Journals Customer Service Manager

Job Req ID: 113402

Journals Customer Service Manager

Johns Hopkins University Press seeks a Journals Customer Service Manager who will be responsible for strategic leadership of the Journals Customer Service Department. The Journals Customer Service Manager will join a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. This position will help to ensure that the Press is a leader in the selection and development of innovative ideas and scholarship, the creation of pioneering technologies to enhance discovery and learning, and the connection of people to the most trusted knowledge from global researchers, scholars, and educators.

The Journals Customer Service Manager leads the Journals Customer Service Department, which processes several million dollars of orders annually, manages subscription fulfillment for more than 250 JHUP and JHUP-distributed titles, delivers membership services for 24 scholarly societies, and provides electronic-only subscription access for nearly 400 Project MUSE journals. In 2021, Journals Customer Service processed approximately 150,000 orders and handled customer inquiries in the form of 400 online chats, 1,600 phone calls, and 29,000 emails. The Journals Customer Service Manager guides the activities of an assistant manager, accounting coordinator, and 5 customer service representatives. These activities are critical to the Press's financial sustainability. This position reports to the Journals Publisher.

The Press is committed to honoring every person's inherent dignity as human beings and making that the foundation of our organizational culture. We proactively find ways to ensure opportunities that promote diversity, equity, inclusion and access. We strive to publish courageously, giving voice to groundbreaking ideas. We support each other and our stakeholders and envision a future where knowledge enriches the lives of every person. The successful candidate will join a welcoming community that is inclusive and values the contributions and perspectives of individuals from all backgrounds.

The starting salary range for this position is $62,300 to $85,650. Actual salary may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

Specific Duties & Responsibilities

• Lead the Journals Customer Service Department, which includes an assistant manager, accounting coordinator, and 5 customer service representatives. Set strategic goals and operational direction of the department.

• Supervise assistant manager, administering goal setting and performance reviews for the position.

• Establish operational service standards and resources, develop and manage budgets, and assist with acquiring new and retaining current publishing and distribution partners.

• Manage relationships between the Press and distribution clients, scholarly societies that we serve, library subscription agents, and the fulfillment software vendor, among others.

• Essential in integrating new journals, academic societies, and distribution clients into our fulfillment operations.

• Provide statistical and financial reporting to both internal and external customers. Work with JHUP's Finance Department and Journals Division leadership when needed to reconcile financial reports for both internal and external use.

• Work with the Fulfillment System Project Manager to implement all fulfillment system software upgrades and bug fixes, and to establish new customers, publishers, and products into our fulfillment system.

• As part of the Journals Division's management team, work with the Journals Publisher and other Journals Division managers to help establish and advance divisional strategic objectives.

• Weave diversity, equity, inclusion and access principles into all aspects of the work.

• Other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of customer service practices and procedures required.

• Previous experience with serial subscription/membership fulfillment and with a cloud-based ticketing system/call center preferred.

• The ability to establish and meet strict deadlines is essential, with experience in a hybrid workforce environment a plus.

• Excellent organizational and interpersonal skills are critical, with aptitude for figures, attention to detail, problem-solving skills, and the ability to work with a wide range of personality types.

• Proficiency with Microsoft Office suite (particularly Excel, Outlook, & Teams) required. Must be able to acquire and maintain an excellent working knowledge of all aspects of fulfillment system and ticketing system.

• Excellent critical thinking and communication skills.

• Superior problem-solving skills including using analytics to drive decisions.

• Creative thinker, embracing new ideas and passionate about developing the potential of Hopkins Press.

• Inclusive in decision-making and problem-solving.

• Excel in effective use of resources and keen self-awareness of strengths and weaknesses.

Minimum Qualifications

• Bachelor's Degree.

• Two years of experience managing or supervising a team, preferably in a fast-paced customer service environment and advanced communication skills. We will be seeking an individual who is an analytical and strategic thinker.

• Additional experience may substitute for required education, as permitted by the JHU equivalency formula.

Preferred Qualifications

• Knowledge of customer service practices and procedures required.

• Previous experience with serial subscription/membership fulfillment and with a cloud-based ticketing system/call center preferred.

• The ability to establish and meet strict deadlines is essential, with experience in a hybrid workforce environment a plus.

• Excellent organizational and interpersonal skills are critical, with aptitude for figures, attention to detail, problem-solving skills, and the ability to work with a wide range of personality types.

• Proficiency with Microsoft Office suite (particularly Excel, Outlook, & Teams) required. Must be able to acquire and maintain an excellent working knowledge of all aspects of fulfillment system, and ticketing system. Excellent critical thinking and communication skills.

• Superior problem-solving skills including using analytics to drive decisions.

• Creative thinker; embracing new ideas; passionate about developing the potential of Hopkins Press.

• Inclusive in decision-making and problem-solving.

• Excel in effective use of resources; keen self-awareness of strengths and weaknesses.

Classified Title: Journals Subscription Manager

Job Posting Title (Working Title): Journals Customer Service Manager

Role/Level/Range: ATP/04/PD

Starting Salary Range: $62,300 - $109,000 Annually (Commensurate with experience)

Employee group: Full Time

Schedule: M-F - 8:30 am - 5:00 pm

Exempt Status: Exempt

Location: Homewood Campus

Department name: Journals Fulfillment

Personnel area: Academic and Business Centers

Total Rewards

The referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/.

Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.

Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.

The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function.

The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

EEO is the Law:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Accommodation Information

If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit https://accessibility.jhu.edu/.

Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/.

The following additional provisions may apply, depending upon campus. Your recruiter will advise accordingly.

The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.

Hybrid: On-site 1-2 days a week