[Remote] Advanced Specialist, Customer Service Enablement

Note: The job is a remote job and is open to candidates in USA. Pearson is a global leader in lifelong learning, dedicated to helping individuals realize their potential through education. The Advanced Specialist, Customer Service Enablement plays a vital role in supporting Account Management and School Operations by managing projects, coordinating administrative tasks, and facilitating operational changes to enhance team effectiveness. Responsibilities • Translate LCP and DSO defined priorities into structured project plans, timelines, communication plans, and execution artifacts • Coordinate account management initiatives such as enrollment cycle readiness, legislative summaries, school year cycle updates, and new school launches • Monitor progress across multiple workstreams; proactively surface risks, dependencies, and blockers with context and recommendations • Maintain disciplined documentation of decisions, action items, owners, and timelines to ensure alignment and continuity • Reduce administrative burden for LCPs, DSOs, and account management team members through standardized workflows, templates, trackers, and follow‑through • Coordinate internal meetings, materials, agendas, notes, and documentation supporting account planning, renewals, launches, and cross‑functional initiatives • Produce internal‑facing status updates, summaries, and dashboards that provide visibility into progress, risks, and dependencies • Coordinate internal operational tasks aligned to the annual school‑year cycle (back‑to‑school, in‑year operations, end‑of‑year closeout) • Track deadlines and deliverables tied to annual POC updates, readiness milestones, and representative reviews • Develop and maintain templates, tools, and process documentation that enable consistent internal execution • Surface readiness risks and gaps to LCP and DSO leadership for awareness and action • Serve as one of the primary internal coordination points for incident management within the Partner Success School Operations team • Triage submissions, gather required context, and route issues to appropriate internal teams • Track issue status through resolution, ensuring internal follow‑through, escalation, and closure • Analyze trends and recurring issues to inform prioritization, risk mitigation, and process improvement • Provide internal visibility; external communication remains with designated school‑facing roles • Identify recurring operational friction points impacting account management delivery or School Operations execution • Partner with School Change Management and Continuous Process Improvement (CPI) teams to support planning, documentation, and coordination of improvements • Support LEAN events and process reviews through data, documentation, and follow‑through (without owning methodologies) • Ensure approved improvements are documented and embedded into standard operating practices • Maintain organized, accessible repositories of processes, templates, decisions, and operational guidance • Serve as primary owner of the School Profiles repository, ensuring accuracy, access, and timely updates • Enable smooth transitions during account management changes, staffing shifts, and new school launches through reliable access to account information • Partner with LCP and DSO to define key metrics related to project progress, task completion, and request volume • Produce recurring summaries and dashboards that support leadership visibility and decision‑making • Maintain disciplined records, trackers, and reporting tools to ensure transparency and accountability Skills • Strong execution and coordination skills • Ability to translate priorities into structured project plans, timelines, and communication plans • Experience in monitoring progress across multiple workstreams • Ability to maintain disciplined documentation of decisions, action items, owners, and timelines • Experience in reducing administrative burden through standardized workflows and templates • Ability to coordinate internal meetings, materials, agendas, notes, and documentation • Experience in producing internal-facing status updates, summaries, and dashboards • Ability to coordinate internal operational tasks aligned to the annual school-year cycle • Experience in tracking deadlines and deliverables tied to annual updates and milestones • Ability to develop and maintain templates, tools, and process documentation • Experience in serving as a primary internal coordination point for incident management • Ability to triage submissions and gather required context for issue routing • Experience in tracking issue status through resolution • Ability to analyze trends and recurring issues for prioritization and process improvement • Experience in identifying operational friction points impacting delivery • Ability to partner with change management and continuous process improvement teams • Experience in supporting LEAN events and process reviews • Ability to maintain organized, accessible repositories of processes and operational guidance • Experience in enabling smooth transitions during account management changes • Ability to define key metrics related to project progress and task completion • Experience in producing recurring summaries and dashboards for leadership visibility • Ability to maintain disciplined records, trackers, and reporting tools Benefits • Eligible for Pearson’s annual incentive program Company Overview • Pearson operates as a media and education company that offers a wide range of services to its customers. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is https://www.pearson.com/. Company H1B Sponsorship • Pearson has a track record of offering H1B sponsorships, with 1 in 2023, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.