Program Coordinator

: Program Coordinator / Candidate Relations Coordinator

About the Position

The Program Coordinator / Candidate Relations Coordinator is responsible for delivering high-quality customer service, strengthening client relationships, and supporting the operational delivery of client testing programs. This role acts as a key liaison between candidates, clients, test site administrators, internal teams, and regional business stakeholders across the Globe. The position is accountable for handling complex escalations, preparing accurate client reports, ensuring timely delivery of candidate results, and identifying opportunities to improve service quality through process discipline and AI-enabled ways of working.

Key ResponsibilitiesClient Interaction and Relationship Management

• Act as a professional point of contact for clients, candidates, test site administrators, and internal stakeholders, ensuring all interactions are handled with accuracy, empathy, and urgency.
• Directly liaise with Global lines of business to support client program requirements, operational queries, and service-related follow-ups.
• Promote client programs, products, and service offerings by providing clear, consistent, and client-aligned information to customers and stakeholders.
• Support client management activities by maintaining strong working relationships, understanding client expectations, and ensuring commitments are tracked through to completion.
• Identify additional opportunities, operational risks, and potential trouble areas that may impact the client or candidate experience.

Escalation and Service Delivery

• Handle Level 3 escalation calls and complex service-related issues with professionalism, ownership, and timely follow-through.
• Act as an escalation point for unresolved or high-impact service problems, coordinating with relevant teams to drive resolution.
• Maintain service level agreements for different lines of business by monitoring priorities, ageing items, response timelines, and closure expectations.
• Support event handling activities by coordinating operational requirements, addressing urgent issues, and ensuring a smooth client and candidate experience.
• Input accurate customer, candidate, and case information into relevant databases and systems to support auditability, reporting, and operational continuity.

AI Enablement and Process Improvement

• Support AI-enabled improvements that enhance customer service, reporting accuracy, knowledge management, and operational efficiency.
• Use approved AI tools responsibly to assist with drafting, summarizing, data review, trend identification, and standard communication, while ensuring human review and final accountability.
• Identify repetitive tasks, reporting patterns, and service workflows that can be improved through automation, AI assistance, or process standardization.
• Contribute to the creation and refinement of templates, prompts, knowledge articles, and standard operating guidance to improve consistency across teams.
• Ensure AI-assisted outputs are reviewed for accuracy, appropriateness, confidentiality, and compliance with internal policies before use or distribution.

Required Skills and Experience

• Minimum 5 years of experience in a Voice Customer support position.
• Strong customer service orientation with experience handling complex client, candidate, or stakeholder queries.
• Excellent verbal and written communication skills, with the ability to manage sensitive conversations professionally.
• Experience preparing reports, validating data, and presenting operational insights to stakeholders.
• Ability to manage escalations, prioritize competing tasks, and meet service level expectations.
• Strong attention to detail, ownership mindset, and ability to work independently in a fast-paced environment.
• Comfortable working with internal systems, databases, reporting tools, and approved AI-enabled productivity tools.
• Ability to collaborate across regions, including Global stakeholders, while adapting communication style to different business needs.

Key Success Measures

• Level 3 escalations are managed with clear ownership, timely updates, and effective resolution.
• Service level agreements are consistently monitored and maintained across assigned lines of business.
• AI-enabled improvements are identified and adopted responsibly to improve productivity, quality, and consistency.
• Client, candidate, and stakeholder feedback reflects a high standard of service and professionalism.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the worlds lifelong learning company. For us, learning isnt just what we do. Its who we are. To learn more: We are Pearson.

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 [HIDDEN TEXT].

Job: Customer Success

Job Family: GOTOMARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 25808