Principal, Customer Success (Digital Fulfillment Transformation & Automation)

About the Role:

Pearson Higher Education is looking for a Principal, Digital Fulfillment Transformation and Automation to help lead a critical business transformation in how we distribute and fulfill digital learning solutions through Retail, Inclusive Access and Equitable Access models.

This role will sit within the Digital Fulfillment Organization, Higher Education’s delivery team for distribution and fulfillment with channel partners. Reporting to the Lead, Customer Success for Partner Operations, you will define, design and deliver the automation that underpins Inclusive and Equitable Access. You will combine business process transformation, Salesforce workflow automation, data fluency, and Agentic AI to remove manual work, improve launch readiness, strengthen partner operations, and create scalable, trusted fulfillment processes.

What You’ll Be Responsible For:

• Distribution and fulfillment: Lead the design and delivery of automation across channel partner distribution and order-to-entitlement fulfillment — including title, price and course section adoption file exchange, product-in-use processing and flagging, and integration outreach — applying deep domain expertise to define and document the decision logic for what is automated, what is escalated and how exceptions are handled.

• Delivery: Build advanced solutions for course and campus launch readiness; including onboarding checklists, access verification, first day of class readiness and proactive issue detection so that Digital Operations Managers and IA Launch Specialists are alerted to risks rather than manually monitoring them.

• Reporting and reconciliation: Engineer the move from manual reporting to automated, self-service dashboards and scheduled partner and internal reporting covering activations, usage, returns and revenue reconciliation,partnering with our data teams to specify the underlying data transformation and to define the quality controls, metric definitions and audit trails that make those outputs trusted.

• Automation and Agentic AI: Lead complex automation and Agentic AI projects from concept to production evaluating and prototyping emerging techniques, proving value through pilots, and recommending the prioritized sequence of work and supporting business case to the Lead of Partner Operations.

• Standards and reusable solutions: Set the technical standards for how the DFO automates including authoring the reference patterns, templates, design documentation and reusable components others build from, and acting as design consultant across partner flows so that solutions are consistent, supportable and safe to scale.

• Process optimization and measurable impact: Continuously optimize live processes and instrument them against agreed KPIs — manual touches removed, cycle time, error and escalation rates, hours returned to the team and improvements to the partner, campus, faculty and student experience — with controls, rollback plans and clear process ownership documented for each change.

• Mentoring and technical leadership: Raise capability across the team by mentoring Leads, Digital Operations Managers and IA Launch Specialists, leading by example in how processes can apply automation, new methods are tested and adopted, and influencing through demonstrated expertise and innovation rather than positional authority.

What We’re Looking For:

Essential Experience, Skills and Knowledge

• Business process transformation: Significant experience mapping, redesigning and automating end-to-end operational processes, with a track record of measurable outcomes such as reduced cycle time, removed manual touches, and lower error rates.

• Automation and Agentic AI: Practical experience applying workflow automation, integration and AI or agentic tooling to operational problems, including the judgement to know when automation is the right answer.

• Salesforce workflow automation: Deep, hands-on knowledge of Salesforce workflow automation, including designing and building record-triggered and screen flows in Flow Builder, using Flow Orchestration for multistage, cross team processes with human approval steps, and applying sound practice in error handling, testing, governance and integration with upstream and downstream systems.

• Data and reporting: Strong data literacy, including defining data requirements, data quality controls and metric definitions, and partnering with data teams to deliver trusted dashboards and automated reporting.

• Roadmap and delivery: Proven ability to build a prioritized transformation roadmap, build the business case for funding, and deliver through agile or iterative delivery with clear governance and controls.

• Change management: Experience transforming roles and ways of working, including documentation, training and adoption planning, so that automation sticks and teams move to higher value work.

• Stakeholder and partner management: Confident influencing across Leads, Digital Operations Managers, technology and data teams, and external channel partners, with the credibility to align competing priorities.

• Communication: Ability to translate complex operational and technical details into clear, executive ready recommendations and to bring people with you through change.

Desirable Experience, Skills and Knowledge

• Distribution and fulfillment operations: Working knowledge of digital supply chain, order-to-access or entitlement processes within Retail, Inclusive or Equitable Access models and channel partner environments.

• Customer Success practice: Has an understanding of partner and institutional success models, with a bias toward outcomes that improve the campus experience.

• Sector experience: Background in education, publishing or courseware, or in another subscription or entitlement-based distribution business.

Why Join Us

This is an opportunity to shape the future of digital fulfillment in Higher Education by building automation, AI-enabled workflows, and scalable operational standards that directly improve the experience for partners, campuses, faculty and students. You will work in a highly collaborative environment where your expertise will influence how teams operate, how risk is detected earlier, and how fulfillment processes scale with greater speed, accuracy and confidence.

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The full-time salary range for this role is $100,000 - $120,000.

This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.

Applications will be accepted through 10/9/2026. This window may be extended depending on business needs.