Principal, Customer Success – Digital Fulfillment Transformation & Automation

Job not on LinkedIn

🔥 13 hours ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $100k - $120k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Lead the design and delivery of automation across channel partner distribution and order-to-entitlement fulfillment • Define and document decision logic for automated work, escalations, and exception handling • Build solutions for course and campus launch readiness, including onboarding checklists, access verification, first-day-of-class readiness, and proactive issue detection • Engineer automated, self-service dashboards and scheduled partner and internal reporting for activations, usage, returns, and revenue reconciliation • Partner with data teams to define data transformations, quality controls, metric definitions, and audit trails • Lead complex automation and Agentic AI projects from concept through production • Evaluate and prototype emerging techniques, prove value through pilots, and recommend prioritized work sequences and business cases • Set technical standards for Digital Fulfillment Organization automation, including reference patterns, templates, design documentation, and reusable components • Act as a design consultant across partner flows to ensure consistent, supportable, and scalable solutions • Continuously optimize live processes and measure KPIs such as manual touches, cycle time, error and escalation rates, hours returned, and partner, campus, faculty, and student experience • Document controls, rollback plans, and process ownership for each change • Mentor Leads, Digital Operations Managers, and IA Launch Specialists and provide technical leadership

🎯 Requirements

• Significant experience mapping, redesigning and automating end-to-end operational processes, with measurable outcomes such as reduced cycle time, removed manual touches, and lower error rates • Practical experience applying workflow automation, integration and AI or agentic tooling to operational problems • Deep, hands-on Salesforce workflow automation knowledge, including record-triggered and screen flows in Flow Builder • Experience using Flow Orchestration for multistage, cross-team processes with human approval steps • Sound practice in error handling, testing, governance, and integration with upstream and downstream systems • Strong data literacy, including data requirements, data quality controls, and metric definitions • Proven ability to build prioritized transformation roadmaps, business cases for funding, and deliver through agile or iterative delivery with governance and controls • Experience transforming roles and ways of working, including documentation, training, and adoption planning • Ability to influence Leads, Digital Operations Managers, technology and data teams, and external channel partners • Ability to translate complex operational and technical details into clear, executive-ready recommendations • Working knowledge of digital supply chain, order-to-access or entitlement processes within Retail, Inclusive or Equitable Access models and channel partner environments • Understanding of partner and institutional success models • Background in education, publishing, courseware, or another subscription- or entitlement-based distribution business

🏖️ Benefits

• Eligible for Pearson’s annual incentive program • Equal Opportunity Employer • Reasonable accommodations available for individuals with disabilities