# Overview
*Overview*
Are you ready to lead customer operations for the world’s most popular SIS? Do you have a passion for leadership, management and vision? Are you excited about delivering best-in-class class training, support, implementation, and data services to all of our customers? Are you ready to manage a large and diverse team to its peak performance? Do you want to work in an exciting environment with a high-tech culture?
At Pearson, 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.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.
The Executive Assistant provides a variety of administrative support; assisting with the coordination of administrative functions including arranging travel plans, scheduling appointments, minute-taking during confidential meetings, in addition to assisting and coordinating projects.
# Responsibilities
The Vice President of Customer Operations is responsible for the entire post-sales customer experience for the School Systems business unit inside Pearson. The position accomplishes this through a visionary, constructive and energetic style, guided by the financial and business objectives of the company.
* Establish and implement strategic vision for support, product education, and services.
* Interact directly with customers and internal stakeholders to receive and provide constructive feedback
* Establish and deliver against financial and business goals for the services and support divisions of the company
* Connect the customer operations with other stakeholder groups including product development, sales, hosting, marketing, and strategic planning
* Serve on the company’s leadership team and provide advice and council directly to the School Systems Managing Director
Essential Duties and Responsibilities
* Provide day-to-day leadership and management to a service organization that mirrors the adopted mission and core values of the company
* Drive the services and support organizations to achieve and surpass sales, profitability, cash flow and business goals and objectives
* Measure and optimize the effectiveness of all processes internal and external. Provide timely, accurate and complete reports on the operating condition of the company
* Formulate new business opportunities and implement programs to increase business opportunities in School Systems
* Publish and track team utilization and customer satisfaction metrics to ensure individual and client success
* Meet with directors on a regular basis to review individual, department and client progress and plan for future and long-term activities
* Communicate with team members regarding business unit goals, product evolution, team expectations, and ongoing market trends, creating a positive and inclusive culture
* Influence and engage direct and indirect peers in order to build cohesive teams and innovative Service offerings
* Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the growth objectives of School Systems
* Motivate and lead a high performance management team; attract, recruit and retain required members the VP’s team not currently in place; provide mentoring as a cornerstone to the management career development program
* Act as lead "client-care officer" through direct contact with every client and partner
* Foster a success-oriented, accountable environment within the services and support organizations
* Represent the company with clients, investors, and business partners
* Establish yearly budget and financial forecasts for the support and services organizations
* Develop and maintain a variable staffing model using a variety of contract staff
* Provide HR management to the support and services organization such as annual reviews, goal, setting, coaching, and modeling
* Establish and maintain staffing levels in accordance with the financial plan, business need, and financial forecast
* Provide thought leadership for both services and support
* Oversee the development of cutting edge services and support offerings that provide customer business and financial value
* Interface with Sales and Marketing to establish pricing and offering for the services and support organizations
* Interface with customers to resolve critical issues
Assist in business development as necessary
# Qualifications
*Essential Qualifications and Skills*
**
* BA or BS in Education Leadership, Management, or other related field
* 10 years experience working with education industry customers in a leadership role
* 5 years experience directly managing P&L for a customer services business in a senior leadership role
* Flexible and innovative thinker with a proven tactical approach to operational management
* Proven success managing large distributed teams as a senior leader
o Excellent communication skills both verbal and written
o Familiarity with project management methodology and tools
o Deep understanding of services and support methodology
o Ability to travel to customer site required
**
*Desired Qualifications and Skills*
* MA or MS in Education, Business Administration, or other related field
* 10+ years in senior leadership role directly managing P&L for a complex customer operations business
* K-12 Education background (teacher, administrator, technical coordinator) with a passion for schools and their responsibility to the data and processes that support effective instruction and reporting
* Preferred experience implementing/supporting Student Information Systems or large ERP systems in the education industry space. PowerSchool experience is a strong plus
Preferred Project Management Professional certification
**Job ID:** 2015-32114
**# of Positions:** 1
**Position Type:** Regular Full Time
**Category:** General Business Operations