Overview
Are you a highly organized, data-driven person with exceptional communication and project management skills? Do you have career experience in client operations, inventory management, or business intelligence and are looking to expand your portfolio?
HarperCollins is looking for an Associate Director, Customer Operations to lead our efforts to increase operational efficiency across our customer partnerships. This role reports to the VP, Sales Operations and is an ideal career opportunity for anyone growing into a leadership role. The role serves at a critical juncture between our internal teams and our external customers. The Associate Director is responsible for overseeing a multitude of operational efficiency projects including order management, warehouse operations, vendor compliance, customer reporting, and best practice processes. This role will also project manage account-specific operational projects and identify efficiencies and solutions from ideation to implementation on key workflows. This role includes collaboration with a multitude of departments and is an opportunity to take a leadership role on a growing team. The ideal candidate has excellent written and verbal communication skills and is a proactive self-starter who is comfortable tackling complex projects, with a strong operational, data-driven background. This is a hybrid position based out of our New York office.
Responsibilities
- Oversee day-to-day customer operations for the division, including order management + consolidation, freight + shipment processes, vendor set up + compliance, and digital operations + workflows.
- Spearhead operational efficiency projects with internal stakeholders and our customers to streamline workflows to support accounts.
- Develop + implement operational best practice processes and documentation for our customers, including needs around freight management, affidavits, carton packaging and other key functions.
- Partner with customer service and logistics teams for best practices to support customers including management of returns, damages, online ordering, and customer engagement.
- Develop + execute reporting around key account orders to identify workflow issues, waste management, and best practices around order types.
- Develop and analyze reporting from our Inventory and Sales teams to identify cost savings and operational opportunities with an eye for innovation.
- Project manage new initiatives for customer operations, including managing schedules, requirements, and deliverables.
- Serve as customer operations liaison with IT/Solutions team for systems needs, improvements and opportunities.
Qualifications
- College degree or equivalent work experience
- Minimum of 4+ years' experience in an Operations or Business Analytics role; publishing experience a plus.
- Must be proactive, detail-oriented and incredibly organized with an ability to work well independently or with a team.
- Excellent project management skills, with the ability to work across multiple deadlines. Project management experience with tools like Asana, JIRA, Airtable, etc. a plus.
- Exceptional communication skills, with the ability to work with a variety of stakeholders across different divisions.
- Advanced Excel skills, including the ability to handle reporting, pivot tables, and data validation.
- Experience with ONIX and metadata a plus.
- Ability to multi-task, prioritize and take initiative
HarperCollins Publishers is an equal opportunity employer.
Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Sales and Business Development
- Industries: Book and Periodical Publishing
The salary range for this position is $90,000 - 100,000. A comprehensive benefits package is provided, including health, retirement/savings, caregiving, emotional wellbeing, transportation, and elective benefits. HarperCollins emphasizes flexibility in compensation offers and notes that the quoted range is a good faith estimate based on candidate experience and other factors.
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