**Job Description: Digital Services Lead** Department: Digital & Professional Services – MENAT Location: Türkiye (or regional hub) Reports To: Head of Digital & Professional Services – MENAT Role Overview The Digital Services Lead will play a pivotal role in shaping and delivering high-impact digital and professional services across the MENAT region. With the second largest digital subscriptions in International Higher Education, this individual will lead a team of product executives, specialists and trainers, ensuring the highest standards of service delivery, operational excellence, and customer satisfaction. The role is central to scaling our strategic and large digital adoptions, with a focus on onboarding, integration, and value-added services that drive learner and institutional success. Key Responsibilities 1. Team Leadership & Quality Assurance + Lead, coach, and manage a team of product specialists and trainers across MENAT. + Establish and maintain quality assurance protocols to ensure consistent, high-quality delivery of services. + Conduct regular performance reviews and service audits to identify areas for improvement. 2. Service Delivery & Expansion + Oversee the execution of core digital services such as: + Onboarding and White-Glove Setup + Enrollment Automation + First Day of Class Localization (Arabic & Turkish) + Assessment Builder and Proctoring Services + Expand the portfolio of professional services to support strategic and large-scale digital adoptions. + Collaborate with cross-functional teams to introduce new offerings aligned with institutional needs. 3. Onboarding Framework Development + Design and implement a standardized onboarding framework with tiered service levels: + Self-Service + Guided Setup + Premium/Strategic Support + Ensure onboarding services are scalable, repeatable, and tailored to customer segments (e.g., small institutions vs. large universities). 4. Stakeholder Engagement & Strategic Support + Act as a key point of contact for strategic accounts, ensuring alignment between service delivery and institutional goals. + Support pilots and proof-of-concept engagements (e.g., CertPrep, Mondly, Credly). + Provide consultative support to internal teams and clients on best practices in digital adoption and instructional design. 5. Reporting & Continuous Improvement + Monitor service performance metrics and customer feedback to drive continuous improvement. + Collaborate with Data-as-a-Service teams to deliver engagement reports and insights. + Contribute to the development of internal documentation, training materials, and service playbooks. Qualifications & Experience + 7+ years of experience in digital education services, instructional technology, or customer success. + Proven experience leading cross-functional teams in a matrixed environment. + Strong understanding of LMS integrations, onboarding workflows, and digital product ecosystems. + Experience working with higher education institutions or large-scale digital implementations. + Excellent communication, stakeholder management, and project coordination skills. + Fluency in English; Turkish or Arabic is a plus. Preferred Skills + Familiarity with Pearson platforms (e.g., MyLab, Revel) and third-party tools (e.g., lockdown browsers, proctoring solutions). + Experience with data reporting tools and analytics dashboards. + Ability to work across time zones and manage virtual teams. 1172400 **Job:** Customer Success **Job Family:** SALES **Organization:** Higher Education **Schedule:** FULL\_TIME **Workplace Type:** Hybrid **Req ID:** 19054 \#LI-REMOTE