Senior Client Operations & Launch Support

Pearson; Indianapolis (IN); On-site; USD 75,761,000 - 82,777,000; Full time

Job summary

Pearson is seeking an Advanced Associate to help keep client testing programs running smoothly. This hands-on role partners with Program Managers, supports client and candidate issue resolution, manages work requests, and helps improve Client Services operations.

This role is a hands-on operations position for someone who enjoys solving problems, staying organized, and working across teams to keep client work moving.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in client support, customer success, or operations.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to make sound decisions.
• Experience working with business systems, databases, or reporting tools.
• Ability to work independently while collaborating across teams.

Responsibilities

• Partner with Program Managers to support daily client program operations.
• Complete client maintenance, configuration updates, and requested program changes.
• Support launches, enhancements, special projects, deadlines, and deliverables.
• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates.
• Work with stakeholders to gather missing information, remove blockers, and keep requests moving.
• Provide test event support few times in a year, max 5 weekends where working additional hours is needed.
• Maintain procedures, knowledge resources, and operational documentation.
• Provide application and process guidance to Program Managers and internal teams.
• Identify and support improvements that increase efficiency, quality, and consistency.

Skills

Organizational skills

Time management

Communication skills

Prioritization

Analytical problem-solving

Cross-team collaboration

Independent work

Education

Bachelor's degree or equivalent

Tools

CRM

Ticketing systems

Workflow tools

Project management tools

Reporting tools

Job description

Pearson is seeking an Advanced Associate to help keep client testing programs running smoothly. This hands-on role partners with Program Managers, supports client and candidate issue resolution, manages work requests, and helps improve Client Services operations.

This role is a hands-on operations position for someone who enjoys solving problems, staying organized, and working across teams to keep client work moving.