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Pearson Senior Vice President, Professional Services & Customer Experience (Pearson K12 Learning) in Hoboken, New Jersey

Senior Vice President, Professional Services & Customer Experience (Pearson K12 Learning)

Description

Pearson K12 Learning Overview

Pearson K12 Learning is a global education company that produces award-winning learning solutions that empower educators and engage students with the highest quality content.

Recognized as an industry leader, we serve millions of K-12 learners with innovative, student-centered educational programs that turn today’s classrooms into active learning environments. By embracing technology, personalized learning, and immersive experiences delivered across multiple platforms, we design our learning solutions to be more accessible and relevant to each student.

Our comprehensive solutions for core curriculum, and supplemental and intervention programs — supported by an array of professional development services — allow teachers to use data to inform classroom practices and tailor instructions to an individual’s abilities and learning styles.

Partnering with school districts and educators, we are committed to delivering the best possible learning experiences that improve every student’s chance of success.

To learn more, visit www.PearsonSchool.com.

Position Overview

The Senior Vice President is responsible for the development of a comprehensive Professional Services and Customer Experience vision and strategy for Learning Services. The SVP will collaborate with internal and external partners to develop and drive the customer strategy, long-term roadmaps and initiatives, achieving TOP Net Promoter Scores. The SVP will drive the development of a high volume, scalable and cost effective next generation professional services organization. The SVP will have overall responsibility for the effective and efficient execution of pre and post-sales support, services operations, field & inside operational support, bids and proposals, internal training programs, sales tools, customer-facing product activations and more.

Primary Responsibilities

  • Works with internal stakeholders to develop a comprehensive CX vision, strategy and innovative CX solutions for the organization. Strategy will be based on sound analytical approach, using competitive intelligence, metrics and alignment with business plans.

  • Develops a comprehensive professional services strategy for delivery of innovative solutions and offerings for the organization.

  • Develops 3 to 5 year plan to drive transformation across with the ultimate objective of attaining Top 3 Net Promoter Score.

  • Effectively translates strategy and execution dimensions for services to the senior leaders and front-line staff.

  • Provides strategic leadership and direction for the delivery of pre-and post-sales services and support to customers. Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

  • Responsible for providing consultative services for schools to support technology delivery.

  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements that translate to a value add to the customer.

  • Maintains a focus on all activities, processes and initiatives that will drive revenue, reduce inefficiency and reduce costs.

  • Works collaboratively with the Sales organization to ensure that services offerings support core product and that delivery costs are in line with profitability targets and goals.

  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

  • Drives comprehensive staffing capacity management planning to best utilize all staffing options including full time, part time and temporary employees to service all markets|

  • Plays a critical role in leading development of a culture that is customer focused at all levels and within all functions.

Qualifications

Requirements

  • Bachelor’s Degree required, MBA preferred.

Related work experience/skills

  • 10 to 15 years of proven experience in strategic customer-facing role, with specific expertise in delivering best in class service delivery capabilities using NPS as a measurement of success.

  • Proven track record of developing and executing strategies that drive cultural change related to the customer experience.

  • Ability to manage influence through persuasion, negotiation, and consensus building.

  • Strong empathy for customers AND passion for revenue and growth

  • Exceptional leadership skills

  • Outstanding communication and interpersonal skills

  • Ability to write and present clearly and persuasively

  • Strong financial skills

  • Analytical and process oriented mindset

  • Solutions oriented-ability to think fast and move quickly to find the right offering that will meet customer needs

  • Makes sound, logical and data-based decisions on complex issues and problems, fully considering the risks involved.

#LI-JDM

Primary Location: US-AZ-Chandler

Other Locations US-NJ-Hoboken

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Strategy

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Sep 20, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1912747

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.

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