Business Process & Support Senior Associate (Open to Remote)

Bertelsmann-Jobs; New York (NY); Remote; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with match

Paid time off

Job summary

Penguin Random House is seeking a Business Process & Support Senior Associate who can work remotely. The role handles application and process support, admin tasks, and contributes to training, testing and implementation activities for departmental systems.

Ideal candidates have at least 2 years of customer service experience, strong communication skills, and the ability to manage a high workload while adapting to changing priorities in a publishing environment.

Qualifications

• Minimum 2 years of customer service experience; publishing experience a plus
• Excellent communication, time management, and customer service skills
• Ability to prioritize a high volume of work

Responsibilities

• Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders
• Troubleshoots internal system issues with the user community and IT; triages and escalates appropriately
• Monitors the department inbox to ensure issues are escalated to the correct team member in a timely manner
• Suggests improvements to existing systems and processes by spotting trends in user issues
• Promotes knowledge transfer by documenting issues, building a knowledge base, and communicating best practices to users
• Trains users on core systems after establishing a knowledge base
• Performs recurring operational and administrative tasks supporting departmental systems and processes
• Participates in application testing, implementation activities, and departmental projects as appropriate

Skills

Customer service

Communication

Time management

Prioritization

Attention to detail

Analytical thinking

Learning new systems

Adaptability

Job description

Business Process & Support Senior Associate (Open to Remote)

• Full-time
• Compensation: up to USD 65,000 - yearly

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 300 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/.

The Business Process & Support Senior Associate will provide application and process support, assist with support administration and recurring operational tasks, and contribute to training, testing, and implementation activities. The role will develop expertise in select support areas, with opportunities to expand responsibilities based on demonstrated strengths, interests, and evolving business needs.

Specific responsibilities include:

• Responds quickly to daily user issues and requests and maintains a positive relationship with stakeholders.
• Troubleshoots internal system issues with the user community and IT. Triages and escalates appropriately.
• Monitors the department inbox to ensure that all issues are escalated to the correct team member in a timely manner.
• Suggest improvements to existing systems and processes by spotting trends in user issues.
• Promotes knowledge transfer within and beyond the team by documenting issues and processes, building a knowledge base, and communicating best practices to users.
• After establishing a significant knowledge base, trains users on core systems.
• Performs recurring operational and administrative tasks supporting departmental systems and processes.
• Participates in application testing, implementation activities, and departmental projects as appropriate.

Qualifications

• Minimum 2 years of customer service experience; publishing experience a plus
• Excellent communication, time management, and customer service skills
• Ability to prioritize a high volume of work
• Detail-oriented with the ability to see the big picture
• Analytical and data driven
• Skilled at learning new systems
• Adaptable to change and willingness/ability to wear multiple “hats” at once

The salary for this position is $65,000.00.All positions are currently eligible for an annual profit award or bonus, subject to company results.

Penguin Random House job postings include a good faith compensation range for each open position. The salary range listed is specific to each particular open position and takes into account various factors including the specifics of the individual role, and candidate's relevant experience and qualifications.

Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off.

Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here .

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here .

Wevalue the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

All your information will be kept confidential according to EEO guidelines.