Principal, Customer Success (Digital Fulfillment Transformation & Automation)

Pearson•United States,

3d•$100,000 - $120,000

About The Position

Pearson Higher Education is seeking a Principal, Digital Fulfillment Transformation and Automation to lead a significant business transformation in how digital learning solutions are distributed and fulfilled through Retail, Inclusive Access, and Equitable Access models. This role is part of the Digital Fulfillment Organization, Higher Education’s delivery team for distribution and fulfillment with channel partners. The position reports to the Lead, Customer Success for Partner Operations. The primary focus will be to define, design, and deliver automation for Inclusive and Equitable Access, leveraging business process transformation, Salesforce workflow automation, data fluency, and Agentic AI to reduce manual tasks, enhance launch readiness, strengthen partner operations, and establish scalable, reliable fulfillment processes.

Requirements

Significant experience mapping, redesigning, and automating end-to-end operational processes, with a track record of measurable outcomes such as reduced cycle time, removed manual touches, and lower error rates.
Practical experience applying workflow automation, integration, and AI or agentic tooling to operational problems, including the judgment to know when automation is the right answer.
Deep, hands-on knowledge of Salesforce workflow automation, including designing and building record-triggered and screen flows in Flow Builder, using Flow Orchestration for multistage, cross-team processes with human approval steps, and applying sound practice in error handling, testing, governance, and integration with upstream and downstream systems.
Strong data literacy, including defining data requirements, data quality controls, and metric definitions, and partnering with data teams to deliver trusted dashboards and automated reporting.
Proven ability to build a prioritized transformation roadmap, build the business case for funding, and deliver through agile or iterative delivery with clear governance and controls.
Experience transforming roles and ways of working, including documentation, training, and adoption planning, so that automation sticks and teams move to higher value work.
Confident influencing across Leads, Digital Operations Managers, technology and data teams, and external channel partners, with the credibility to align competing priorities.
Ability to translate complex operational and technical details into clear, executive-ready recommendations and to bring people with you through change.

Nice To Haves

Working knowledge of digital supply chain, order-to-access or entitlement processes within Retail, Inclusive or Equitable Access models and channel partner environments.
Understanding of partner and institutional success models, with a bias toward outcomes that improve the campus experience.
Background in education, publishing or courseware, or in another subscription or entitlement-based distribution business.

Responsibilities

Lead the design and delivery of automation across channel partner distribution and order-to-entitlement fulfillment, including title, price, and course section adoption file exchange, product-in-use processing and flagging, and integration outreach. Apply deep domain expertise to define and document decision logic for automation, escalation, and exception handling.
Build advanced solutions for course and campus launch readiness, including onboarding checklists, access verification, first-day-of-class readiness, and proactive issue detection, to alert Digital Operations Managers and IA Launch Specialists to risks.
Engineer the transition from manual reporting to automated, self-service dashboards and scheduled partner and internal reporting covering activations, usage, returns, and revenue reconciliation. Partner with data teams to specify underlying data transformation, define quality controls, metric definitions, and audit trails for trusted outputs.
Lead complex automation and Agentic AI projects from concept to production, evaluating and prototyping emerging techniques, proving value through pilots, and recommending a prioritized work sequence and supporting business case to the Lead of Partner Operations.
Set technical standards for DFO automation, authoring reference patterns, templates, design documentation, and reusable components. Act as a design consultant across partner flows to ensure consistency, supportability, and safe scalability of solutions.
Continuously optimize live processes and instrument them against agreed KPIs (manual touches removed, cycle time, error and escalation rates, hours returned to the team, and improvements to partner, campus, faculty, and student experience). Document controls, rollback plans, and clear process ownership for each change.
Raise capability across the team by mentoring Leads, Digital Operations Managers, and IA Launch Specialists. Lead by example in applying automation, testing and adopting new methods, and influencing through demonstrated expertise and innovation.