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Job Information

Pearson Manager of Fulfillment and Returns in Hoboken, New Jersey

Organizational Information

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible.  We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations. Within the Pearson Virtual Schools (PVS) division we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy, provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world.  We also support school districts with curriculum, teachers, and technology as they make the shift to online. The COVID-19 pandemic introduced significant disruption and transformation to the K-12 learning market. And as a result, our category has seen explosive growth and our business has experienced enormous increases in awareness and enrollments. This presents an incredible opportunity for our team to chart a ground-breaking path through this shifting environment to achieve continued success. 

Purpose Summary

This is a great opportunity to not only work remotely, but also to work with a team of high-achieving professionals from around the country!

The Manager of Returns and Fulfillment has direct responsibility for the entire life cycle of educational materials including all PVS order processing, fulfillment activities and returns processes, as well as direct management of the PVS Order Processing and Returns teams. This includes daily hands-on oversight of the fulfillment process life cycle from when items are ordered to when they are returned to the warehouse. Fulfillment duties require a keen focus on timely order entry, order processing and tracking, maintaining accurate configuration management data, interfacing with all outside fulfillment vendors, logistics planning and claims adjustments, and back order expediting and resolution. Additionally, returns processes must be successfully managed for student withdrawals, repair/replacement, placement change materials, end-of-year, auto-archiving, extra technology, technology refresh/conversion, technology waivers, duplicate/incorrect curriculum and special request school collections.

Managing a team of 13 people, the Manager oversees the entire order processing/fulfillment/returns process and ensures that proper procedures are developed and adhered to across the teams. This position always sets the tone for a professional level of customer support and leads creative and efficient methods to resolve issues that hinder the process. The Manager continuously supports, assesses, and improves the departmental workflow, insuring it is consistent with Lean standards and overall department and company OKRs (Objective Key Results). The ability to maintain a flexible work schedule is required to meet the demands of seasonal spikes and in order to meet company goals and deadlines.

Core Tasks and Responsibilities

  • Provide centralized leadership and oversight of fulfillment and returns teams’ processes

  • Actively manage team of 13 people to ensure most efficient use of their efforts and abilities, accurate completion of tasks and support through changes in landscape

  • Provide daily guidance, support, and problem resolution to the order processing and returns teams as they perform tasks associated with the fulfillment life cycle, including order processing, order management, interfacing with outside fulfillment vendors, delivery status updates, order error resolution, customer inquiries, expedited order requests, and returns processes

  • Continuously improve cost, speed and accuracy performance of distribution and returns processes

  • Ensure SOPs and SLAs are being met on a consistent basis including on-time shipping, perfect order accuracy and 100% returns rate

  • Conduct warehouse (3PL) invoice audits and resolve discrepancies

  • Measure and report out KPIs for entire supply chain including Fulfillment, Returns and warehouse (3PL)

  • Provide oversight, support, and assistance to warehouse (3PL) to solve daily order processing issues

  • Ensure tight configuration management controls are adhered to in order to maintain proper traceability from ordering to returns of products in the supply chain systems

  • Lead technology initiatives to maintain and update ordering, returns and supply chain systems and tools

  • Actively manage the asset management system to achieve and maintain 100% inventory accuracy

  • Provide managerial support to reconcile company-wide asset assignments, as required

  • Oversee the timely processing of UPS invoices and claims for missing and damaged shipments

  • Collaborate with other departments to execute operations related tasks and initiatives

  • Other duties as assigned, including cross departmental support as required

Required Skills, Experience, and Competencies

  • A bachelor’s degree in business, supply chain, management, or a closely related field

  • 5+ years of direct successful management (including people management) in supply chain, fulfillment, or related field

  • Experience implementing Lean/Six Sigma initiatives to improve processes and cost

  • A commitment to continuous improvement and the utilization of KPIs or OKRs to manage performance

  • Advanced skills using MS Office Suite, preferred experience with PowerBI, Tableau, UPS WorldShip

  • Ability to work a flexible work schedule and beyond regular hours as needed to meet company goals and deadlines

Key Capabilities and Behaviors

  • Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.

  • Delivering Financial Results – A strong track record of delivering against budgets and commitments.

  • Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and- messages that resonate.

  • Building a strong team - Creates strong morale and inclusive spirit within team, proactively addresses team performance and communication challenges and blends new people into teams when needed. Has a track record of hiring and quickly and effectively onboarding great talent. Demonstrated success developing and promoting talent.

  • Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support while thriving in a fast-paced, constantly changing environment.

  • Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.


  • High level of integrity and transparency;

  • Is accountable, takes initiative and is proactive;

  • High degree of flexibility;

  • Positive attitude;

  • Evidence of a strong work ethic;

  • Demonstrated team player.

Equal Employment Opportunity

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.

 Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $80,000 - $100,000. This position is bonus eligible. Benefits available to eligible employees can be seen at:



Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 1938