Pearson VUE

Customer Support

• Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions
• Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally
• Set clear team objectives and provide regular feedback, coaching, and support
• Monitor service levels, workload, productivity, quality, and other relevant performance indicators
• Manage workforce planning and resource allocation
• Create an inclusive, collaborative, and customer-focused team culture
• Act as the primary escalation point for complex or sensitive customer service matters
• Collaborate with Sales, Finance, Warehouse Operations, and Technical Support
• Identify opportunities to improve processes, service delivery, and the end-to-end customer journey
• Communicate operational updates, priorities, risks, and performance insights to stakeholders
• Ensure activities comply with internal procedures, quality standards, and applicable policies

Customer Service Manager

Compliance

• Support vocational centres in maintaining compliance with Pearson quality standards, policies, and regulatory requirements
• Work directly with high-risk centres to address quality, operational, and compliance concerns
• Lead and coordinate quality improvement initiatives across multiple centres and qualification areas
• Support investigations and resolution of malpractice and maladministration cases
• Address operational issues impacting centre performance, including late registrations, inadequate resources, delivery concerns, and quality assurance failures
• Support actions arising from Academic Management Reviews and other quality monitoring activities
• Provide expert guidance on internal and external quality assurance processes, vocational assessment practices, and awarding organisation requirements
• Monitor centre activity and develop improvement plans for compliance and continuous quality enhancement
• Maintain accurate, auditable records and produce data and reports for operational decision-making
• Collaborate with Quality Standards, Investigations, Vocational Assessment and Centre Management teams to identify trends, risks, and solutions
• Build relationships with centre leadership teams and stakeholders to drive positive quality outcomes
• Travel regularly to vocational centres within the South of England and Pearson locations as required

Advanced Specialist, Compliance & Operations

General

• Support Pearson Field and Inside Sales teams in engaging professors and students on campus
• Deliver back-to-school help for peers
• Participate in faculty presentations as needed
• Collect office hour data and distribute flyers to professors
• Create student-perspective videos and contribute to special projects
• Complete 5–7 virtual projects per month, including focus groups, product testing, surveys, and social media content
• Create and share social media content as a Pearson brand ambassador
• Engage with Pearson platforms and promote Pearson materials
• Attend 3–4 virtual meetings per month
• Provide student feedback to help shape Pearson products
• Work 5–10 hours per week during the academic year, with additional planning before semesters/terms

Campus Ambassador

Sales

• Research and qualify prospective testing organizations, including educational institutions, training providers, corporate locations, military institutions, correctional facilities, and other suitable organizations
• Use coverage, capacity, client, market, and pipeline information to identify priority recruitment locations and replacement-site needs
• Conduct targeted outreach, explain the PVTC value proposition, assess interest and fit, and build a sustainable pipeline of qualified prospects
• Coordinate recruitment campaigns and collaborate with marketing or regional stakeholders when additional lead generation is required
• Represent Pearson VUE professionally in virtual presentations and partner discussions
• Guide prospective partners through recruitment and onboarding from initial inquiry through contract signature and operational handoff
• Collect, review, and coordinate application, business, facility, security, technical, and readiness information
• Coordinate due diligence and internal reviews, identify gaps, and communicate required actions
• Support contract preparation, negotiation, amendments, and approval routing
• Track dependencies, follow up on open items, escalate blockers, and provide status updates
• Collaborate with internal teams and prospective partners to solve problems and remove barriers
• Support transition from contracted prospect to active Pearson VUE Authorized Test Center
• Maintain accurate prospect, activity, and onboarding records in Salesforce and approved reporting tools
• Monitor pipeline health, conversion progress, onboarding milestones, risks, and next actions; provide updates to leadership and stakeholders
• Balance recruitment priorities across territories or programs and contribute to recruitment and activation metrics
• Recommend improvements to recruitment processes, tools, communications, and reporting using data and partner feedback
• Build relationships with prospects, new partners, and internal stakeholders through responsive, consultative communication
• Explain the operational model, scheduling considerations, testing expectations, and business requirements for becoming a PVTC
• Advocate for prospective and newly contracted sites, manage expectations, document decisions, and hold owners accountable
• Maintain awareness of client requirements and contractual obligations and raise risks promptly
• Provide limited post-contract transition support and route established partners to the appropriate operational owner

