The Product Response Product Management Analyst will be responsible for managing escalation of issues for HE MyLab and Mastering learning applications.

initial product triage of Incidents – analyzing Incidents to understand the issue, scope and impact. The triage and management of escalated tickets includes the addition of information and use of processes that allows MyLab and Mastering Product and Engineering to track and monitor product issues, bugs, trends, and volumes for any of the ‘advanced’ incidents that we handle. The team use: standard Support tools; Administrator tools; 'back office' tools, as well as leveraging Logs and Analytics as required.

working closely with Product and Engineering teams to set appropriate bug fix priority and running regular cross-functional triage calls to expedite Incident resolution.

ensuring that appropriate communication back to all stakeholders is put in place - either via the Incident, Teams, Monitoring calls, Higher Ed Known Issues, Support Article / Knowledge Article creation, eMail etc

tracking Incident volume that are not technical issues but where we might be seeing customer pain points or customer confusion.

Customer Tech Support and Faculty Support training initiatives in conjunction with customer-facing teams including Commercial PM, Application PM, LTS, CSRs, Customer Service, and others.

Product Response 'bridge the gap' by translating complex customer reported issues in a way that engineering teams can understand and by taking technical explanations back to our users in customer focused language.

When Product Response are engaged

Product / Engineering teams spend less time trying to review customer issues, and more time on new feature development in pursuit of acquiring new business.

Customers use our products more successfully: for complex issues Product Response help guide Cust Tech Support how to resolve a customer contact. While this is likely issue resolution this can include explaining to new or underutilized application features, and strengthening usage.

Customer data helps guide Product team priorities - Product Response tracks customer issues helping identify points of friction and giving Product teams data to inform where they need to focus their efforts on feature development.

Skills, knowledge and abilities:

• Educated to degree level (or equivalent)

• Excellent written and verbal communication skills.

• Excellent organizational and time management skills.

• Self-motivated individuals able to work under pressure.

• Intermediate to advanced Microsoft Office application skills, particularly in Word, Excel and PowerPoint.

• Demonstrated negotiation, collaboration and teamwork skills.

• Ability to influence and work effectively in cross-functional teams.

• Product management experience, including managing digital products.

• Demonstrable technical skills – while the role is not technical, we need candidates able to translate technical language into actions.

About your compensation

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

Full-time, base annual salary is $80,000 to $105,000

This position is eligible to participate in the annual incentive plan, and information on benefits offered is here.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: PRODUCT MANAGEMENT

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type:

Req ID: 17217