Remote Program Coordinator & Client Relations Lead

Pearson; Indiana (PA); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Pearson is seeking a Program Coordinator & Relationship Lead to serve as the primary liaison among clients, candidates, test site admins, and internal teams worldwide. You will manage escalations, deliver accurate client reports, and ensure timely results while identifying opportunities to improve service quality through AI-enabled workflows.

The role emphasizes strong communication, data analysis, and process discipline to support global testing programs and client satisfaction across regions.

Qualifications

• Minimum 5 years of experience in customer support or client services.
• Strong written and verbal communication with professional handling of sensitive conversations.
• Experience preparing client reports and analyzing operational data.
• Ability to manage escalations and meet SLA expectations.
• Comfortable using databases, reporting tools, and AI-enabled productivity tools.

Responsibilities

• Serve as professional liaison for clients, candidates, test site admins and internal teams.
• Coordinate with Global lines of business to support program requirements.
• Maintain SLAs, monitor priorities, and ensure timely completion.
• Prepare and share client reports; ensure timely delivery of candidate results.
• Identify opportunities to improve processes and support AI-enabled improvements.
• Support training and coaching of call center agents.

Skills

Client relationship management

Escalation handling

Reporting & data analysis

AI-enabled productivity tools

Cross-region collaboration

Excellent communication

Tools

Databases

Reporting tools

AI tools

Internal systems

Job description

Pearson is seeking a Program Coordinator & Relationship Lead to serve as the primary liaison among clients, candidates, test site admins, and internal teams worldwide. You will manage escalations, deliver accurate client reports, and ensure timely results while identifying opportunities to improve service quality through AI-enabled workflows.

The role emphasizes strong communication, data analysis, and process discipline to support global testing programs and client satisfaction across regions.