Publisher Support Rep II

EBSCO Information Services; Birmingham (AL); Hybrid; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Retirement Savings Plan

Paid Parental Leave

PTO

Job summary

EBSCO Information Services in Birmingham, AL, is seeking a Key Publisher Support Representative (Publisher Operations Specialist) to serve as a critical liaison between EBSCO, global offices, and publisher partners. You will manage complex operational processes that impact customers and partners worldwide.

The role requires relationship management, critical thinking, attention to detail, and the ability to navigate cross-team workflows.

Qualifications

• High school diploma or GED.
• 2+ years of experience in an operational, administrative, customer support, business support, project coordination, financial operations, vendor management, or related role.
• Experience using Microsoft Office applications including Excel, Outlook, and Word.
• Demonstrated success managing multiple priorities, deadlines, and competing demands.

Responsibilities

• Manage high-volume, high-value operational transactions with accuracy, timeliness, and customer satisfaction.
• Serve as the primary operational contact for assigned publisher partners, developing expertise in their products, pricing models, policies, and business requirements.
• Collaborate with EBSCO's global offices and external vendors to resolve complex order, invoice, payment, and pricing-related issues.
• Research, analyze, and reconcile data across multiple systems to ensure accurate processing and reporting.
• Monitor workflows and identify potential risks, delays, or exceptions requiring action.
• Maintain operational records and update business systems to track order confirmations, invoicing, payments, and account activity.
• Create and distribute reports that support decision-making for internal teams and publisher partners.
• Participate in process improvement initiatives by identifying workflow efficiencies, documenting best practices, and supporting operational excellence.
• Assist with training documentation, standard operating procedures (SOPs), and knowledge-sharing initiatives.
• Contribute to special projects and departmental initiatives that improve scalability, accuracy, and customer experience.

Skills

Workflow improvement

Data analysis

Training documentation

Vendor/customer management

Education

High school diploma or GED

Tools

Excel

Outlook

Word

Job description

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we’re driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information — when, where and how people need it. We’re seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

As a Key Publisher Support Representative (Publisher Operations Specialist), you will serve as a critical liaison between EBSCO, our global offices, and strategic publisher partners. You will manage complex operational processes that impact customers and partners worldwide. We work in a fast-paced, collaborative environment where success depends on communication, adaptability, problem-solving, and a commitment to continuous improvement.

Success in this role requires strong relationship management, critical thinking, attention to detail, and the ability to navigate complex processes across multiple teams and systems.

This position is hybrid. Team members are in the office at least once weekly, and are in the office for training, collaboration sessions, and business needs as required.

What You'll Do

• Manage high-volume, high-value operational transactions with a focus on accuracy, timeliness, and customer satisfaction.

• Serve as the primary operational contact for assigned publisher partners, developing expertise in their products, pricing models, policies, and business requirements.

• Collaborate with EBSCO's global offices and external vendors to resolve complex order, invoice, payment, and pricing-related issues.

• Research, analyze, and reconcile data across multiple systems to ensure accurate processing and reporting.

• Monitor workflows and identify potential risks, delays, or exceptions requiring action.

• Maintain operational records and update business systems to track order confirmations, invoicing, payments, and account activity.

• Create and distribute reports that support decision-making for internal teams and publisher partners.

• Participate in process improvement initiatives by identifying workflow efficiencies, documenting best practices, and supporting operational excellence.

• Assist with training documentation, standard operating procedures (SOPs), and knowledge-sharing initiatives.

• Contribute to special projects and departmental initiatives that improve scalability, accuracy, and customer experience.

About You

• High school diploma or GED.

• 2+ years of experience in an operational, administrative, customer support, business support, project coordination, financial operations, vendor management, or related role.

• Experience using Microsoft Office applications including Excel, Outlook, and Word.

• Demonstrated success managing multiple priorities, deadlines, and competing demands.

What Sets You Apart

• Experience improving workflows, documenting processes, or supporting operational excellence initiatives.

• Experience analyzing data and using reporting to support business decisions.

• Experience creating or maintaining work instructions or training documentation.

• Experience working with external business partners, vendors, suppliers, or customers.

Pay Range

USD $38,130.00 - USD $54,470.00 /Yr.

The actual salary offer will carefully consider a wide range of factors including your skills, qualifications, education, training, and experience, as well as the position’s work location.

Our Work Policy: We value the balance of remote focus and in-person connection. For all our roles not designated as onsite, candidates living within a 30-mile radius of one of our hub office locations (Ipswich, MA; Birmingham, AL; Contoocook, NH) are required to be on-site one day designated by their team for collaboration and syncs. If you reside outside of this 30-mile range, the position is considered fully remote.

EBSCO provides a generous benefits program including:

-Medical, Dental, Vision, Life and Disability Insurance and Flexible spending accounts

-Retirement Savings Plan

-Paid Parental Leave

-Holidays and Paid Time Off (PTO)

-Mentoring program

And much more! Check it out here: https://www.ebsco.com/about/benefits

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Location US-AL-Birmingham

ID 2026-2053

Category Administration

Position Type Full-Time Regular

Remote Hybrid