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VP of Customer Service & Support
Pearson
Centennial, CO, United States
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VP of North America Customer Service and Support
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.
Overview: Experienced, customer-obsessed leader who leverages data, innovation and technology to drive digital transformation, create an exceptional customer experience, and deliver on business outcomes and results.
Job Purpose
• The VP will lead Customer Service and Support operations for multiple lines of business (B2B and B2C).
• The VP will drive our Customer Service and Support automation strategy including Artificial Intelligence (AI), Chatbot, Robotic Process Automation (RPA), and content innovation.
• The VP will deliver on our Customer Service and Support mission (earning lifetime loyalty by helping customers get more value from Pearson) employing the following strategies:
◦ Preventing the Problem (influencing products and processes to avoid problems and improve supportability)
◦ Enabling Self Help Success (helping customers easily solve their own problems)
◦ Improving Assisted Support (quickly connecting customers with experts for resolution)
◦ Helping Customers Do More (knowing our customers and guiding them to do more with Pearson)
• The VP will drive our “Shift Left” agenda, creating support experiences that are low cost for Pearson and low effort for the customer.
• The VP will participate in development of a global strategy and delivery model, and oversee cost reduction programs to support the company growth agenda.
• The VP will implement a data-driven approach to customer support, leveraging data to advocate for customer-centric changes to Pearson products and programs, while introducing effective self-service strategies to enable customers to quickly and easily solve their own problems.
• The VP will be customer obsessed - fostering a healthy culture for customer advocacy, representing Voice of Customer back to business owners, and working to increase customer satisfaction.
• The VP will influence sales and marketing teams to drive support as a differentiator, introducing more proactive services models, leveraging customer service to drive growth and loyalty. VP will also work with sales stakeholders to ensure that CSS contributes to revenue and growth targets.
• The VP will review internal workflow policies and procedures to improve efficiencies, and have a strong understanding of related accounting, contractual, compliance, technical policies and procedures.
• The VP will leverage Salesforce.com service cloud platform to deliver modern customer experiences as well as solutions to assist the business with improved targeting capabilities and more consistent customer feedback.
• The VP will work closely with the SVP of Global Operations Customer Experience in executing on an approach that meets customer and company objectives in service level (delivery and quality) and cost.
• The VP will work with virtual teams in matrix environment.
Responsibilities
• Develop and lead strategic initiatives in Customer Service and Support and develop a roadmap to establish and deliver a cost effective and efficient approach for Pearson North America. Additionally drive and/or support organization wide initiatives that overlap with Customer Contact/Sales initiatives.
◦ Drive collaboration between key markets and establish & operate efficient center-led capabilities, driving economies of scale where appropriate.
◦ Work across other areas of the business to standardize processes and develop / put in place standard policies.
◦ Support Directors in facilities cost reduction programs.
• Work with Directors to leverage the global scale of Pearson for contracting with providers and outsourcers.
• Assist in developing key performance metrics, establishing & achieving targets for the customer contact centers.
◦ Build metrics and key indicators reflecting performance of the global supply chain function on strategic and operational objectives.
◦ Establish short/long-term objectives, performance goals and metrics with clear targets and accountabilities to meet Pearson’s overall objectives and business requirements.
◦ Track results against defined targets and identify/ execute performance improvement initiatives on a continuous basis.
• Develop best practice vendor/partner standards and ensure that all suppliers maintain highest levels of customer services
• Ensure high customer satisfaction levels – for both internal facing business units and external customers and promote these ideas throughout Pearson.
• Manage and develop a high-performance team through skills and capability development.
◦ Oversee performance, training programs and development activities for the team.
◦ Assure compliance to corporate and departmental policies and procedures.
◦ Direct effective working relationships and establishing synergy with other teams within Pearson.
Key Stakeholders
• SVP, Global Operations Customer Experience: Business strategy, vision, direction of travel
• CSS VP’s for other lines of business
• Directors: key performance metrics, monthly/annual reporting, escalations, issue resolution
• Managers: performance metrics of overall operations, trend analysis
• Sales and Customer Service teams: demand, customer feedback, customer initiatives
• Finance Directors & Lines of Business: Financial analysis
Qualifications
Required Qualifications
• Bachelor’s Degree; Master’s Degree preferred
• 10+ years of relevant experience in leading Customer Service and Support organizations, leveraging world class BPO partners
• Proven track record of successfully turning around Support organizations
• Experience managing large teams (100 - 200 people)
• Experience leading digital transformation, innovation and automation strategies
• Successful stakeholder management/ engagement
• Data-driven planning and decision-making
• Experience developing global CRM solutions
• International experience, ideally working with partnering companies both domestic and offshore
• Leadership Skills - Ability to motivate a global team to achieve success and surpass team goals and metrics
• Process Skills - Ability to develop global processes that will improve team effectiveness and efficiency, including continuous improvement methodologies (Lean 6 sigma)
• Strong Analytical Skills - Possess great understanding of metrics and data for reporting, ability to forecast optimal staffing levels
• Organizational Skills - Able to manage time effectively to meet deadlines
• Great Communication Skills - Provide clarity and understanding to executives, clients, reports, and internal teams
• Project/Product Management Skills - Ability to manage multiple projects from inception to implementation
Desired Experience
• Experience in education industry
• Technology leadership
• Experience with Salesforce.com as CRM platform
• Experience working with BPO partners