Pearson VUE

Customer Success Manager

• Own the end-to-end onboarding experience for new customers, focused initially on Credly, including complex Enterprise implementations with multiple stakeholders and use cases.
• Translate customer business objectives into structured onboarding plans that include defined milestones and success metrics.
• Lead kickoff meetings and checkpoints to ensure clarity and accountability.
• Deliver tailored training and enablement programs aligned to customer roles, governance structures, and product configurations.
• Monitor product usage, adoption milestones, and onboarding KPIs to proactively identify risks and drive corrective action.
• Coordinate cross-functional teams (Sales, Product, Engineering, Support, and Customer Success) to ensure smooth delivery and issue resolution.
• Document all onboarding progress, value milestones, and transition criteria to support a seamless handoff to the long-term Customer Success Manager.
• Contribute insights and feedback to improve onboarding processes, documentation, and scalable enablement assets.
• Continuously evolve onboarding and enablement programs based on customer feedback, product updates, and industry best practices.

Advanced Specialist, Customer Success

Full-stack Engineer

• Design and own end‑to‑end application and module architectures.
• Build performant, responsive, and accessible front‑end applications for web and mobile.
• Design, develop, and maintain RESTful APIs and backend services.
• Implement and optimize microservices and event‑driven architectures.
• Work closely with CI/CD pipelines, automated testing, and continuous deployment.
• Lead parallel implementations and act as a Subject Matter Expert (SME) for system integrations.
• Monitor, troubleshoot, and resolve production issues with a strong sense of ownership and urgency.
• Collaborate with product managers, designers, and cross‑functional engineering teams.
• Actively participate in Agile / Scrum ceremonies and technical discussions.
• Mentor junior engineers and contribute to best engineering practices.

Senior Software Engineer

Compliance

• Work as part of the team to support the business teams’ understanding of the appeals process and ensure accurate information is provided to customers about the process.
• Process an allocated case load of appeals and ensure on time completion of cases. This will include marking/moderation appeals, special consideration appeals and malpractice appeals and review of administrative decision cases.
• Accurately log and track appeals as they progress through the process, ensuring full case files are maintained.
• Coordinate the development of responses to regulatory correspondence related to appeals, including EPRS cases, ensuring timely, complete and accurate responses are provided.
• Support on the timely development and submission of regulatory data returns, including preliminary checks on data accuracy.
• Co-ordinate regulatory and internal audit activities related to appeals and co-ordinate the completion of any actions/improvements identified.
• Support on the regular review and update of policy and process documents to ensure clarity and eliminate unnecessary burden.
• Support the appeals hearing process as required, including the support of independent panel members.
• Monitor volumes of appeals and log data accurately for reporting to the Team Manager.
• Use AI effectively to support and improve the accuracy and efficiency of work.
• Support on the training of temporary appeals case officers.
• Support on the quality assurance of temporary appeals cases officers' cases.
• Support on payment and invoicing processes, ensuring on-time payment of examiners and prompt billing of customers.

Compliance and Operations Specialist

• Design, develop, test, and deploy Salesforce solutions
• Build Apex classes, triggers, and SOQL/SOSL queries
• Develop Lightning Web Components (LWC) and Aura components
• Implement business automation using Flows and platform tools
• Develop and maintain integrations via REST/SOAP APIs
• Customize objects, fields, validation rules, and page layouts
• Troubleshoot defects, performance issues, and user-reported problems
• Support release cycles and deployment activities
• Collaborate with Admins, QA, Architects, and Business Analysts
• Participate in code reviews and enforce best practices
• Document technical designs and implementation details
• Contribute to the design and implementation of Agentforce-powered solutions
• Configure and customize AI agents to support business workflows
• Integrate Agentforce with Flows, Apex, and external systems
• Ensure data quality and security for AI-driven processes
• Optimize agent behavior, prompts, and automation logic
• Support monitoring and continuous improvement of AI agents

Software Engineer II

Product Manager

• Own and evolve the product vision, strategy, and outcome-based roadmap for the Q-global application, aligning it with business goals and customer needs.
• Lead continuous product discovery alongside design and engineering, regularly engaging with customers and stakeholders to identify, validate, and prioritize the most valuable problems to solve.
• Collaborate within the 4-in-the-box model (with Product Design, Engineering, and Scrum Master) to ensure shared ownership of outcomes, strong team alignment, and fast, high-quality decision-making across the product lifecycle.
• Translate strategy and customer insights into clearly articulated problems, desired outcomes, and success metrics, working with the team to shape solutions and maintain a prioritized backlog aligned to outcomes.
• Define success metrics, ensure proper instrumentation is in place, track KPIs, and make data-driven decisions to inform trade-offs, and iteratively improve product outcomes.
• Communicate product updates, vision, and progress to internal and external stakeholders. Drive alignment through clear prioritization decisions and transparent trade-offs aligned to business objectives.
• Stay informed on industry trends, competitor activities, and market demands, leveraging insights to keep the product ahead of the competition.

