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.)
* Skills/knowledge/abilities * –
* PRIMARY RESPONSIBILITIES *
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