Principal, Customer Success; Digital Fulfillment Transformation & Automation

Pearson Higher Education is looking for a Principal, Digital Fulfillment Transformation and Automation to help lead a critical business transformation in how we distribute and fulfill digital learning solutions through Retail, Inclusive Access and Equitable Access models.

This role will sit within the Digital Fulfillment Organization, Higher Education's delivery team for distribution and fulfillment with channel partners. Reporting to the Lead, Customer Success for Partner Operations, you will define, design and deliver the automation that underpins Inclusive and Equitable Access. You will combine business process transformation, Salesforce workflow automation, data fluency, and Agentic AI to remove manual work, improve launch readiness, strengthen partner operations, and create scalable, trusted fulfillment processes.

• Distribution and fulfillment: Lead the design and delivery of automation across channel partner distribution and order-to-entitlement fulfillment — including title, price and course section adoption file exchange, product-in-use processing and flagging, and integration outreach — applying deep domain expertise to define and document the decision logic for what is automated, what is escalated and how exceptions are handled.
• Delivery: Build advanced solutions for course and campus launch readiness; including onboarding checklists, access verification, first day of class readiness and proactive issue detection so that Digital Operations Managers and IA Launch Specialists are alerted to risks rather than manually monitoring them.
• Reporting and reconciliation: Engineer the move from manual reporting to automated, self-service dashboards and scheduled partner and internal reporting covering activations, usage, returns and revenue reconciliation,partnering with our data teams to specify the underlying data transformation and to define the quality controls, metric definitions and audit trails that make those outputs trusted.
• Automation and Agentic AI: Lead complex automation and Agentic AI projects from concept to production evaluating and prototyping emerging techniques, proving value through pilots, and recommending the prioritized sequence of work and supporting business case to the Lead of Partner Operations.
• Standards and reusable solutions: Set the technical standards for how the DFO automates including authoring the reference patterns, templates, design documentation and reusable components others build from, and acting as design consultant across partner flows so that solutions are consistent, supportable and safe to scale.
• Process optimization and measurable impact: Continuously optimize live processes and instrument them against agreed KPIs — manual touches removed, cycle time, error and escalation rates, hours returned to the team and improvements to the partner, campus, faculty and student experience — with controls, rollback plans and clear process ownership documented for each change.
• Mentoring and technical leadership: Raise capability across the team by mentoring Leads, Digital Operations Managers and IA Launch Specialists, leading by example in how processes can apply automation, new methods are tested and adopted, and influencing through demonstrated expertise and innovation rather than positional authority.

• Business process transformation: Significant experience mapping, redesigning and automating end-to-end operational processes, with a track record of measurable outcomes such as reduced cycle time, removed manual touches, and lower error rates.
• Automation and Agentic AI: Practical experience applying workflow automation, integration and AI or agentic…