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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

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