Director of Operational Enablement

At Pearson, our purpose is simple; to add life to a lifetime of learning.
We envision a future where everyone can realize the life they imagine through learning.
To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.
For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning.
Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.
The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.
Summary The Director of Operational Enablement reports to the Vice President, Enrolment and Customer Engagement, and leads operational enablement efforts that support the customer-facing business teams within the Enrolment and Customer Engagement department: (1) Enrolment Experience, (2) Customer Engagement and Retention, and (3) Customer Technical Support and Services.
The Director of Operational Enablement will lead a team of managers whose teams focus on training, quality assurance, workforce optimization, reporting, internal communications, enrolment administration/compliance, and ops special projects.
High level, the Director of Operational Enablement will lead efforts to make the business teams as effective and efficient as possible, and work alongside the other directors within ECE to strategically drive and deliver solutions that benefit our customers, our business, and our teams.
Core Tasks and Responsibilities Act as proactive consultant to elicit prioritized needs from the business; create and manage an agile roadmap of operational enablement projects designed to meet these needs and adaptive to changing needs; communicate status of projects effectively.
Facilitate deep integration with business directors – driving alignment, standardization of processes, scalability, customizing experiences across the teams as necessary.
Lead team of managers to ensure excellent service delivery in the following areas: Internal team training: utilize best practices to maximize onboarding efficacy as well as ongoing successfully address continuing education training needs.
Workforce management approach to ensure agile deployment of team resources.
Talent management programs Quality assurance Enrolment administration, compliance, and standardization Internal communications Create scalable, templatized solutions for business leaders to deploy as needed.
Evaluate the pre-enrolment and post-enrolment student lifecycle, customer journey, and drive a cross functional effort to ensure a seamless customer experience.
Ensure an efficient customer experience by improving self-service, improving queue/IVR system, improving.
Engage with business leaders regularly to deeply understand challenges and opportunities for the business.
Required Skills, Experience, and Competencies Requirements : Bachelor's degree required master’s degree preferred.
10+ years in an operations related role required.
5+ years in a management role, required.
Customer service experience, required.
Experience working in a large company with seasonal volume, a plus.
Experience: Passionate about education and access Deep experience and expertise in call center operations / student life cycle operations Experience with training/QA; experience with sales operations; experience with workforce planning/management Experience managing and developing large teams.
Understanding of KPIs, metrics, service level management, objectives, and the ability to drive toward key results.
Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
Competencies: Navigates ambiguity – Brings creativity and innovation to solve complex puzzles.
Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer.
Builds strong relationships with customers and uses those to improve their experience and outcomes.
Service oriented.
Works well in a matrix – Models collaboration, solves problems with peers, builds trust and support.
Influential, high energy Takes personal accountability – Can be relied on to complete tasks timely and well, demonstrates “ownership” regardless of the outcome, proactive in exploring and exploiting new opportunities.
Strong leadership – Creates strong morale and inclusive spirit within the team, proactively addresses team performance and communication challenges and blends new people into teams when needed.
Has a track record of hiring and quickly and effectively onboarding great talent.
Demonstrated success in developing and promoting talent.
Communication – A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.
Coaching – Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location.
As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows: The minimum full-time salary range is between $120,000 - $140,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
What to expect from Pearson Did you know Pearson is one of the 10 most innovative education companies of 2022? At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine.
We do this by creating vibrant and enriching learning experiences designed for real-life impact.
We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.
To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education.
Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer.
Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging.
We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential.
Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work.
People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify.
We want a team that represents a variety of backgrounds, perspectives and skills.
The more inclusive we are, the better our work will be.
All employment decisions are based on qualifications, merit and business need.
All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law.
We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.
com.
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Job: GENERAL BUSINESS OPERATIONS Organization: Virtual Learning Schedule: FULL\_TIME Req ID: 14895 \#location