Lead Specialist, Customer Service Enablement (Knowledge Management)

Pearson

About The Position

Pearson is seeking an experienced Knowledge Manager to lead the transition of our knowledge systems to Salesforce and related knowledge tools that support teachers, students, caregivers, and internal service teams. This role owns the migration approach (inventory, cleanup, taxonomy, and publishing workflows), establishes ongoing governance (standards, review cadence, and roles), and partners with IT, Support, Sales, and Product to drive adoption. Success will be measured by improved self-service and service efficiency (e.g., higher knowledge usage and helpfulness, faster time-to-publish, reduced duplicate/outdated content, and improved case resolution outcomes).

Requirements

Experience as a Knowledge Manager.
Experience with Salesforce and related knowledge tools.
Experience with migration approaches (inventory, cleanup, taxonomy, publishing workflows).
Experience establishing knowledge management governance (standards, review cadence, roles).
Ability to partner with IT, Support, Sales, and Product teams.
Understanding of metrics for measuring self-service and service efficiency (e.g., knowledge usage, helpfulness, time-to-publish, content accuracy, case resolution outcomes).

Responsibilities

Lead the transition of knowledge systems to Salesforce and related knowledge tools.
Own the migration approach, including inventory, cleanup, taxonomy, and publishing workflows.
Establish ongoing governance for knowledge management, including standards, review cadence, and roles.
Partner with IT, Support, Sales, and Product teams to drive adoption of new knowledge systems.
Improve self-service and service efficiency through higher knowledge usage and helpfulness.
Reduce duplicate/outdated content and improve case resolution outcomes.