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Pearson Customer Support Manager - Direct to Consumer in Boston, Massachusetts

Customer Support Manager - Direct to Consumer - ( 2102499 )


We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Customer Support Manager – Direct to Consumer

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.

What will you be doing?

  • You will lead the oversight of a US based BPO team supporting customers across ecommerce (discover & buy scenarios) to online product use (technical support using products across multiple devices)

  • You will define and develop standards of service excellence to achieve through high touch culture, guidance, and accountability

  • You will spearhead and drive improvement initiatives that allow us to uplift our service and customer experience and identify best practices to share across the CS network.

  • You will coach and develop your team to identify areas of focus and opportunity with their performance, encouraging a learning and development environment driving a dynamic customer engagement

  • You will be focused on ensuring a high level of support is maintained for our users and continuously look for improvements to the support experience.

  • You will analyze metrics and escalation trends to drive improved efficiency and understanding of customer impact

  • You will provide feedback to Technology & Product teams on customer pain points and volume drivers to Support using data and journey maps

  • You will determine long range objectives and goals to meet business operation expectations

  • You will drive team performance to provide top class, end to end customer support within agreed service levels

  • You will compose documents and reports on your team’s performance for leadership and stakeholders.

  • You will develop and maintain relationships with key stakeholders to build engagement and strengthen the impact of Support, and ensure the team is aligned and able to handle all escalations.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.


Your Background / What we are looking for

  • Strong experience in Customer Services and/or Operations management, including senior leadership in an international environment.

  • Business Process Outsourcing experience is strongly preferred.

  • Experience in managing medium to large scale operations supporting eCommerce & Technical support preferred.

  • Proven ability to track, measure, and optimize multi-disciplinary operations.

  • Business analysis experience is strongly preferred

  • Extensive experience managing a driving customer experience, college degree preferred.

  • An inclusive and empathetic leader

  • You possess strong written and verbal communication skills and strong organizational skills

  • Previous people management experience working with people from multiple backgrounds and cultures

  • You partner with peers from across the globe to share best practices and encourage mutual development

  • You have the ability to communicate highly complex issues effectively

  • You thrive in an innovative culture where autonomy is necessary, evolution is inevitable, and strong communication is paramount

  • You have a high level of responsibility, ownership, accountability and follow through

  • Able to learn quickly and adjust to rapidly changing environment

  • You possess a passion for people development in a high-performance environment

  • You work independently while using impeccable judgment. Exhibiting pride and passion in your work

  • Must be able to work under deadlines, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately.

  • Must be able to manage multiple projects concurrently and as required so each project is completed within set guidelines and timelines.

  • Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system required

  • Strong analytical skills, with the ability to review data and identify trends

  • Possess situational awareness to identify and escalate matters that require urgent attention

  • You are receptive to and able to appropriately incorporate feedback

Colorado-based individuals expressing interest in this position can expect a starting salary range of $70,000 - $75,000, and are eligible to participate in an annual incentive plan. Benefits available to eligible employees can be seen at:

Primary Location : US-NJ-Hoboken

Other Locations : US-MA-Boston, US-CO-Centennial, US-NC-Durham, US-FL-Orlando

Work Locations :



Job : Customer Service

Organization : Technology & Operations

Employee Status : Regular Employee

Job Type : Standard

Job Level : Manager

Shift : Day Job

Travel : Yes, 25 % of the Time

Job Posting : Feb 23, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2102499