Channel Sales Specialist

Marketing

• Develop localized messaging for target audiences using HR, talent management, and workforce learning trends
• Execute assigned marketing activities for priority audiences and accounts in alignment with global strategy, sales priorities, and local market requirements
• Coordinate with global marketing teams and regional stakeholders to adapt global campaign plans for local market needs
• Share campaign performance learnings and insights to contribute to team best practices
• Maintain organized reporting and visibility into program status and outcomes
• Use analytics and reporting tools to track performance, uncover insights, and optimize programs
• Monitor marketing trends, emerging technologies, and industry best practices to enhance marketing approaches
• Work closely with global audience marketing leads, regional stakeholders, and sales partners to activate, coordinate, and optimize marketing programs

Marketing Specialist

• Manage and grow strategic publishing and professional partnerships across books, video, live training, and other learning products
• Shape title strategy, content priorities, and portfolio roadmaps for assigned partner relationships
• Identify, negotiate, and sign high-value titles for enterprise and channel distribution, focusing on certification, cybersecurity, AI, cloud, and networking
• Build and maintain relationships with authors, technical experts, publishing partners, and vendors
• Coordinate execution with Product, Sales, Marketing, Finance, Royalties, and operational teams
• Use market analysis, customer insights, competitive intelligence, and sales signals to identify content and growth opportunities
• Track portfolio performance and recommend adjustments to improve reach, revenue, and customer impact
• Use AI tools responsibly for research, competitive analysis, business case development, and portfolio planning

Advanced Specialist, Portfolio Management

Data Engineer

• Design, develop, and maintain reports and dashboards
• Build and optimize semantic models using dimensional modeling and star schema
• Write and tune DAX measures
• Implement Power BI and Looker deployment pipelines
• Establish and maintain Microsoft Fabric architecture, including Lakehouse/Warehouse, Dataflows Gen2, and OneLake organization
• Manage Fabric capacities, workspaces, and permissions
• Monitor performance, cost, and reliability of Fabric workloads
• Develop and maintain Python-based data transformations and notebooks within Fabric
• Use Python for data preparation, enrichment, validation, and advanced analytics
• Define and enforce data modeling and medallion architecture standards
• Build and maintain automation flows for business processes, approvals, and integrations
• Work with Dataverse, connectors, and security roles
• Implement error handling, logging, and operational support patterns
• Define Dev/Test/Prod environment strategy
• Implement application lifecycle best practices, including solutions, pipelines, and source control where applicable
• Establish governance standards to prevent platform sprawl
• Partner with security and IT teams on access control and compliance
• Provide guidance and enablement to analysts and citizen developers
• Translate business requirements into scalable technical solutions
• Contribute to the platform roadmap and continuous improvement
• Design and deliver agentic AI solutions for multi-step business workflows
• Build RAG patterns over Fabric/OneLake for analytics copilots and self-service Q&A
• Develop and operate ML pipelines using Python and approved ML frameworks
• Establish LLMOps/ModelOps practices including evaluation, testing, monitoring, and rollback
• Implement AI security and governance, including access controls, PII handling, model risk reviews, and audit logging
• Identify high-value AI use cases and deliver measurable outcomes

Staff Data Engineer

• Sell digital, print, and service solutions to 2/4-year college institutions
• Achieve or exceed territory sales targets and gain market share through course-based solutions
• Accelerate adoption of subscription-based materials
• Collaborate with specialists and account executives on program-wide and institution-wide solutions
• Conduct back-to-school campaigns to increase student engagement
• Collaborate with bookstores to drive sell-through
• Track and forecast sales activity in OneCRM (Salesforce.com)
• Visit local college campuses 3–4 days per week and connect with 15+ faculty members daily through campus visits and virtual campus days
• Drive course adoption into Inclusive Access and upsell additional services
• Plan strategically at territory and adoption levels
• Deliver technology sales presentations to faculty and technology training sessions for students
• Work with Customer Success to support key customers
• Implement company initiatives within the sales territory
• Stay current on Pearson products, platforms, capabilities, and education-industry issues
• Share successful tactics across district, region, and nationally and participate in cross-functional task forces as needed
• Meet and exceed revenue targets

Sales Specialist

Program Coordinator

• 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

Program Coordinator – Relationship Lead

• 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 by providing clear, consistent information
• Support client management activities and track 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 unresolved or high-impact service problems
• Monitor service level agreements, priorities, ageing items, response timelines, and closure expectations
• Coordinate operational requirements and urgent issues for events
• Enter accurate customer, candidate, and case information into databases and systems
• 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 tasks and 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

