Program Coordinator And Relationship Lead

Pearson; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Pearson in India is seeking a Program Coordinator & Relationship Lead to manage client windows, candidates, test-site admins, and internal stakeholders with precision and empathy.

You will liaise with Global lines of business to support program requirements, manage escalations, generate client reports, and drive AI-enabled process improvements while maintaining SLAs and accurate documentation. The role demands strong communication and cross-regional collaboration.

Qualifications

• Minimum 5 years in a customer support-related role.
• Strong customer service orientation with handling complex client queries.

Responsibilities

• Act as professional point of contact for clients, candidates, test site admins, and internal stakeholders.
• Liaise with Global lines of business to support program requirements and service follow-ups.
• Promote client programs and services with clear, client-aligned information.
• Maintain relationships and track commitments through to completion.
• Identify risks and opportunities affecting client or candidate experience.
• Handle Level 3 escalation calls with ownership and timely follow-through.
• Monitor SLAs, ageing items, responses, and closures across lines of business.
• Coordinate event handling and ensure smooth client/candidate experiences.
• Input accurate data into databases for auditability and reporting.

Skills

Customer support

Relationship management

Communication

Data reporting

AI tools

Escalation handling

Tools

CRM systems

Job description

Job Description:

Job Description: Program Coordinator & Relationship Lead

About the Position

Key Responsibilities

Client Interaction and Relationship Management

• Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders, ensuring all interactions are handled with accuracy, empathy, and urgency.
• Directly liaise with Global lines of business to support client program requirements, operational queries, and service-related follow-ups.
• Promote client programs, products, and service offerings by providing clear, consistent, and client-aligned information to customers and stakeholders.
• Support client management activities by maintaining strong working relationships, understanding client expectations, and ensuring commitments are tracked through to completion.
• Identify additional opportunities, operational risks, and potential trouble areas that may impact the client or candidate experience.

Escalation and Service Delivery

• Handle Level 3 escalation calls and complex service-related issues with professionalism, ownership, and timely follow-through.
• Act as an escalation point for unresolved or high-impact service problems, coordinating with relevant teams to drive resolution.
• Maintain service level agreements for different lines of business by monitoring priorities, ageing items, response timelines, and closure expectations.
• Support event handling activities by coordinating operational requirements, addressing urgent issues, and ensuring a smooth client and candidate experience.
• Input accurate customer, candidate, and case information into relevant databases and systems to support auditability, reporting, and operational continuity.

Client Reporting and Operational Insights

• Prepare, validate, and share accurate client reports in line with agreed timelines, quality standards, and stakeholder expectations.
• Ensure candidate results are sent to clients in a timely and compliant manner, following client-specific requirements and internal processes.
• Analyze operational data to identify trends, service gaps, recurring issues, and opportunities for process improvement.
• Maintain reporting discipline by ensuring data accuracy, proper documentation, and clear commentary for stakeholders.
• Use reporting outputs to support client conversations, service reviews, operational planning, and continuous improvement initiatives.

AI Enablement and Process Improvement

• Support AI-enabled improvements that enhance customer service, reporting accuracy, knowledge management, and operational efficiency.
• Use approved AI tools responsibly to assist with drafting, summarizing, data review, trend identification, and standard communication, while ensuring human review and final accountability.
• Identify repetitive tasks, reporting patterns, and service workflows that can be improved through automation, AI assistance, or process standardization.
• Contribute to the creation and refinement of templates, prompts, knowledge articles, and standard operating guidance to improve consistency across teams.
• Ensure AI-assisted outputs are reviewed for accuracy, appropriateness, confidentiality, and compliance with internal policies before use or distribution.

Team Management

• Assist in training, coaching, and monitoring call centre agents to ensure consistent service quality and adherence to client-specific requirements.
• Provide guidance on escalations, process updates, reporting expectations, and customer communication standards.
• Collaborate with cross-functional teams to resolve issues, improve workflows, and support business priorities.
• Maintain accurate documentation of actions taken, client requirements, escalations, and operational updates.

Required Skills and Experience

• Minimum 5 years of experience in Customer support position.
• Strong customer service orientation with experience handling complex client, candidate, or stakeholder queries.
• Excellent verbal and written communication skills, with the ability to manage sensitive conversations professionally.
• Experience preparing reports, validating data, and presenting operational insights to stakeholders.
• Ability to manage escalations, prioritize competing tasks, and meet service level expectations.
• Strong attention to detail, ownership mindset, and ability to work independently in a fast-paced environment.
• Comfortable working with internal systems, databases, reporting tools, and approved AI-enabled productivity tools.
• Ability to collaborate across regions, including Global stakeholders, while adapting communication style to different business needs.

Key Success Measures

• Client reports are delivered accurately and within agreed timelines.
• Candidate results are shared with clients in a timely and compliant manner.
• Level 3 escalations are managed with clear ownership, timely updates, and effective resolution.
• Service level agreements are consistently monitored and maintained across assigned lines of business.
• AI-enabled improvements are identified and adopted responsibly to improve productivity, quality, and consistency.
• Client, candidate, and stakeholder feedback reflects a high standard of service and professionalism.

Requirements: