Senior Client Services & Operations Specialist

Pearson; Honolulu (HI); Hybrid; USD 36,000 - 39,000; Full time

Job summary

Pearson, in Hawaii, seeks an Advanced Associate, Customer Service to support daily client program operations and resolve client and candidate issues. This hands-on role partners with Program Managers across teams to keep client work moving, maintain documentation, and improve processes.

The position requires strong organizational, communication, and multitasking skills, with flexibility for occasional test events and weekend work. Hybrid workplace with competitive hourly pay.

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.
• Proven 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

Communication skills

Multitasking

Team collaboration

Analytical/problem-solving

Education

Bachelor's degree or equivalent

Tools

CRM

Service Direct

IntelliVUE

Ticketing systems

Job description

Pearson, in Hawaii, seeks an Advanced Associate, Customer Service to support daily client program operations and resolve client and candidate issues. This hands-on role partners with Program Managers across teams to keep client work moving, maintain documentation, and improve processes.

The position requires strong organizational, communication, and multitasking skills, with flexibility for occasional test events and weekend work. Hybrid workplace with competitive hourly pay.