Summary
Manage large team of triage analysts, across different geographies, including internal US-based, and international vendor team members, located in various time zones. Ensure seamless communication between team members to support high-quality collaboration and productivity.
Oversee the Triage workflow and review of escalated Courseware QA bugs - with an eye toward documenting and continuously improving the process while simultaneously delivering upon SLAs.
Oversee the Triage Customer Support program and ensure rapid response to critical customer issues and drive resolution via both the LiveOps Corrections program, and product team outreach.
Oversee the Corrections Triage workflow in collaboration with the manager of the LiveOps Corrections team.
Collaborate with various team managers and directors from the Quality Assurance, Courseware Operations, and DEI teams, among others.
The ideal candidate will be creative and agile with a drive to find new flexible solutions to meet the needs of our colleagues and customers.
This person will be dedicated to both improving our existing and new products, and supporting students and instructors when they encounter issues with our HE eText and Courseware products.
Strong written and verbal communication skills, JIRA proficiency, and a love of learning are a must, and will help the LiveOps Triage Manager excel in the exciting and ever-changing landscape of educational technology.
Requirements:
Four-year degree or relevant job experience
Team management experience
Skills:
Jira Query Language expertise
MS Office suite
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:
The minimum full-time salary range is between $90,000 - $120,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
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