Manager, Publication Support Services

Cactus Communications; India; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading communications firm in India is seeking a Manager for their Publication Support Services team. This role includes overseeing team performance, ensuring customer satisfaction, and driving business growth within a mid-sized in-house team. The ideal candidate will have a Bachelor's/Master's degree with 3+ years in operations management and a strong commitment to service excellence. The role offers the opportunity to work with both direct team members and a large community of freelance experts, enhancing operational efficiency and team development.

Qualifications

• 3+ years of operations management experience, including 2+ years in a people management role.
• Ability to lead high-performance teams and collaborate effectively.
• Experience with CRMs and exposure to STEM publishing preferred.

Responsibilities

• Ensure quality and customer experience through strategic workflows.
• Oversee daily operations and resource planning for custom projects.
• Support continuous learning initiatives for team adaptation.

Skills

Operations management

People management

AI tools and technologies

Customer service orientation

Education

Bachelor’s or Master’s degree

Tools

Freshdesk

Jira

Zendesk

Job description

We are hiring a Manager for our Publication Support Services team. You will be responsible for the customer satisfaction, business growth, team performance and progression, and operational efficiency of a mid-sized in-house team as well as a large community of freelance/contractual experts. You will need to develop a strong understanding of the academic publishing industry and our expertise and accordingly drive business decisions for your team. It will be your responsibility to build resources and implement the necessary processes and systems for your team to meet all client requirements and delivery deadlines.

Responsibilities

• Ensure superior quality and customer experience through strategic, system-driven workflows; proactively analyze and resolve concerns with sustainable corrective and preventive actions; build strong, collaborative relationships with key client stakeholders.
• Oversee daily operations for custom projects—including prioritization, workload management, and resource planning—to ensure efficiency, scalability, and consistent quality; maintain robust governance structures aligned with business and client needs; sustainably integrate technology/AI to enhance efficiency and experience.
• Manage performance, engagement, and career growth of all team members while fostering a psychologically safe and inclusive work environment.
• Oversee performance and engagement of service- and project-specific freelance/contractual experts to ensure high-quality delivery.
• Support continuous learning initiatives to help the team adapt and thrive in an evolving industry landscape.
• Drive successful execution of new services/projects through clear workflows, strong client relationships, and effective governance; develop and maintain SOPs, templates, guidelines, and training materials to ensure consistent and scalable delivery.

Qualifications

• Bachelor’s/Master’s degree with 3+ years of operations management experience, including 2+ years in a people management role.
• Proven ability to lead high-performance, deadline-driven teams, manage engagement and growth, and collaborate effectively across cross-functional stakeholders.
• Strong service orientation with a deep understanding that customer perception defines reality, and a commitment to consistently delivering superior service.
• Demonstrated ability to leverage AI tools and emerging technologies to improve workflow efficiency, automate tasks, and generate actionable insights, along with agility in learning new tools.
• Experience with CRMs (e.g., Freshdesk, Jira, Zendesk), exposure to STEM publishing, and formal project management certification (Lean, Six Sigma, PRINCE2) or equivalent experience preferred.