Manager, LiveOps Triage - Columbus, United States - Higher Education

Description

Summary

Manage large team of triage analysts, across different geographies, including internal US-based, and international vendor team members, located in various time zones. Ensure seamless communication between team members to support high-quality collaboration and productivity.

Oversee the Triage workflow and review of escalated Courseware QA bugs - with an eye toward documenting and continuously improving the process while simultaneously delivering upon SLAs.

Oversee the Triage Customer Support program and ensure rapid response to critical customer issues and drive resolution via both the LiveOps Corrections program, and product team outreach.

Oversee the Corrections Triage workflow in collaboration with the manager of the LiveOps Corrections team.

Collaborate with various team managers and directors from the Quality Assurance, Courseware Operations, and DEI teams, among others.

The ideal candidate will be creative and agile with a drive to find new flexible solutions to meet the needs of our colleagues and customers.

This person will be dedicated to both improving our existing and new products, and supporting students and instructors when they encounter issues with our HE eText and Courseware products.

Strong written and verbal communication skills, JIRA proficiency, and a love of learning are a must, and will help the LiveOps Triage Manager excel in the exciting and ever-changing landscape of educational technology.

Requirements:

Four-year degree or relevant job experience

Team management experience

Skills:

Jira Query Language expertise

MS Office suite

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 - $120,000.

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

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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.

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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: TECHNOLOGY

Organization: Higher Education

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 15685