Location: Remote, USA (EST preferred)

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

About the role:

The Author Operations and Services Manager is responsible for overseeing department employees who are performing high-level customer service escalations work. This person will be responsible for setting priorities, coaching and mentoring team members, assigning/delegating work appropriately and ensuring completion is consistent with departmental policy and procedure, while also identifying knowledge gaps and ensuring proper corrective paths. This person will also assess performance, recommend employment and compensation actions for team.

The Author Operations and Services Manager will provide author experience expertise at an operational level, proactively overseeing and reviewing the quality of service being provided.

How you will make an impact:

• Provide product, procedural, direction, and job function support for internal and outsourced colleagues as well as acting as an AOS SME.
• Oversee quoting and order processing.
• Work with Author Service Product Management and SQA teams to apply expertise and knowledge to requirements gathering to develop use cases and determine appropriate test plans.
• Apply expertise and knowledge to new process design and continuous improvement to current state processes.
• Conduct and coordinate business process UAT in line with project plans for new or changed functionality.
• Proactively review the service delivered and make recommendations to continuously improve the author experience.
• Keep current with new technology and business led initiatives to support the open access program and expansion of Wiley services for Authors.
• Remain current with changes in the intellectual property environment, Open Access and other matters affecting licensing and the full publication lifecycle.
• Develop procedural documentation and coordinate/deliver related coaching and training.
• Support strategic projects and continuous improvement initiatives.
• Monitor case flow, accuracy, follow-up and provide feedback.
• Monitor and report on the outsource teams' deliverables.
• Ensure processes and user guides are up to date and that processes are followed by the outsource team.
• Ensure that AOS Service Cloud template response for Web and Chat are current, new ones created for new services or issues which have arisen.
• Provide text for Author ecommerce order and payment pages.
• Provide ad hoc instructions/updates to the outsource team to keep the team current on process, system and content issues.
• Provide daily, weekly, monthly and ad hoc data analysis related to Author Operations and Services support.
• Ensure that AOS Service Cloud articles (FAQs) are current, new ones created for new services or issues which have arisen.
• Provide escalation support for customer transactions and claims. Approve and deny claims under agreed values.
• Manage escalated cases/issues from the outsource Author Operations and Services first level support team.
• Apply expertise of author content systems and knowledge of publication processes to resolve issues and either reply directly to the Author or give guidance to the Author Operations and Services first level support colleague to reply.
• Provide coaching and direction to the outsource team, escalate any content, systems or business issues to the relevant Level 2 support team using Service Desk.
• Monitor escalations within the service desk and proactively chase for resolution and response.
• Drive continuous improvement culture of support and operations.

What we are looking for:

• Minimum 2 years' of college/university and/or relevant work experience.
• Experience with publishing production processes.
• Impeccable written and verbal communication skills.
• Strong problem solving, organizational, and analytical skills and a forward thinking ability.
• Ability to multi-task and adapt quickly to change in a fast-paced, constantly forward evolving environment.
• Ability to set goals and develop strategies to execute and metrics to meet said goals.
• Is able to break down complex problems/tasks into manageable parts, and allocates own time efficiently.
• Demonstrates completeness and attention to detail; follows-up in an efficient manner.
• Understands the various components and timing of the production process.
• Understands the Author Licensing process.
• Understands the author experience, knowledge of traditional and emerging new technology-based production processes.
• Team oriented, cooperative, and collaborative.
• Desire to provide superior customer service and go above and beyond at all times.
• Informs people of decisions, changes, and other relevant information on a timely basis.
• Demonstrates active listening by conveying an accurate understanding of other's messages.
• Consciously works to build rapport through understanding, and adapting own personal style to the attitudes, interests, needs, and perspectives of others.
• Capitalizes on own strengths and actively pursues, and takes responsibility for developmental opportunities.
• Seeks feedback on, and understands, behavior and style impact of others, makes needed adjustments.
• Takes personal responsibility and accountability for addressing and resolving problems.
• Seeks additional responsibility, and sets and works to achieve challenging goals for self and others.
• Recognizes likely causes of events and consequences of actions.
• Engaged; provide strong coaching and mentoring direction.
• Overall posture must be positive, strong, inviting/approachable, empathetic, fair, and lead by example.
• Willing and able to travel to support outsource vendors as needed.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.

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Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.