Team Manager, Service Delivery Management (Substitute Services)
Pearson · United States · $50K–$56K/yr
Education · 10,001+ employees
About the role
The Team Manager oversees substitute staffing operations, including hiring, onboarding, and performance management of remote staff. They are responsible for driving student success, managing customer relationships, and ensuring service continuity through effective coaching and data analysis.
What they look for
Requirements
The role requires experience in team supervision, talent development, and operational management within a fast-paced environment. Candidates must demonstrate strong communication skills, the ability to analyze performance data, and a customer-focused approach to leadership.
Benefits
Full description
Position Summary
The Supervisor, Substitute Services role focuses on substitute effectiveness and student success. Key responsibilities include:
- Hiring and onboarding substitute staff.
- Professional development and coaching.
- Daily supervision and evaluation of employees.
- Managing customer relationships.
- Leading departmental projects and initiatives.
- Reporting to the Senior Manager of Teaching and Substitute Services.
Primary Responsibilities
- Interview, hire, train, and supervise remote employees.
- Monitor and ensure intervention for low student participation or performance.
- Collaborate with Pearson colleagues to develop and implement policies and procedures.
- Analyze and interpret performance-based data.
- Present information to small and large groups.
- Manage multiple projects simultaneously in a fast-paced environment.
- Build relationships with customers and internal stakeholders.
Key Capabilities
- Customer Focused – advocates for internal and external customers and improves outcomes.
- Delivering Financial Results – delivers against budgets and commitments.
- Communications – effectively engages teams and stakeholders.
- Building a Strong Team – hires, develops, coaches, and retains talent.
- Takes Personal Responsibility – demonstrates ownership and accountability for results.
The Substitute Services Supervisor provides operational leadership for Substitute Staffing Services, including hiring, onboarding, coaching, performance management, customer support, staffing operations, and substitute effectiveness initiatives. The position is responsible for ensuring service continuity, employee development, customer satisfaction, and achievement of organizational performance goals.
Compensation at Pearson is influenced by factors including skill set, experience, and location.
The full-time salary range for this role is $50,000 – $56,000.
This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.
Applications will be accepted through August 31, 2026. This window may be extended depending on business needs.
