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Vice President of Practice Development and Education Services
Pearson
Chandler, AZ, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
This position leads a US based team that works closely with Services, Product Management, Marketing and Sales to plan, build and maintain the Services Solutions Portfolio, oversees the management of the overall Online Self Service strategy, social platform and Communities team, including ensuring the ongoing implementation of an editorial engagement and community management strategy. Additionally, this position leads the services development team focused on designing and building all of our professional development services offerings including Product Activation, Product Implementation Essentials, and other product-focused professional development engagements as well as consultative services offerings.
The VP of Practice Development and Education Services (PDES) reports to the SVP, Customer Experience and Professional Services and is responsible for the Services Solution offerings portfolio, Customer Community, and Online Training (MPT.com) aligned to the Learning Services strategy for the US market. This position leads a US based team that works closely with Services, Product Management, Marketing and Sales to plan, build and maintain the Services Solutions Portfolio, oversees the management of the overall Online Self Service strategy, social platform and Communities team, including ensuring the ongoing implementation of an editorial engagement and community management
The VP, Practice Development and Education Services is responsible for:
● Planning and executing Services Solutions Portfolio aligned to Learning Services overall strategy
● Working closely with the Product Management leadership to understand the product components in the solutions and the implications to service delivery
● Partnering with Services, Product Management, Marketing and Sales providing services expertise and insight into the needs of the US market
● Leading services innovation efforts around education trends and emerging markets
● Implements and maintains departmental policies, procedures and quality standards to ensure the highest levels of performance, customer satisfaction and compliance occur.
● Overseeing our services solutions development efforts for all of our professional development and technical services.
● Takes full accountability for the PDES organization P&L. Includes working with Finance to establish the annual budget & strategic plan.
● Stays aligned to customer/sales demand and the ability to dynamically course correct when necessary.
● Identifies, create and manages new vehicles for consumption of training content and manages these in the overall Services Solution Portfolio.
● Responsible for approving Services Rate Card structure and course pricing for the Services Solution Portfolio, including compliance with VSOE policies.
● Responsible for the creative and technical direction of MyPearson.com and tools used by the PDES team in collaboration with Sales, Services and Product Management
● Recruiting, managing, motivating and retaining an experienced world-class team.
● Maintain & update the online community strategy, including the moderation policy, escalation and customer service procedures and community engagement and outreach initiatives
● Works in collaboration with Customer Enablement teams to ensure compliance of Service Solution Portfolio profitability and execution
● Coordinate with the Product development team to plan and develop the community platform (for ex. forums, blogs, moderation tools), as well as taking ownership for the community platform roadmap planning
● Develop analytics reports and collate data from Community Managers, presenting analysis and trends to all departments
● Monitor trends in online community tools, trends and applications
Qualifications
REQUIRED SKILLS AND EXPERIENCE
▪ Proven ability to manage a services plan from concept through to market launch and the assessment of the overall effectiveness of the service tied to specified outcomes
▪ Proactive and proven ability to lead the market in services innovations
▪ Demonstrates the ability to proactively manage the Service Offering Portfolio to continue to make it relevant to the market needs
▪ Experience in solution design to ensure effective solutions that help our customers achieve their goals, that build opportunities for longer term relationships and solutions that emphasize efficacy and results
▪ Deep experience in professional services, professional development / school improvement market
▪ Well-developed communication skills, presentation and interpersonal competence
▪ 10+ years of experience managing a Professional Services Practice Development area preferably in a SaaS company.
▪ In depth experience in K12 education and professional services delivery is desirable
▪ Familiar with Pearson Learning Services existing Services Portfolio is desirable
▪ Knowledge of learning theories and best practices in education and training delivery.
▪ Advanced knowledge and understanding of online community platforms and their respective participants (Forums, Blogs, Photo Uploads, Profiling etc.) and how they can be deployed in different scenarios
DESIRABLE LEADERSHIP QUALITIES:
● Strong communication skills. Fluency in online courseware, launch planning and Self Service models in business operations, and the ability to negotiate communications between Services Solutions and internal/external customers.
● Ability to lead, motivate, and direct teams, including cross functional groups.
● Natural drive to deliver results on-time, and with high quality.
● Demonstrates values of excellence, innovation and integrity.
● Critical thinking, persuasion/negotiation, conflict resolution, mentoring and staff development, leadership/management, problem solving, and human resource policies and procedures relating to management responsibilities.
● Composure and ability to lead with confidence and calmness when faced with competing high priority projects and difficult trade-off decisions.
● Interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
● Proven leadership skills in independently managing and organizing large groups
● Ability to interact with and influence others, regardless of their position or functional area.
● Possess the ability to recognize perceived issues and implement solutions to minimize customer dissatisfaction issues (both internal and external customers)
GENERAL DEGREES OR CERTIFICATIONS:
● PMP Certification required
● Green Belt Lean Six Sigma is a big plus.
● MaED, PhD, EdD A breadth of experience in professional services preferred