Remote Publishing Ops Senior Associate

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

Benefits offered by this job

Annual bonus

Benefits package

Job summary

Penguin Random House LLC is seeking a Business Process & Support Senior Associate, open to remote work. Based in New York with global operations, you will provide application and process support, handle routine admin tasks, and help with training, testing and implementation activities.

The role emphasizes quick issue resolution, proactive process improvements, and knowledge sharing. Requires 2+ years in customer service, strong communication, and comfort with learning new systems;

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.

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 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.

Skills

Communication

Time management

Customer service

Prioritization

Attention to detail

Analytical thinking

Learning new systems

Job description

Penguin Random House LLC is seeking a Business Process & Support Senior Associate, open to remote work. Based in New York with global operations, you will provide application and process support, handle routine admin tasks, and help with training, testing and implementation activities.

The role emphasizes quick issue resolution, proactive process improvements, and knowledge sharing. Requires 2+ years in customer service, strong communication, and comfort with learning new systems;