Product Management

• Design and implement multi-agent and digital worker orchestration patterns that enable specialized agents to delegate, collaborate, and complete multi-step business goals.
• Build stateful and cyclic workflows using frameworks such as LangGraph, CrewAI, AutoGen, or similar, enabling reflection, recovery, and adaptive execution beyond simple linear chains.
• Develop reusable orchestration components for routing, retries, fallback logic, structured outputs, and human-in-the-loop interventions.
• Define how digital workers compose and invoke reusable skills across common enterprise workflows.
• Build and maintain reusable skills that encapsulate business actions, domain logic, tool usage, and workflow steps in a standardized way.
• Implement resilience patterns for non-deterministic AI systems, including timeout handling, intelligent retries, degraded execution modes, and escalation paths.
• Design systems for long-running, resumable workflows for agents and digital workers, including checkpointing, persistence, context restoration, and lifecycle management.
• Build automated evaluation frameworks to measure workflow quality, skill execution quality, tool-use accuracy, groundedness, safety, and task success.
• Drive reusable engineering standards, shared libraries, and reference patterns for agent development, digital workers, and skills across the platform.

Software Engineer III

• Host onboarding webinars to support Learning Coaches in their new role and responsibilities.
• Develop and present engaging webinars to inform Learning Coaches of best practices as they support students learning at home. This includes researching applicable topics, writing scripts, and preparing slides.
• Analyze webinar feedback gathered through post-webinar surveys to improve delivery and content of presentations.
• Write training materials for caretakers to use as they support their students' learning at home. Training materials include PDF content, scripts for videos, and communications.
• Meet with school representatives monthly and maintain communication throughout the year.
• Maintain collaborative social media groups.
• Deeply understand the Learning Coach experience and provide Subject Matter Expertise to the business on the experience.
• Knowing, understanding, and promoting the Pearson Virtual Schools differentiated value proposition.
• Other duties as assigned.

Customer Success Specialist, Learning Coach Support

• Define and lead a discovery-led product roadmap for new offerings, guiding investment decisions through rapid experimentation and evidence-based validation of customer, technical, and business assumptions.
• Shape the product incubator operating model and stage-gating process, calibrating investment levels based on evidence, confidence, and validated data.
• Explore mergers, acquisitions, and strategic partnerships to accelerate product strategy as an alternative to internal development.
• Lead the adoption of AI-powered tools and automation to enhance product discovery, decision-making, and efficiency across the product lifecycle.
• Thoughtfully apply AI/ML to solve meaningful customer problems, creating differentiated products that deliver sustained outcomes.
• Partner with Design, Engineering, Research, Data Science and customer-facing teams to discover, define, and launch new products and features.
• Collaborate with Product Marketing and support teams to create and execute go-to-market strategies that drive adoption.
• Define, track, and analyze product KPIs that drive financial outcomes.
• Conduct market research and competitive analysis to identify opportunities for innovation, differentiation, and growth.
• Establish clarity and alignment across teams by shaping and evolving product narratives, requirements, and decision frameworks (e.g., PRDs, opportunity solution trees, AI Evals, etc.).
• Develop and present large-scale enterprise business cases that clearly articulate customer value, market opportunity, investment requirements, and expected business outcomes to guide executive decision-making.
• Ensure regulatory, compliance, and privacy considerations are factored into product decision-making.
• Foster a culture of collaboration, shared ownership, and continuous improvement across teams.
• Perform other duties as assigned.

Principal, Product Management – New Products

Business Analyst

• Translate business requirements into clear technical execution plans that guide engineering and platform teams.
• Collaborate closely with engineering to understand system architecture, API dependencies, integration workflows, and platform constraints.
• Identify and escalate technical risks, blockers, and gaps in requirements to ensure project success.
• Support the adoption of modern, AI-enabled workflows, tooling modernization, and platform standards across content operations.
• Serve as the communication bridge between technical teams and business stakeholders, facilitating workshops, technical deep dives, sprint planning, demos, and retrospectives.
• Build strong partnerships across product management, content operations, engineering, QA, design, and support teams to drive project outcomes.
• Analyze the cost of creating content and drive efficiency for digital content modernization initiatives.

