Organizational Information
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations. Within the Pearson Virtual Schools (PVS) division we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy, provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world. We also support school districts with curriculum, teachers, and technology as they make the shift to online. The COVID-19 pandemic introduced significant disruption and transformation to the K-12 learning market. And as a result, our category has seen explosive growth and our business has experienced enormous increases in awareness and enrollment. This presents an incredible opportunity for our team to chart a ground-breaking path through this shifting environment to achieve continued success.
Purpose Summary
The Service Delivery Operations Coordinator is an integral support role supporting 40+ Connections Academy schools with processes and procedures related to day-to-day school operations. As a Service Delivery Operations Coordinator, the incumbent will work directly with the Pearson Virtual Schools Operations Team, Student Services Specialists team, Technology and Fulfillment teams, and others supporting school needs related to specialized equipment, assistive technology, purchase order and credit card purchasing, oral and written translation requests, and other duties as assigned.
Core Tasks and Responsibilities
- Order specialized equipment for students from fulfillment and outside vendors
- Perform all duties related to purchase order management including creation, maintenance, increase requests, raising support tickets, etc.
- Audit services provided to Connections Academy students to ensure invoices from 3rd party vendors are accurate
- Maintain strong relationships Operations Team by providing regular updates on tasks and escalating issues promptly
- Schedule oral translations and process written translations on behalf of Connections Academy schools
- Scheduling closed captioning and American Sign Language sessions with external vendors
- Prepare files for printed and large print materials requests (training provided)
- Prepare files for import into HubSpot (training provided)
- Supports invoice auditing and governance process for third-party providers
- Review transactional coding or code missing elements
- Participate and contribute to process and service improvement initiatives
- Other duties as assigned
Required Skills, Experience, and Competencies
- Five (5) years work experience
- Multinational company environment
- Candidate must be amenable to work on a night shift (US EST time zone)
- Competent in using and learning a variety of software programs (e.g. Microsoft PowerBI, Microsoft Office, HubSpot, SmartSheets, Microsoft Teams/Zoom, etc.)
- Strong Microsoft Excel skills in order to manipulate data and complete financial tasks
- Familiarity with PowerBI, SmartSheets, and HubSpot a plus
- Ability to prioritize and balance a variety of tasks, supporting multiple customers, stakeholders, and service lines
- Stakeholder management
- Strong verbal and written communication skills and the ability to effectively communicate with internal teams, external vendors, and on occasion, school customers
- Experience of working within a large organization
- Ability to work as part of a team, identifying and providing support to colleagues
- Attention to detail
Key relationships
- Works closely with Operations Team and Student Services Specialists
- Works closely with internal PVS teams to support assistive technology
