Associate Manager, Digital Customer Operations

Penguin Random House, New York, NY

Home of the world’s best books.

Duration: Full-Time

Penguin Random House is searching for a Digital Customer Operations Associate Manager with exceptional communication, analytical, and project management skills. The Digital Customer Operations Associate Manager will be responsible for establishing and maintaining operational relationships with key customers. They will gain understanding of our customers’ operations as well as analyze data to find opportunities for PRH to develop competitive advantages in our supply chain capabilities. They will also liaise with Sales, Operations, Publishing, and Finance to affect positive change, troubleshoot issues, and implement scalable solutions.

Responsibilities & Duties
* Manage day-to-day operational relationships with digital customers
* Work closely with customers and internal parties to understand the needs & priorities of our ebook, audiobook, and print-on-demand customers
* Help to set internal and external expectations based on current and future Penguin Random House capabilities
* Creation and running of daily, weekly, and monthly quality reports for digital product metadata and files, communicating issues and resolutions to external customers and internal stakeholders
* Collaborating with finance and data teams to troubleshoot sales reporting, payment, and other feed issues
* Assisting with documentation and database upkeep
* Manage and prioritize multiple projects and tasks
* Offer input on larger Company goals and projects
* Ability to make recommendations to team members and upper level management

Essential Qualifications/Requirements
* Exceptional written and verbal communication skills, and understanding of how to address external customers as well as internal stakeholders
* Proficiency with Microsoft Office (Word, Excel, and Outlook) required; familiarity with XML (ONIX) and metadata a plus
* Exceptional organization and prioritization skills
* Ability to think creatively to solve problems
* Outstanding attention to detail and follow-through
* 1-3 years of experience dealing with customers/vendors/supply chain
* Project management experience a plus
* Ops nerds welcome!

About Penguin Random House

Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.

Penguin Random House

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