Team Manager, Service Delivery Management (Substitute Services)

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.