• Support School Assessment in the successful delivery and fulfillment of assigned programs
• Coordinate multiple projects or a larger project within a program
• Communicate with customers and stakeholders, including vendors, cross-functional teams, and subcontractors
• Establish and maintain positive relationships with internal resources and external customers
• Provide responsive customer service and serve as a day-to-day point of contact
• Interpret and meet customer expectations and requirements
• Manage projects through initiation, planning, execution, control, and closure
• Maintain project management plans, customer requirements, schedules, and program documentation
• Coordinate stakeholders and resources to meet project goals
• Ensure adherence to quality standards and review project deliverables
• Support implementation of statements of work and contracts
• Manage changes to project scope, schedule, and costs
• Mitigate project risks and implement approved actions and workarounds
• Identify and implement process and quality improvements and monitor their effectiveness
• Measure project performance, identify variances, perform corrective actions, and communicate results
• Assist with change control, scope documents, estimates, pricing, and documentation
• Execute project plan and schedule tasks to meet customer deliverables
• Prepare and present internal and external reports on program status, risks, and related issues
• Support new business initiatives, including writing statements of work and change requests
• Support financial reviews and documentation to maintain contracts within budget and margin expectations
• Identify cost-reduction initiatives while maintaining quality

Partnership Management Specialist

• Support the creation and launch of integrated campaigns across digital, paid media, email and social channels
• Translate campaign messaging and positioning into channel-ready assets and activation plans
• Own campaign calendars, milestones, briefs, asset trackers and launch checklists
• Coordinate with campaign management, Product Marketing, Centres of Excellence and sales activation teams
• Work with creative agency partners to manage assets, feedback and timely delivery
• Manage quality assurance, approvals, hand-offs and go-live readiness
• Monitor live campaign performance and support monthly, quarterly and post-campaign reporting
• Use campaign insight to recommend practical optimizations and improve future execution

Advanced Specialist, Geo Marketing

• Create and adapt digital campaign assets for web, paid media, email, social, sales enablement and other priority channels
• Extend established messaging and agency-developed creative into new formats and channel-specific variations
• Produce polished, on-brand assets using Canva and other approved design tools
• Edit and repurpose video into shorter cuts, social formats and campaign-ready executions
• Use approved generative AI platforms for research, ideation, variation and production efficiency, with human review
• Manage assigned timelines, dependencies, reviews and launch readiness in Wrike
• Coordinate with marketing, product, sales, digital, creative, agency and Corporate Communications partners
• Use campaign performance, stakeholder feedback and audience response to recommend and implement practical optimizations

QA Engineer

• Design, develop, and maintain automated test solutions for software products
• Develop and maintain automated test scripts using AI technologies for web, mobile, and/or backend applications
• Leverage AI-powered testing tools to generate, optimize, and maintain test cases and test data
• Perform targeted manual testing and story verification
• Collaborate with engineering to understand requirements and provide early feedback on design and implementation
• Create detailed test plans and test cases
• Identify, document, track, and verify defects
• Review design plans, process procedures, and quality manuals
• Maintain quality records and compliance documentation
• Analyze data to identify trends and prevent defects
• Recommend and implement corrective actions
• Apply root cause analysis tools and methodologies
• Work closely with development, product, and operations teams
• Promote agile principles including adaptability, transparency, and iterative development
• Lead the team in prioritizing and managing multiple tasks

Quality Assurance Engineer II

• Coordinate instructor availability, class dates, time zones, delivery formats, and customer requirements for instructor-led and virtual instructor-led training programs
• Manage post-sales implementation, including registration setup, learner communications, delivery readiness, platform access, attendance tracking, and operational handoffs
• Communicate with internal teams, customers, instructors, and vendor partners
• Track delivery milestones, update scheduling systems, monitor open actions, escalate risks, and ensure classes are staffed, scheduled, and ready
• Assist with invoice validation, delivery documentation, attendance records, purchase order support, and issue resolution
• Create, maintain, and update class schedules, including instructor assignments, delivery dates, time zones, and class status
• Coordinate with sales, delivery managers, instructors, vendors, and customers to confirm requirements and resolve scheduling conflicts
• Support learner registration, roster management, attendance validation, completion tracking, and post-class documentation
• Maintain accurate operational records in approved systems, trackers, shared workspaces, and customer-facing portals
• Monitor upcoming classes for instructor confirmation, platform access, learner communications, materials availability, and delivery dependencies
• Partner with Finance and Operations on purchase order tracking, invoice review, billing questions, and delivery documentation
• Identify operational risks, communicate issues early, and recommend process improvements
• Perform other duties assigned to support Pearson EL&S training delivery and sales operations

Customer Service Manager

Advanced Specialist, Compliance & Operations

Campus Ambassador

Channel Sales Specialist

Marketing Specialist

Advanced Specialist, Portfolio Management

Staff Data Engineer

Sales Specialist

Program Coordinator – Relationship Lead

Program Coordinator

Partnership Management Specialist

Advanced Specialist, Geo Marketing

Marketing Specialist

Quality Assurance Engineer II

Specialist, Professional Services