Advanced Associate, Universal Advisor

Company description At Pearson, our purpose is simple: to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact. For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide. The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position. Purpose of the position The Universal Advisor is a key member of the Enrollment Experience (EE) team, serving as a trusted advisor and subject matter expert throughout the enrollment process. This role ensures a seamless and efficient experience for prospective families and internal stakeholders by providing expert guidance, resolving issues, and supporting frontline staff. Universal Advisors also play a critical role in implementing new technologies, offering training, coaching, and hands-on troubleshooting to support successful adoption and continuous improvement throughout the organization. Success in this role requires strong communication skills, adaptability, and the ability to collaborate effectively across teams. Core tasks & responsibilities + Serve as the primary point of contact and a trusted advisor for Enrollment Experience (EE) processes, guiding internal teams and external stakeholders with a customer-centric approach. + Provide expert support on complex enrollment scenarios, collaborating across departments to resolve issues efficiently and maintain service excellence. + Lead training and coaching efforts for new hires and frontline staff, supporting onboarding, skill development, and the adoption of new technologies to promote first-call resolution and continuous improvement. + Develop and maintain resources, documentation, and knowledge articles that streamline workflows and ensure consistent, high-quality service delivery. + Identify and address process inefficiencies, including gaps, bottlenecks, and risks, while recommending and implementing improvements that reduce escalations and enhance operational effectiveness. + Facilitate meetings, deliver engaging presentations, and ensure timely follow-up on decisions and action items to support alignment and accountability. + Monitor key performance indicators, risks, and opportunities to ensure alignment with leadership priorities and organizational OKRs. + Foster a culture of inclusion, collaboration, accountability, and technical excellence through proactive engagement and cross-functional partnership. + Perform additional responsibilities as needed, including customer-facing tasks, to support business needs. Qualifications + Must demonstrate a commitment to professional conduct and accountability. + Flexibility to work shifts aligned with varying Hours of Operation, including evenings, nights, and weekends as needed. + Required to have the appropriate means to work remotely, including adherence to our work-from-home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards and expectations. + Experience providing application or enrollment support in a customer-facing, high-volume environment, with prior call center or customer service experience strongly preferred. + Proficiency with Windows, MS Suite, and CRM platforms (Salesforce experience preferred). + Skilled at working with multiple systems simultaneously in a fast-paced, virtual environment. + Strong analytical and reasoning skills with the ability to navigate ambiguity and apply critical thinking. + Proven ability to prioritize tasks, manage competing deadlines, and consistently achieve results. + Collaborative leadership skills with the ability to both lead initiatives and contribute as an effective team player. Competencies + Strong Communicator: Demonstrates excellent oral and written communication skills, with the ability to convey information clearly and professionally. + Detail-Oriented & Results-Driven: Maintains accuracy and quality while effectively prioritizing tasks to meet goals. + Empathetic & Professional: Approaches interactions with self-confidence, patience, and emotional intelligence, especially when working with diverse stakeholders. + Organizational Savvy : Understands and navigates internal processes, policies, and dynamics to drive results. + Collaborative & Inclusive: Builds trust, works effectively across teams, and fosters a culture of inclu