Job Information
Pearson Manager, Core Platform Deployments in Virginia
Manager, Core Platform Deployments - ( 2012342 )
Description
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.
Position Summary :
This position is responsible for leading the business aspects of further core platform and RPA/AI deployments in support of our Physical Book and Digital Courseware business in the UK and International Markets. This position works closely with stakeholders of the business and the technology team to successfully execute on Platform entablements.
The Manager is the technical liaison with various departments across the organization and our outsourcer, managing key technical functions to support the Contact Center, as well as leadership of new technical initiatives to support changing needs of our business. This role provides management and direction internally and externally, with responsibility for reporting, analysis, and communications to all appropriate business segments. The Manager plays a key role in troubleshooting real time issues, working closely with MIS and Telecomm to quickly resolve and prevent impact to the students and families we serve.
This position reports to Director, Platform and Process Management within Customer Service Operations.
Responsibilities :
Sets strategic direction for core Telephony, CRM and system deployments
Manage new technical initiatives with your technology partner
Align process changes as required with new global standards for each market
Ongoing manage the CR program priorities for core technologies
Assist in devising business cases and functional requirements for each deployment activity
Work with Technical Transition team to ensure that BPO and/or internal agents are well versed in the new technologies to meet customer expectations
Work with Service Delivery Managers (SDMs) to align training and UAT for new deployments
Continually assess and provide input to continually improve the quality and productivity;
Set up Business Intelligence monitoring for core deployments
Keep current with the development of new system features with action for future rollouts
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 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.
Qualifications
Prior technology deployment experience, 5 years
Experience with telephony and CRM deployments preferred
Knowledge of Salesforce Service Cloud CRM and Serenova Telephony is a plus
Exceptional verbal and written communication skills
Outstanding ability to multitask in a fast-paced environment
Strong and proven project management skills
Strong financial acumen for business case development
Experience working with contact centers and associated technology venues
Highly detail oriented
Demonstrated ability to organize, prioritize and multitask while managing users’ expectations
College degree required
Primary Location : US-NC-Durham
Other Locations : US-Illinois, US-Florida, US-Virginia, US-Maryland, US-Massachusetts
Work Locations :
US-NC-Durham-5425 Page Churchill
5425 Page Road
Durham27703
Job : Customer Service
Organization : Technology & Operations
Employee Status : Regular Employee
Job Type : Standard
Job Level : Manager
Shift : Day Job
Job Posting : Jan 24, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2012342