VP Customer Service & Support Product Engagement
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Pearson Global Customer Service and Support is recruiting a VP of Product Engagement who will be responsible for improving Pearson’s customer experience. Pearson serves customers in higher education, K-12 schools, and clinical practitioners.
To do so, the VP of Product Engagement will establish a CSS function and lead a team of talented direct reports as well as a larger indirect team of product experts to drive product engagement throughout all Pearson geographies and businesses by:
Leading cadence to review support volume and cost as input to product planning
Developing a “case for change” to influence partners in Global Product and Technology & Operations to address key drivers of support volume and scenarios that create customer frustration or impact the learning experience.
Driving a cross company strategic supportability agenda including smart error messages, in-product support, and improved diagnostics.
Tracking and prioritizing defects, providing input on number of users impacted and severity of impact.
Contributing in CSS readiness through creation of content, troubleshooters, and providing insight to volume forecasting.
When high-impact issues arise (CritSit, Crisis) participating in technical triage, assessment of customer Impact, and action planning for relief and resolution.
Leveraging support data and other sources to inform company strategy – Technology & Operations, Global Product, Field Sales.
Bachelor’s degree, MBA preferred
5-10 years senior leadership experience in global customer service and support function, product planning, or field engagement
Highly analytical background with expertised creating case for change leveraging data required
Proven experience communicating and influencing at the executive level across a variety of stakeholder groups
Primary Location: US-NJ-Hoboken
Other Locations US-MA-Boston
Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030
Job: Customer Service
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Nov 29, 2016