Support Associate, Publishing Operations

Bertelsmann New York City , NY 10019

Posted 3 months ago

The Publishing Operations team at Penguin Random House is seeking a Support Associate to support core systems and processes for internal employees in a variety of departments. This role will work with Editorial, Production, Marketing, Design, and all other departments, and will have a particular focus on supporting our Publishing Operations inbox (assigning tickets, triaging issues, etc.). The Support Associate will also assist distribution clients in managing their title and author data and other activities.

The role will use internal systems and in-person problem solving to receive, track, and answer user queries as well as collaborate with corporate colleagues and divisional users to improve systems and processes.

The Support Associate will be part of the 10-member Publishing Operations Business Process and Support team, a group supporting book-making, marketing, publicity, and sales systems and processes. This is a great opportunity to work with all Penguin Random House divisions and many functional areas!

Specifically, the Support Associate:

  • Responds quickly to daily user issues and requests, including ensuring that Penguin Random House book and author data is correct on external bookseller sites.

  • Troubleshoots internal system issues with the user community and IT while triaging and escalating as needed.

  • Manages the department inbox to ensure that all issues are escalated to the correct team member in a timely manner

  • Provides analytics on user support, creating insights into trends, opportunities, and problem areas.

  • Improves existing systems and processes by spotting trends in user issues, exploring solutions, and creating training and documentation.

  • Promotes knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.

  • Establishes a significant knowledge base and then trains users on core systems.

Please apply if you meet the following requirements:

  • Four year college degree or equivalent work experience

  • 1-2 years of experience in publishing, experience in publishing operations and/or managing editorial preferred

  • Excellent communication, time management, and customer service skills

  • Detail-oriented with the ability to see the big picture

  • Analytical, data-driven approach

  • Willingness to learn and master new systems

  • Advanced user in Excel

  • SAP experience a plus

Please apply using our online application process, and please include your resume and cover letter with salary requirements. Full-time employees are eligible for our comprehensive benefits program.

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. Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/.

Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

Company: Penguin Random House LLC

Country: United States of America

State/Region: New York

City: NEW YORK

Postal Code: 10019

Job ID: 53489


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Support Associate, Publishing Operations

Bertelsmann