Universal Advisor

Universal Advisor

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.

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 inclusion, teamwork, and continuous improvement. Strategic & Adaptive : Identifies key issues, makes sound decisions aligned with long-term goals, and thrives in a fast-paced, evolving environment. Change-Oriented Leader : Helps others understand and embrace change, modeling positivity, resilience, and a growth mindset. 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 California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows : The minimum full-time salary range is between $21.63 - $24.03 an hour. This position is not bonus eligible, and information on benefits offered is here. Applications will be accepted through December 19, 2025. This window may be extended depending on business needs. 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 TalentExperienceGlobalTeam@grp.pearson.com.