Manager – Sales Center - BPO Services
Pearson Overview
Learning is one of the world’s most powerful forces for change. As the world’s largest learning company, Pearson has been contributing to a profound impact on our world since its formation in 1844. Pearson employs more than 20,000, operates in 70 countries, and delivers products and services in nearly 200 countries. Each one is furthering a common purpose: to help people achieve their highest potential through learning. Towards this goal, Pearson provides a diverse global community with high quality digital content, learning experiences, assessments, and qualifications to build skills and proactively impact our evolving world. Pearson works with globally recognized educational institutions, employers, and governments, deploying its expertise across a broad range of subject matter and age groups.
Tens of millions of people rely on Pearson for learning throughout their lives. Pearson’s knowledge and experience help create the best content delivered in the most appropriate way for the best learner outcomes - whether digitally to help children read or online courses to upskill career-driven professionals. With advances in technology and changes in consumer habits, Pearson helps people reach their goals regardless of their location and preferred learning modality. From carefully designed online resources and rich content, to full course and curriculum support – Pearson’s products address the entirety of a person’s learning starting with formal education to the workplace and beyond.
While formal education comprises 75 percent of the learning market, projections indicate over one billion more learners will progress through formal education by 2030 owing to a growing global middle class, longer careers and increasing consumer demand for lifelong and non-academic learning, particularly for reskilling and upskilling. To meet the needs of today’s learners, Pearson is split into five business divisions; each with its own focus and expertise, all supported by the Direct-to-Consumer group.
Diversity, Equity & Inclusion
At Pearson, we’re committed to a world that is always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us too always be better.
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 centre, 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 visit https://www.pearson.com/careers/diversity-and-inclusion.html
Role Description
The Manager, SPO Services will be a critical player in Pearson’s North America sales team, reporting to the Sr. Director of the Pearson Results Center, the outsourced contact center (BPO). The role will be supervising all outsourced business tasks performed by the BPO including but not limited to managing the scheduling of open territories to ensure the coordinated coverage, collaborating with sales leadership and ultimately transferring the accounts with all associated progress to the newly assigned rep.
The manager will be responsible for day to day coverage of the outsourced activities to include, but not limited to, the monitoring of KPIs, conducting quality control measures, reviewing agent activities, and working with training partners to build appropriate coaching materials. This individual is will be responsible for ensuring that each Pearson sales associate has the knowledge to effectively use the tools and selling techniques to effectively contribute to Pearson’s teaching and learning mission.
The manager will also play the unique role of leveraging the outsourced partner to try innovative new ways of working, running new types of sales plays based on new opportunities, and partnering with internal sales teams to ensure optimal coverage for strong faculty relationships.
They will play a critical role in helping to optimize systems for accuracy in reporting to the business, as well as driving associated sales activities to engage with contacts through the sales funnel.
The manager must have an integrator mindset and be agile to work in a continuously changing environment. They will be open to learning, identifying gaps, brainstorming, adapting content to new ways of working. Most importantly, they see themselves as an agent of change to build a dynamic, go to market team demonstrating that talent through taking current processes and helping to streamline and improve those processes for the most effective outcomes.
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 minimum full-time salary range is between $90,000 - $110,000
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
The Manager is expected to:
- Support the upskilling, reskilling, and leadership training for the sales team
- Drive effective use of selling systems and protocols including OneCRM, Tableau, SMS, and other sales tools
- Create and use tools to identify gaps in learning, progression through learning, and analysis of correlated sales outcomes
- Demonstrate a commitment to lifelong teaching and learning while supporting diversity, equity, and inclusion and promoting a transparent and inclusive culture where employees are encouraged to learn more about themselves and others
Capabilities
- Aligning Performance for Success
- Customer Centric
- Communication and Collaboration
- Developing and Leveraging Relationships
- Strong Decision Making
- Delivery of Results
- Emotional Intelligence & Self Awareness
- Change Management Capability
- Accountability
- Unconstrained thinking, Creative and Innovator mindset
- Analytical Skills and Learning Agility
Qualifications
- Demonstrated ability to hire and retain talent through effective coaching, mentoring, and JIT training
- Demonstrated problem solving skills, strong communication skills, and ability to collaborate effectively with business partners for the benefit of the customer and Pearson
- Ability to coach to quality, quantity, and scalability metrics
- People Management experience preferred
- Some sales experience within Pearson
- Proven ability to sell Pearson products and build a strong selling team
- Expert in current systems: OneCRM (especially report and list views)
Pearson provides a flexible work environment for its employees. We believe that the ability to work from anywhere, anytime in work/life balance is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations.
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.
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
[email protected].
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: SALES
Organization: Higher Education
Schedule: FULL_TIME
Req ID: 12408
