Director, Customer Operations

This is director‑level operating role as the Director, Customer Operations at Pearson Virtual Schools (PVS) is a senior leader responsible for driving enrollment growth and revenue through a high‑performing, customer‑centered operation at scale. This role owns the lead‑to‑enrollment lifecycle, overseeing teams that convert prospective leads into completed applications and applications into enrolled students—at scale and with precision—while ensuring quality, equity, and service excellence remain central to every interaction.

As a key member of the Enrollment & Customer Engagement leadership team, the Lead, Enrollment Growth Operations will help execute our enrollment strategy, identify and unlock new growth opportunities, and use data and insight to improve conversion, efficiency, and outcomes across the funnel. The role partners closely with Marketing, Analytics, Product & Technology, Partner Success, and Operational Enablement to align demand generation, messaging, systems, and processes in support of enrollment and revenue goals.

This is a rare opportunity to lead one of the organization’s most complex and impactful operations, overseeing approximately 250 full‑time employees and up to 200 seasonal staff across lead nurture, enrollment experience, and waitlist & lottery. In a 7‑day‑per‑week, regulated enrollment operation, the Director must effectively manage volume, complexity, and rapid change while maintaining rigorous standards for compliance, service quality, and trust. This role is fully remote.

You will:

• Lead a high‑volume, consultative enrollment operation responsible for converting prospective leads into completed applications and enrolled students, with accountability for pipeline performance, conversion rates, and enrollment outcomes.
• Plan for and lead seasonal enrollment cycles, scaling teams, processes, and execution to deliver consistent performance through high‑volume peak periods
• Own the end‑to‑end enrollment funnel, ensuring teams are equipped to guide families through complex decisions with clarity and care.
• Set enrollment strategy, targets, and performance expectations using data and market insight to optimize conversion, staffing models, and resource allocation.
• Design and continuously refine scalable enrollment workflows—including outbound call prioritization strategies—that support sustained growth while maintaining a family‑centered experience and high standards of service quality.
• Lead and develop a large, diverse, fully remote enrollment organization, providing coaching, accountability, and clear performance management across teams with varying levels of experience and engaging those teams to improve their employee experience
• Ensure enrollment operations meet all applicable regulatory and program requirements, translating policy and compliance obligations into practical, efficient, and auditable processes.
• Partner cross‑functionally to align enrollment strategy with demand generation, systems, training, and operational enablement, driving consistent execution and continuous improvement across the enrollment experience.

You are:

• A proven operational leader with experience running large, customer‑facing teams in high‑volume, regulated environments, accountable for results at scale.
• Committed to building a service‑driven culture that balances access, responsiveness, and family experience with strong operational and regulatory discipline.
• An effective people leader who develops teams with varied experience levels, combining hands‑on leadership with clear delegation and accountability.
• Experienced in planning and executing high‑stakes seasonal operations, with the ability to scale teams and workflows to deliver results during periods of peak demand
• Highly process‑oriented, with the ability to design, scale, and continuously improve workflows that support growth, efficiency, and quality.
• Comfortable navigating complexity, ambiguity, and change, exercising sound judgment while knowing when to collaborate and align with partners.
• A clear, empathetic communicator with strong written and verbal communication skills, able to engage frontline teams, senior leaders, and cross‑functional partners with clarity and confidence.
• A data‑informed, collaborative leader who works effectively across functions and remains deeply committed to equitable access and service for children and families.

Required Qualifications:

• Bachelor’s degree in a relevant field
• 10+ years of experience in senior operations roles leading high‑volume, customer‑facing organizations, including fully remote, distributed, and seasonal teams within a 7‑day‑per‑week operation
• 10+ years of experience leading large, multi‑layered teams, including managers of managers
• Proven success driving performance management and process accountability at scale, with a demonstrated ability to improve employee engagement and team performance
• Strong analytical capability, with experience using data and insights to inform operational strategy, workforce planning, and conversion optimization
• Clear track record establishing and managing KPIs, service levels, and performance metrics that drive measurable results
• Proven experience partnering cross‑functionally to align strategy, systems, and execution across complex organizations
• Demonstrated success leading teams through growth, change, and operational transformation
• Excitement to work in ed tech and a strong commitment to expanding access to education for students and families

Preferred Qualifications:

• Master’s degree in a relevant field strongly preferred
• Direct experience with publicly funded or compliance-driven enrollment programs
• Understanding of FERPA guidelines and internal policies regarding student and employee privacy

Pearson provides a flexible work environment for its employees. We believe that the ability to work from anywhere, anytime in work/life balance, is a critical part of our culture and employee satisfaction. In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations

The full-time salary range for this role is $150,000 - $175,000.

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

Applications will be accepted through 3/13/2026. This window may be extended depending on business needs.

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 world's lifelong learning company. For us, learning isn't just what we do. It's 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 [email protected].

Job: Sales

Job Family: GOTOMARKET

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 23108