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Director Customer Self Help

Contract Type
Education, Media & Communications
San Antonio, TX, 78284, USA
Expiry Date
Director Customer Self Help 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 lesson...

Job Description

Director Customer Self Help


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.


The Director of Customer Self-Help Success is responsible for the strategy and execution of Pearson’s customer-facing Support Self-Help portals and assets for Customer Service and Technical Support scenarios across all Lines of Business and geographies. This Director will lead a team responsible for the strategy, operations (SalesForce Community sites, content success, traffic generation), global onboarding/rollouts and success results. Our high-level objective is to make it easy for customers to find relevant and high-quality online articles, troubleshooters, videos to help them solve their own support issues.And then to transition simply to Assisted Support, if that self-help is not successful (Contact-Us strategy and execution). The success of this role is measured by reductions in Assisted Support volumes (especially for common/simple scenarios), good customer experience, and actionable insights on customer online behaviors.



* REQUIRED KNOWLEDGE AND EXPERIENCE * (Knowledge and experience necessary to do job)

_ Formal education or equivalent experience _ (note: this is the minimum requirement. Equivalent experience in lieu of a formal degree should be listed.)

  • Bachelor’s degree, or equivalent experience
  • Generally requires at least 5 years relevant experience and proven results in managing and driving measurable outcomes via high traffic online sites.
  • Prefer knowledge and experience in a Customer Support environment.
  • Demonstrated thought leadership resulting in new strategies, innovation, and successful implementation.
  • Experience with state-of-the art Online systems (prefer SalesForce) and measurements (Google analytics)
  • Proven experience successfully leading a team, managing people, and engaging employees

* Skills/knowledge/abilities *

  • Excels at thought leadership around state-of-the-art approaches, tools, and measurement for successful Online support.
  • Outstanding team and people management competencies
  • Ability to work in matrixed environment, and effectively mpact and influence a wide variety of stakeholders
  • Knowledge of adult learning approaches, online customer experience design, online behavior measurement
  • Very strong analytical skills, with Salesforce and Google analytics reporting and functionality knowledge a plus;
  • AI/Chatbot implementation a plus
  • Proven innovation / experimentation methodologies
  • Understanding of and experience with SEO and SEM, modern content delivery systems


  • 25% Create strategies to reduce customer pain and reduce support volume..
  • 25% Experiment and implement new technology that will assist in driving traffic (Chatbot, AI, etc.)
  • 25% Manage team and daily operational success
  • 20% Influence stakeholders and drive adoption/rollout of platform, tools, measures
5% Contribute to senior leadership teams across Customer Service & Support

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-CO-Centennial

Other Locations US-MA-Boston, US-TX-San Antonio, US-NC-Morrisville, US-NJ-Hoboken

Work Locations: US-CO-Centennial-2154 East Commons 2154 East Commons Avenue Centennial 80122

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 8, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1800610