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Pearson Director for Salesforce Service Cloud Management in Boston, Massachusetts

Director for Salesforce Service Cloud Management - ( 2109760 )


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.

Director for Salesforce Service Cloud Management

Salesforce Service Cloud is the world's number one customer service application and we at Pearson leverage it for our support, services, communities to ensure our customers and learners receive the best overall experience from Pearson.

Our team is looking for a Technology senior leader to manage & support the implementation of Salesforce Service Cloud capabilities, continuous improvement and strategic projects including Case and Knowledge Management, Service Channels (Email, Web Chat and Phone), Chatbots and Agent Productivity in environments serving thousands of employees and hundreds of thousands of customers.

This role will focus on all aspects of development including business analysis, vision, solutioning, roadmap alignment with business leaders, and delivery across functional areas like workflow automation, communities, intelligence, and user experience.

This role calls for a strong, proactive leader capable of autonomously driving projects and lead a strategic technology area with a Customer focus / Customer obsessed view. Ideally, you have demonstrated an excellent track record for driving new Service Cloud projects, delivery of capabilities, strong relationship building with business counterparts.

Looking for someone who can lead a team to deliver value to the business, grow and support the team, build long term strategy with our Services & Support global teams. We will help you achieve your goals with continuous professional development and career progression sessions.

  • Own the roadmap for the enterprise-scale Salesforce Service area, which includes Service Cloud, Communities, Chatbots, Reporting, and integration with Voice and Contact Centers.

  • Drive for the best customer and learner experience possible to self-help scenarios and continue to push for a shift-left strategy.

  • Build relationships with business service leaders to help inform the strategic roadmap and also maintain documented success measurements in coordination with the business to bring greater satisfaction of our learners and customers.

  • Collaborate across technology teams. This role must collaborate with the other Salesforce Cloud leaders in Sales Cloud and Marketing Cloud. Collaboration must be fluid with other parts of Technology with Data, Analytics, eCommerce and Enterprise Architecture.

  • Communicate clearly and efficiently. Coordinate monthly release communications for Service Cloud and Communities with our demand management team. Define expectations for the development team and business partners to prioritize work across continuous improvement releases as well as project work.

  • Mentor and coach team members and support inclusivity and diversity.

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.


Required Skills

  • 10 years of Salesforce Service Cloud, Communities, Chatbot, AI experience.

  • Experience with SaaS environments in a large enterprise.

  • Experience gathering and transforming business requirements and customer needs into achievable deliverables and capabilities.

  • Strong organizational as well as written and oral communication skills.

  • Manage offshore resources and other 3 rd party providers.

  • Comfort in high-level business discussions with internal and external executives.

  • Proven ability to deliver on commitments.

  • Ability to lead and work autonomously.

  • Ability to handle multiple competing priorities.

  • Strong troubleshooting and analytical thinking skills.

  • Bachelor's degree (technical disciplines preferred).

  • MBA is a plus.


Primary Location : US-NC-Durham

Other Locations : US-MD-Columbia, US-MA-Boston, US-NJ-Hoboken

Job : Technology

Organization : North America

Employee Status : Regular Employee

Job Type : Standard

Job Level : Director

Shift : Day Job

Travel : Yes, 25 % of the Time

Job Posting : Jul 19, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2109760