Channel Care Associate

At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.

Pearson VUE ) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world's most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Pearson is an Equal Opportunity and Affirmative Action Employer, and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.

We are looking for a Client Channel Operations Associate (CCOA) who will be responsible for supporting the Channel Operations Manager in the development, implementation, and on-going management of test centers and delivery solutions.

The appointed individual will report to the Channel Manager and will help establish and maintain testing venues throughout the world.

The channel care associate will lead channel care initiatives for 3rd party test centres. These initiatives will require both proactive and reactive communication with 3rd party test centres to ensure company and client requirements are met. To be successful in this role, the associate will require skills like effective communication, data collection/analysis and careful planning and prioritization of tasks. Other responsibilities of the role include working to set timelines, planning and negotiating priorities.

This role requires extensive cross departmental collaboration and coordination.

Key Responsibilities

• Support the Channel Operations Manager in ensuring that client satisfaction levels are achieved to a high standard and channel issues are recognized, documented, and resolved.
• Work with both internal teams and 3rd party test centres to ensure adequate test appointment availability is provided to meet client demands and assist to develop contingency plans.
• Support projects initiatives as provided by the Channel Operations Manager.
• Develop strong relationships with wider Pearson colleagues to maximize efficiencies.
• Respond to test centres requests and action them in line with the set processes.

Key Activities

• Provide regular reports and updates to Channel Operations Manager and other key stakeholders.
• Manage and respond to incoming channel care queries from 3rd party test centres.
• Support event testing by securing test centres and working with teams to ensure successful exam delivery.
• Monitor and manage 3rd party test centre test appointment availability to ensure client requirements are met.

Essential Experience & Qualifications

• Demonstrated experience with coordinating a range of responsibilities/projects.
• Confident in working independently and able to seek assistance and escalate concerns when required.
• Degree educated or equivalent.
• A positive and can-do attitude combining the ability to continually see, speak and communicate in the most positive manner possible, internally and externally.
• Demonstrated experience in coordinating multiple tasks to meet deadlines.
• Ability to adapt to new business practices and respond positively.
• Excellent English, both written and verbal.
• Fully familiar with the Microsoft Office suite, associated packages and AI.
• Demonstrated experience working with Excel - intermediate to advanced skills.

Desirable Experience & Qualifications

• International work experience and cultural awareness.
• Channel management or support experience.
• Experience in data analysis, documentation, and reporting (using Microsoft Excel, SmartSheet or similar tools).

Required Competencies

• Collaborative Working
• Commercial Awareness
• Commitment to Improving Quality
• Customer Centricity
• Sharp Communication skills
• Effective Time Management
• Multi-Tasking Skills
• Capable Team Player

Who We Are
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing

Job:
Test Center Operations

Job Family:
LEARNING
&
CONTENT_DELIVERY

Organization:
Assessment & Qualifications

Schedule:
FULL_TIME

Workplace Type:
Hybrid

Req ID:
20403