[Hiring] Advanced Associate, Customer Service @Pearson

Role Description

We are looking for a Digital Implementation Specialist to join our team. In this role, you will facilitate the implementation process for digital platforms and products, ensuring customers are set up for immediate success. By educating customers on platform management and coordinating the activation and delivery of digital access, you will help ensure the successful adoption of Pearson's products and services.

The ideal candidate is energetic, experienced with web-based technologies, passionate about helping customers, and possesses strong oral and written communication skills in both Spanish and English. Success in this role requires the ability to quickly learn new technologies, effectively communicate technical concepts to customers with varying levels of expertise, and contribute to continuous improvements in implementation processes.

Key Responsibilities

• Clearly communicate digital platform and product setup requirements, onboarding expectations, and implementation processes to customers and key stakeholders.
• Educate customers on platform management capabilities and best practices to simplify adoption and align expectations.
• Collaborate with various internal teams to drive implementations through completion in a timely manner.
• Optimize processes by identifying the needs and requirements of internal and external customers.
• Plan and execute actions that facilitate and reinforce the adoption of digital platforms and products.
• Perform administrative-level tasks within digital platforms and products, including but not limited to user creation and management, course administration, and instance management.

Qualifications

• Strong alignment with Pearson's culture and values.
• Bachelor's degree.
• Experience in project management, process management, and/or customer management.
• Experience working with web-based technologies.
• Customer service experience, preferably in a related field.
• Strong verbal and written communication skills in Spanish (C1) and English (B2).
• Collaborative working style with the ability to develop and sustain productive work relationships.
• Strong ability to work independently and manage multiple priorities with minimal supervision or direction.
• Ability to interact effectively with key stakeholders across all areas and levels of the organization.
• Excellent attention to detail and strong time management, analytical, and problem-solving skills.
• Predisposition toward continuous learning and the ability to adopt and drive change.

Benefits

• Private medical health plan, plus dental care extended to your economic dependents under the age of 25.
• Home office support.
• Funeral assistance.
• Life insurance.
• 15 working days of vacation in the first year, birthday off, marital leave, maternity or paternity leave.
• Employee assistance program.
• AIP (Annual Incentive Plan).