Program Coordinator & Relationship Lead

Pearson; India; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Pearson is seeking a Program Coordinator & Relationship Lead in India to manage client and candidate interactions, handle escalations, and drive reporting and process improvements. You will coordinate across global teams, support AI-enabled service enhancements, and mentor call center staff to ensure consistent, high-quality delivery in a fast-paced environment.

The role emphasizes strong communication, data accuracy, and proactive relationship management to sustain client satisfaction and

Qualifications

• Minimum 5 years of experience in Customer support position.
• Excellent verbal and written communication skills.
• 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.

Responsibilities

• Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders, ensuring interactions are accurate, empathetic and timely.
• Liaise with Global lines of business to support client program requirements and service follow-ups.
• Promote client programs and service offerings with clear, client-aligned information.
• Maintain strong client relationships and track commitments to completion.
• Identify opportunities and risks that may impact client or candidate experience.
• Handle Level 3 escalations with ownership and timely follow-through.
• Monitor SLAs and ensure timely resolution across lines of business.
• Prepare, validate, and share accurate client reports within agreed timelines.
• Analyze operational data to identify trends and opportunities for improvement.
• Support AI-enabled improvements to enhance service accuracy and productivity.
• Assist in training and coaching call center agents to ensure quality service.

Skills

Client relationship management

Escalation handling

Reporting and data analysis

AI-enabled productivity tools

Communication skills

Tools

CRM software

Reporting tools

AI-enabled tools

Job description

Job Description: Program Coordinator & Relationship Lead

About the Position

The Program Coordinator / Candidate Relations Coordinator is responsible for delivering high-quality customer service, strengthening client relationships, and supporting the operational delivery of client testing programs. This role acts as a key liaison between candidates, clients, test site administrators, internal teams, and regional business stakeholders across the Globe. The position is accountable for handling complex escalations, preparing accurate client reports, ensuring timely delivery of candidate results, and identifying opportunities to improve service quality through process discipline and AI-enabled ways of working.

Key ResponsibilitiesClient 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.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 [e-mail]

Job:

Customer Success

Job Family:

GOTOMARKET

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Assessment & Qualifications