate issue resolution and solution alignment through effective communication and collaboration between cross-functional teams including internal Pearson teams, channel partners, bookstore and faculty contacts. Conduct post-mortem reviews to identify root causes negatively impacting program delivery and implement solutions to mitigate risks in future operations.

Performance Monitoring & Analysis:

Regularly assess and communicate the health of program delivery, tracking and evaluating the readiness of both Pearson and partner teams ahead of and during academic term. Identify opportunities for operational improvements and work collaboratively with internal teams, bookstore managers, and partners to optimize customer and user experience. Conduct regular business reviews and check-ins with internal and external teams to ensure the continued success of digital program delivery.

Innovation & Continuous Improvement:

Stay informed on industry trends, market dynamics, and competitor activities to identify opportunities to streamline and improve the operating model. Foster a culture of innovation, encouraging creative problem solving and the development of new operational strategies within both the team and partner organizations.

Stakeholder Management:

Lead and motivate a matrixed team to achieve shared objectives, ensuring successful program delivery for customers, Pearson, and partners. (While this role does not have direct supervisory responsibility, it requires significant collaboration and relationship management with a variety of internal and external stakeholders.)

Required Qualifications and Skills

• A bachelor's degree or equivalent experience
• Proven experience in project management, with strong technical acumen.
• Excellent communication, leadership, and interpersonal skills
• Ability to navigate complex relationships and drive cross-functional collaboration
• Strong problem-solving skills, with a focus on continuous improvement and innovation
• Experience with educational technology solutions, including Inclusive Access and Equitable Access…