Lead Business Analyst

Customer Support

• Responsible for Operations training and documentation
• Coaching employees
• Monitoring calls/chats/emails for quality
• Assist with the quality of other work performed within Operations
• Provide feedback to employees to help ensure great customer service.
• Provide various training and documentation services to satisfy the needs from Call Center staff
• Increase efficiencies within the call center to meet overall department goals.
• Assist in developing and maintaining reference materials for training
• Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff
• Monitor training success via surveys, escalation analysis, and quality reviews
• Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings
• Identify opportunities for continuous training improvements
• Monitor candidate-facing interactions to ensure quality service
• Score monitored calls based on company Quality Guidelines

Advanced Associate, Customer Service

Financial Planning and Analysis

• Provide robust financial reporting, planning, and analysis support to the Virtual Learning business.
• Deliver accurate and insightful P&L reporting and variance analysis.
• Provide high‑quality analysis to support business decisions.
• Produce and analyse revenue metrics, dashboards, and forecasts using data and visualisation tools.
• Support target setting, budgeting, and forecasting cycles by challenging assumptions and consolidating inputs.
• Act as a finance partner for revenue‑related projects, ensuring accuracy in project setups and accounting treatments.
• Apply a strategic lens to identify opportunities to improve cost efficiency and performance.
• Work closely with finance and non‑finance stakeholders to ensure financial information is clearly understood and effectively used.

Advanced Specialist, Financial Reporting, Planning and Analysis

Sales

• Build and maintain relationships with a defined group of customer accounts to deliver year on year business growth.
• Collaborate on sales plans, deliver customer value, learner progression and target areas for growth across the region.
• Generating profitable sales through new business growth and senior leadership relationship, driving sales effectiveness and efficiency.
• Exceed annual revenue goals by building and maintaining a pipeline of opportunities.
• Create, maintain and manage relationships with future customers at key stakeholder level.
• Deliver powerful sales presentations, communicate effectively and with gravitas to relevant stakeholders and decision makers.

Sales Specialist

Program Manager

• Design and evolve agentic-enabled processes that balance autonomy, accountability, and adaptability across programs.
• Establish and sustain clear, inclusive information flow frameworks that support timely, accurate, and actionable communication among stakeholders and delivery teams.
• Develop, implement, and continuously refine shared processes and frameworks for program delivery, integrating Agile principles and project control practices.
• Create and maintain transparent tracking and reporting approaches to support visibility into program progress, risks, dependencies, and outcomes.
• Partner with cross-functional teams to gather, analyze, and synthesize data-driven insights that inform decisions and support strategic alignment.
• Support operational effectiveness by identifying opportunities to improve efficiency, coherence, and learning across program execution.
• Ensure program office activities remain aligned with OCTO’s strategic priorities and broader organizational goals.
• Communicate program status, risks, insights, and recommendations in a clear, thoughtful, and accessible manner to senior leaders and stakeholders.
• Define, track, and share KPIs and OKRs for programs and teams, supporting measurable progress and shared accountability.

• Design, build, and maintain **data-intensive web applications** used across statewide contracts
• Develop **backend services in Java**, with a strong emphasis on well-designed, well-documented APIs
• Build modern, responsive user interfaces using **Vue.js**
• Work with large datasets, focusing on **performance, scalability, and reliability**
• Collaborate closely with product managers, QA, and other engineers to deliver high-quality features
• Write and maintain **automated tests** (unit, integration, and API tests)
• Participate in **performance testing**, profiling, and tuning (or develop those skills with guidance)
• Review code, contribute to design discussions, and continuously improve engineering practices

Payroll

• Provide advanced payroll expertise and operational leadership within Pearson’s global payroll organisation.
• Support U.S. payroll operations across multiple entities and jurisdictions.
• Collaborate closely with HR, Tax, Finance, IT, and external vendors to deliver accurate and compliant outcomes.
• Serve as a senior subject-matter expert for U.S. payroll, supporting complex scenarios including tax research, wage and hour interpretation, and compliance-related issue resolution.
• Independently manage payroll complexity for large, hourly, and seasonal employee populations, particularly during peak payroll cycles.
• Collaborate with Tax, HR, Finance, IT, and external payroll vendors to resolve escalations and ensure accurate, compliant payroll outcomes.
• Proactively identify payroll risks, inefficiencies, and recurring issues, applying sound judgment and documenting rationale where ambiguity exists.
• Contribute to process improvements, documentation, and standard operating procedures that clarify expectations and strengthen payroll controls.
• Support audits, year-end activities, and ad-hoc reviews with strong analytical rigor and attention to detail.

Advanced Specialist, Customer Success

Senior Software Engineer

Compliance and Operations Specialist

Software Engineer II

Product Management

Software Engineer III

Customer Success Specialist, Learning Coach Support

Principal, Product Management – New Products

Lead Business Analyst

Advanced Associate, Customer Service

Advanced Specialist, Financial Reporting, Planning and Analysis

Sales Specialist

Program Manager

Senior Software Engineer

Advanced Specialist, Payroll – Corporate Human Resources