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Posted: Monday, February 5, 2018 11:23 AM

**Director Customer Self Help**
At Pearson, we re committed to a world that s always learningand to our talented team who makes it all possible. From bringing lecturesvividly to life to turning textbooks into laptop lessons, we are alwaysre-examining the way people learn best, whether it s one child in our ownbackyard or an education community across the globe. We are bold thinkers andstandout innovators who motivate each other to explore new frontiers in anenvironment that supports and inspires us to always be better. By pushing theboundaries of technology and each other to surpass these boundaries wecreate 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 responsiblefor the strategy and execution of Pearson s customer-facing Support Self-Helpportals and assets for Customer Service and Technical Support scenarios across all Lines of Business and geographies. This Director will lead a teamresponsible for the strategy, operations (SalesForce Community sites, contentsuccess, traffic generation), global onboarding/rollouts and success results. Our high-level objective is to make it easy for customers to findrelevant and high-quality online articles, troubleshooters, videos to help themsolve their own support issues.And then to transition simply to AssistedSupport, if that self-help is not successful (Contact-Us strategy andexecution). The success of this role is measured by reductions inAssisted Support volumes (especially for common/simple scenarios), goodcustomer experience, and actionable insights on customer online behaviors.
** REQUIRED KNOWLEDGE ANDEXPERIENCE ** (Knowledge and experience necessary to do job)
_ Formal education orequivalent experience _ (note: this is theminimum requirement. Equivalent experience in lieu of a formal degreeshould be listed.)
* Bachelor s degree, orequivalent experience
* Generally requires atleast 5 years relevant experience and proven results in managing and driving measurableoutcomes via high traffic online sites.
* Prefer knowledge andexperience in a Customer Support environment.
* Demonstrated thoughtleadership resulting in new strategies, innovation, and successfulimplementation.
* Experience withstate-of-the art Online systems (prefer SalesForce) and measurements (Googleanalytics)
* Proven experiencesuccessfully leading a team, managing people, and engaging employees
** Skills/knowledge/abilities **
* Excels at thoughtleadership around state-of-the-art approaches, tools, and measurement forsuccessful Online support.
* Outstanding team andpeople management competencies
* Ability to work inmatrixed environment, and effectively mpact and influence a wide variety ofstakeholders
* Knowledge of adultlearning approaches, online customer experience design, online behaviormeasurement
* Very strong analyticalskills, with Salesforce and Google analytics reporting and functionalityknowledge a plus;
* AI/Chatbotimplementation a plus
* Proven innovation /experimentation methodologies
* Understanding of andexperience with SEO and SEM, modern content delivery systems
* 25% Create strategies toreduce customer pain and reduce support volume..
* 25% Experiment andimplement new technology that will assist in driving traffic (Chatbot, AI,etc.)
* 25% Manage team anddaily operational success
* 20% Influencestakeholders and drive adoption/rollout of platform, tools, measures
5% Contributeto senior leadership teams across Customer Service & Support
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


• Location: San Antonio

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