Principal, Customer Success – Digital Fulfillment Transformation & Automation

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Oversee the design and implementation of automation within channel partner distribution and order-to-entitlement fulfillment.

• Establish and document the decision-making logic for automated tasks, escalations, and exception management.

• Develop solutions for course and campus launch preparedness, which includes onboarding checklists, access verification, readiness for the first day of class, and proactive issue identification.

• Create automated, self-service dashboards and scheduled reporting for partners and internal teams regarding activations, usage, returns, and revenue reconciliation.

• Collaborate with data teams to outline data transformations, quality assurance measures, metric definitions, and audit trails.

• Lead intricate automation and Agentic AI initiatives from inception to production.

• Assess and prototype new techniques, demonstrate value through pilot projects, and suggest prioritized workflows and business cases.

• Establish technical standards for the Digital Fulfillment Organization’s automation, which includes reference patterns, templates, design documentation, and reusable components.

• Serve as a design consultant across partner workflows to guarantee consistent, maintainable, and scalable solutions.

• Continuously enhance operational processes and evaluate key performance indicators such as manual touches, cycle time, error and escalation rates, hours returned, and experiences of partners, campuses, faculty, and students.

• Document control measures, rollback strategies, and process ownership for each modification.

• Mentor Leads, Digital Operations Managers, and IA Launch Specialists while providing technical guidance.

⛳️ Requirements

• Extensive experience in mapping, redesigning, and automating comprehensive operational processes, with demonstrable outcomes like reduced cycle times, elimination of manual tasks, and decreased error rates.

• Practical experience in applying workflow automation, integration, and AI or agentic tools to operational challenges.

• In-depth, hands-on knowledge of Salesforce workflow automation, including record-triggered and screen flows in Flow Builder.

• Experience utilizing Flow Orchestration for multistage, cross-departmental processes that involve human approval stages.

• Strong practices in error handling, testing, governance, and integration with both upstream and downstream systems.

• High proficiency in data literacy, encompassing data requirements, quality controls, and metric definitions.

• Proven capability to develop prioritized transformation roadmaps, create business cases for funding, and deliver results through agile or iterative methods with governance and oversight.

• Experience in transforming roles and work methodologies, including documentation, training, and planning for adoption.

• Ability to influence Leads, Digital Operations Managers, technology and data teams, and external channel partners.

• Skill in translating intricate operational and technical information into clear, executive-level recommendations.

• Familiarity with the digital supply chain, order-to-access or entitlement processes in Retail, Inclusive or Equitable Access models, and channel partner ecosystems.

• Understanding of partner and institutional success frameworks.

• Background in education, publishing, courseware, or another subscription or entitlement-based distribution sector.

🏝️ Benefits

• Eligible for Pearson’s annual incentive program.

• Equal Opportunity Employer.

• Reasonable accommodations available for individuals with disabilities.