Advanced Associate, Customer Service (Program Lead)

Program Lead (Advanced Associate, Customer Service)At Pearson, our purpose is to help people realize the life they imagine through learning. Your Opportunity Join the Evaluations Systems group of Pearson customer contact center team where we are dedicated to helping support candidates and clients throughout their certification testing process.

The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring. We work in a collaborative environment and are passionate about education.

Pearson VUE is a business of Pearson, the world's leading learning company with global reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). The Program Lead serves as a liaison between assigned Program teams, the Customer Contact Center, and other internal departments.

This role maintains awareness of Customer Contact Center activity associated with assigned programs, communicates program changes and updates, manages escalations and callbacks, supports Tier 2 technical support needs, maintains accurate documentation, and reports trends to support consistent service delivery.

If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do, this is the place for you.

The Program Lead is responsible for supporting assigned programs through escalation management, accurate and timely customer support, cross-functional communication, documentation maintenance, and trend identification. Like every department within Pearson, our work goes beyond delivering exams and focuses on our ability to allow learners to flourish.

We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on empathy, clear communication, consistent program support, and timely responses to candidate and client needs. Title: Advanced AssociateLocation: This is a remote position based in the United States.

Hours: This is a regular full-time position working a 40-hour shift, five days a week. m. m. m. m. Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during specific times due to business demands. Work from home with Pearson-supplied hardware and support.

Compensation at Pearson is influenced by a wide array of factors, including but not limited to skill set, level of experience, and specific location. com/Applications will be accepted through August 21, 2026. This window may be extended depending on business needs.