Journal Manager-0522-PH-112

RELX Inc.; Philadelphia (Philadelphia County); On-site; USD 54,000 - 90,000; Full time

Job summary

RELX Inc. in the United States is seeking a Customer Journey Management specialist to oversee author and reviewer journeys across journal portfolios, and to collaborate with editors, publishers and researchers to optimize publication workflows.

The role emphasizes troubleshooting publication problems, driving improvement in journal operations, and delivering high-quality customer support to researchers, with emphasis on cross-functional teamwork within the JM group.

Qualifications

• Experience with journal publication processes and stakeholder collaboration.
• Ability to troubleshoot publication-related problems using defined procedures.
• Strong cross-functional collaboration and communication skills.

Responsibilities

• Be accountable for author and reviewer journeys across journal portfolios and monitor trends.
• Troubleshoot publication-related problems using established procedures and escalate when needed.
• Deliver high-quality customer support to researchers to minimize effort in the publication journey.
• Develop relationships with editors, publishers, societies and researchers to meet shared objectives.

Skills

Customer journey management

Problem solving

Stakeholder engagement

Editorial/workflow knowledge

Job description

Customer Journey Management

• Be accountable for author and reviewer journeys across your journal portfolio, monitoring journal trends, bottlenecks and anomalies in Researcher Support work and outsourced production work. Lead discussions with publishers on trends, and recommend actions where needed.
• Troubleshoot publication-related problems using relevant tools and established procedures, ensuring effective resolution of standard and complex problems. Where relevant, hold the right people accountable for solving these issues.
• Deliver a high standard of customer support to researchers to maximize their satisfaction and minimize their effort in the publication journey.
• Develop strong relationships and work collaboratively with editors, publishers, societies and researchers to meet shared objectives, as a journal publication process expert.

Workflow Optimization

• Adopt an innovative, continuous-improvement mindset; analyze data, reports and workflows to identify opportunities to improve speed and efficiency, and optimize quality, across standard and non-standard workflows.
• Be accountable for optimizing journal configuration and workflows in line with Journal Operations strategy, working in tandem with the Publisher to drive improvements and taking wider journal context into account (e.g. society renewals).
• Lead discussion with internal and external contacts to provide guidance on workflows and changes that will strategically benefit journals.
• Champion change; progress your portfolio and participate in projects that drive change, balancing customer and business interests.
• Support initiatives that drive innovative approaches to optimization, and keep up to date with wider innovation projects.
• Be an active, collaborative and constructive representative of the JM group in support of projects and initiatives facilitated by other operational departments.

Content Delivery

• Plan issue publication schedules and ensure articles and issues are published accordingly, flexing to support Journal Operations content growth and issue realisation targets when required.
• Monitor journal performance in content delivery and quality, and proactively optimise workflows to support content delivery strategy.
• Support and take an active role in initiatives to drive content growth and publication speed.

U.S. National Base Pay Range: $53,900 - $89,800. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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