We are the world’s learning company with more than 21,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

We value diversity, equity, and inclusion. We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm, and all team members are supported in reaching their full potential.

Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce please click here The Power of Difference at https://www.pearson.com/careers/diversity-and-inclusion.html

Pearson Virtual Schools provide high-quality, highly accountable online education solutions to schools, school districts, and students in grades K-12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy and Pearson Online Academy. Recognized for its outstanding curriculum, high-quality teachers, and leadership, Pearson Virtual Schools is committed to expanding quality education through technology and helping students achieve both academic and personal success.

Position Summary

The Vice President of Enrollment and Customer Engagement (ECE) is responsible for driving growth in enrollment by providing the best possible experience for families and students, transforming the student enrollment and onboarding experience by building and scaling a seamless and high-quality customer journey across multiple channels as they consider joining the schools that PVS supports. Our VP of ECE will be a proven enrollment management practitioner influenced by technology integrations and disruptive innovations in education that seek to revolutionize prospect recruitment, prospect onboarding, ongoing family engagement, and supports successful program completion.

The position oversees and directs areas of major drivers of growth opportunity for PVS including teams that manage the Enrollment Experience, Enrollment Solutions and Effectiveness, Customer Service and Customer Engagement.

This position reports to the PVS Managing Director and will serve as a member of the Leadership Team. ECE supports key accountabilities within marketing, sales, client relations and school services by creating the foundation that allows enrollment and service teams to maximize performance and results.

Key Responsibilities

Strategic Vision: Articulating the plan to enhance the customer experience, effectiveness of the overall enrollment model to provide the best possible experience for the schools we support and experience transforming operations. Define the right structure to support schools including the right model, right mix of in-house enrollment teams and outsourced vendors. Build out and manage KPIs to support high conversion of leads to enrollments. Ability to manage day-to-day team performance to meet ambitious growth targets.

Results: Ensure the enrollment target is met or exceeded by ensuring the maximum number of leads are converted to applications and make it to the school start date and minimize student attrition meeting retention expectations.

Building Teams: build in-house enrollment call center team, oversee recruitment, training, and management of a high-performing group focused on growing enrollments

Training: Responsible for content development and training for enrollment and service teams. Training scope includes product certification, regulatory, technical training, etc. Responsible for the assessment and identification of business’ training and development needs.

Technology Management: Leverage various technologies and system development to support customer-facing and back-office systems and tools to address scale and growth needs (e.g., chat, AI etc.). Ensures people, process, and technology are in place and road-mapped to achieve enrollment targets from top down. Oversees the operationalization of IT solutions that impact UX and CX with a particular focus on CRM, delivering data-driven results and the evolution and optimization of sales and service training.

Customer Satisfaction: Drive customer satisfaction through a focus on execution of all work and processes and improving the customer experience. Utilize innovative, online technologies to provide families with student focused operational practices that are designed to optimize the customer experience, increase retention, and promote graduation.

Regulatory Compliance and Quality Assurance: Provide oversight for compliance with local, state, and federal regulations related to student enrollment. Drives a culture of coaching and constant performance improvement, utilizing standard evaluation methodologies.

Cross Functional Leadership: Work in a cross functional environment to ensure that Enrollment and Customer Engagement’s operational priorities are aligned with overall strategic direction of PVS with strong influencing skills

Annual Operating Budget Management: Responsible for the development and management of the department annual operating and capital budgets in coordination with other executive management team members. Accountable for the management of profitability, productivity, and efficiency though greater utilization of technology through the progressive reduction of human interaction in favor of automation

Collaboration: Close collaboration with other functional areas such as marketing and IT to achieve enrollment and retention goals. Represent PVS to various institutional divisions as well as externally to government agencies, funding agencies, parents/students, and/or the public/local community

Requirements:

Master’s degree or appropriate combination of education and significant experience required

Minimum of 5 years of direct experience performing and managing all facets of day-to-day enrollment or revenue generating activities in an organization generating $300M+ in annual revenues

Significant experience in leading change, driving transformation and b2c enrollment processes or similar complex online applications. Strong understanding of all elements of funnel conversion and levers to pull

Experience working in a high-stakes regulatory environment such as education, financial services or health care, where regulatory compliance is critical to operational success and consequences for non-compliance are detrimental to the organization

Minimum of 10 years of experience identifying and implementing operational best practices, policies and process re-engineering and a proven track record in developing and executing strategic initiatives while understanding financial impacts

Strong leadership skills, an ability to build the case for change and to bring people with you. Operates with a high sense of urgency

Demonstrated ability to leverage technology and integrate diverse sets of information to solve problems as well as build and execute on business plans

Strong initiative and ability to work independently in a start-up or fast-paced environment and coordinate the completion of multiple tasks simultaneously. Adapts readily and easily to changes in priorities and business conditions while still driving towards organizational results

Minimum of a four-year, business, or technical degree, plus 7-10 years of experience in the management of business operations within an organization

Ability to occasionally travel (approximately 20%)

Key Capabilities:

Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.

Delivering Financial Results – A strong track record of delivering against budgets and commitments.

Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.

Building a strong team - Creates strong morale and inclusive spirit within team, proactively addresses team performance and communication challenges and blends new people into teams when needed. Has a track record of hiring and quickly and effectively onboarding great talent. Demonstrated success developing and promoting talent.

Takes personal responsibility - Completes tasks, takes responsibility regardless of the outcome, proactive at taking opportunities.

Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The base full-time salary range is between $200,000 and $250,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

\#LI-POST

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL\_TIME

Req ID: 11338

\#location