Program Coordinator – Relationship Lead

Pearson VUE

. Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders .

Posted 9/18/2026full-timeNoida • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service orientation and the ability to manage complex client interactions while ensuring compliance and operational efficiency. Proficient in preparing reports, analyzing operational data, and utilizing AI-enabled tools to enhance service delivery.

Highest-signal resume keywords

Customer Support ExperienceComplex Query ManagementReport Preparation and ValidationEscalation ManagementAI-Enabled Productivity Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisOperational ReportingService Level Agreement MonitoringProcess ImprovementWorkflow Automation

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailOwnership MindsetCollaboration

Tools & Technologies

Internal SystemsDatabasesReporting ToolsAI Tools

Industry Keywords

Client Relationship ManagementStakeholder EngagementOperational PlanningService ReviewsContinuous Improvement

About the role

Key responsibilities & impact

Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders
Liaise with Global lines of business to support client program requirements, operational queries, and service-related follow-ups
Promote client programs, products, and service offerings
Maintain strong working relationships and track client commitments through to completion
Identify additional opportunities, operational risks, and potential trouble areas
Handle Level 3 escalation calls and complex service-related issues
Coordinate with relevant teams to resolve high-impact service problems
Monitor service level agreements, priorities, ageing items, response timelines, and closure expectations
Coordinate operational requirements and urgent issues during events
Input accurate customer, candidate, and case information into databases and systems
Prepare, validate, and share accurate client reports
Ensure candidate results are sent to clients in a timely and compliant manner
Analyze operational data to identify trends, service gaps, recurring issues, and process improvement opportunities
Maintain accurate reporting, documentation, and stakeholder commentary
Support client conversations, service reviews, operational planning, and continuous improvement initiatives
Support AI-enabled improvements in customer service, reporting accuracy, knowledge management, and operational efficiency
Use approved AI tools for drafting, summarizing, data review, trend identification, and standard communication with human review
Identify workflows suitable for automation, AI assistance, or process standardization
Contribute to templates, prompts, knowledge articles, and standard operating guidance
Review AI-assisted outputs for accuracy, appropriateness, confidentiality, and compliance
Assist in training, coaching, and monitoring call centre agents
Provide guidance on escalations, process updates, reporting expectations, and customer communication standards
Collaborate with cross-functional teams to resolve issues and improve workflows
Maintain documentation of actions, client requirements, escalations, and operational updates

Requirements

What you’ll need

Minimum 5 years of experience in Customer support position
Strong customer service orientation with experience handling complex client, candidate, or stakeholder queries
Excellent verbal and written communication skills, with the ability to manage sensitive conversations professionally
Experience preparing reports, validating data, and presenting operational insights to stakeholders
Ability to manage escalations, prioritize competing tasks, and meet service level expectations
Strong attention to detail, ownership mindset, and ability to work independently in a fast-paced environment
Comfortable working with internal systems, databases, reporting tools, and approved AI-enabled productivity tools
Ability to collaborate across regions, including Global stakeholders, while adapting communication style to different business needs