[Hiring] Principal, Customer Success @Pearson

Role Description

Pearson Higher Education is looking for a Principal, Digital Fulfillment Transformation and Automation to help lead a critical business transformation in how we distribute and fulfill digital learning solutions through Retail, Inclusive Access and Equitable Access models. This role will sit within the Digital Fulfillment Organization, Higher Education’s delivery team for distribution and fulfillment with channel partners. Reporting to the Lead, Customer Success for Partner Operations, you will define, design and deliver the automation that underpins Inclusive and Equitable Access.

• Lead the design and delivery of automation across channel partner distribution and order-to-entitlement fulfillment.
• Build advanced solutions for course and campus launch readiness.
• Engineer the move from manual reporting to automated, self-service dashboards.
• Lead complex automation and Agentic AI projects from concept to production.
• Set the technical standards for how the DFO automates.
• Continuously optimize live processes and instrument them against agreed KPIs.
• Raise capability across the team by mentoring Leads, Digital Operations Managers and IA Launch Specialists.

Qualifications

• Significant experience mapping, redesigning and automating end-to-end operational processes.
• Practical experience applying workflow automation, integration and AI or agentic tooling.
• Deep, hands-on knowledge of Salesforce workflow automation.
• Strong data literacy, including defining data requirements and partnering with data teams.
• Proven ability to build a prioritized transformation roadmap.
• Experience transforming roles and ways of working.
• Confident influencing across Leads, Digital Operations Managers, technology and data teams.
• Ability to translate complex operational and technical details into clear recommendations.

Requirements

• Working knowledge of digital supply chain, order-to-access or entitlement processes.
• Understanding of partner and institutional success models.
• Background in education, publishing or courseware, or in another subscription or entitlement-based distribution business.

Benefits

• Compensation influenced by skill set, experience, and location.
• Full-time salary range for this role is $100,000 - $120,000.
• Eligible for Pearson’s annual incentive program.