Advanced Specialist, Customer Service Enablement

Pearson

2d•$80,000 - $85,000

About The Position

The Advanced Specialist, Customer Service Enablement plays a critical role in enabling the successful execution of Account Management, and School Operations work through disciplined project management, administrative coordination, and operational rigor. This role provides direct internal support to the Lead Client Partner (LCP) and Director of School Operations (DSO), ensuring priorities are translated into executable plans, and that cross-functional work remains aligned, visible, and on track. Through strong execution and coordination, the Advanced Specialist, Customer Service Enablement amplifies the effectiveness of school-facing leaders by improving clarity, follow-through, and readiness across internal teams. This role is positioned to serve as a key facilitator of change management, supporting the planning, sequencing, documentation, and adoption of operational changes across teams. This role is not specifically a school-facing role, although interactions may occur as needed during project management tasks. It operates through influence, structured processes, and strong cross-functional partnership with a primary accountability of ensuring efficient and effective account management activities.

Responsibilities

Program & Initiative Execution Enablement
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.
Operational Coordination & Administrative Enablement
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.
School Operations Annual Cycle Support
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.
Incident Coordination & Support
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.
Change Enablement & Continuous Improvement Support
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.
Knowledge, Resource & Information Management
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.
Reporting, Metrics & Operational Visibility
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.