Pearson
Lead Specialist, Customer Service Enablement (Knowledge Management)
Edtech.com's Summary
- Lead the migration approach for knowledge management systems including inventory, cleanup, taxonomy, and publishing workflows.
- Establish ongoing governance with standards, review cadence, and role definitions.
- Partner with IT, Support, Sales, and Product teams to drive system adoption.
- Improve metrics such as knowledge usage, helpfulness, publication speed, and case resolution outcomes.
- Experience with Salesforce and related knowledge management tools required.
- Full-time position within the Customer Success job family under Virtual Learning organization.
- Annual salary range between $77,000 and $143,000, influenced by skill, experience, and location.
- Eligible for Pearson’s annual incentive program and employee benefits.
- Pearson supports equal opportunity employment and provides accommodations for individuals with disabilities.
- Role involves supporting customers including teachers, students, caregivers, and internal service teams.
Lead Specialist, Customer Service Enablement (Knowledge Management) Full Description
Pearson is seeking an experienced Knowledge Manager to lead the transition of our knowledge systems to Salesforce and related knowledge tools that support teachers, students, caregivers, and internal service teams.
This role owns the migration approach (inventory, cleanup, taxonomy, and publishing workflows), establishes ongoing governance (standards, review cadence, and roles), and partners with IT, Support, Sales, and Product to drive adoption.
Success will be measured by improved self-service and service efficiency (e.g., higher knowledge usage and helpfulness, faster time-to-publish, reduced duplicate/outdated content, and improved case resolution outcomes).
Compensation at Pearson is influenced by factors including skill set, experience, and location
The full-time salary range for this role is $ 77,000 - $ 143,000 annually.
This position is eligible for Pearson's annual incentive program. Information on benefits can be found here
Applications will be accepted through May 30, 2026 . This window may be extended depending on business needs
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 TalentExperienceGlobalTeam@grp.pearson.com.
Job:
Customer Success
Job Family: GO_TO_MARKET
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