Manager, Operations & Support Services

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Your Opportunity:

EBSCO is seeking a Manager, Operations & Support Services to work with a team responsible for supporting operational processes between our worldwide regional offices and our publisher partners around the world. In addition to being accountable for the performance and results of a team, the individual should have a passion for streamlining operations and a proven track record of process improvement. In addition, we are seeking a leader who can drive success among a team and the organization at large and must be able to communicate and partner effectively with operational managers and staff and represent EBSCO’s operational activities to external business partners. 

The ideal candidate will be a process-oriented leader who can effectively identify and implement workflow improvements even while work is in progress. The individual will help the team improve current KPI metrics and work to refine and/or identify new performance indicators. Transparency of performance is important, so the candidate will need to develop appropriate channels of communication and communicate proactively both internally and externally. A self-motivated leader who enjoys a fast-paced environment who can quickly adapt business plans and priorities to address resource and operational challenges as needed.

What You’ll Do (Primary Responsibilities):

• Oversee a team who provides operational support services for internal and external partners
• Work with team members to document and streamline processes for work management
• Evaluate team performance against KPIs; work with team members to achieve current metrics, reduce process time and develop new relevant KPI metrics
• Develop appropriate channels of communication and proactively communicate with other operational teams regarding status and backlog.
• Partner with other operational managers to refine business processes and workflow across teams. 
• Represent EBSCO’s operational activities to external business partners, understanding their requirements and communicating regularly regarding status and outstanding work
• Serve as a business subject matter expert for programming/development teams

Your Team:

• This position will manage an experienced support team within our Publisher Operations group
• The team works in a fast-paced environment and manages high work volumes
• The team collaborates regularly with both internal and external partners

About You:

• Experience in leading and coaching teams to become champions of process improvement
• Working knowledge of process mapping, analytics, and continuous improvement techniques
• Excellent analytical and problem-solving skills
• Ability to effectively communicate at all levels of the organization as well as externally
• Training/certification in Business Process Improvement

What sets you apart:

• Ability to relate to staff at all levels and to achieve consensus among team members and various operational groups
• Desire to collaborate with and seek out input of other operational managers with the goal of improving quality and efficiency across teams
• Competency with Excel (including intermediate/advanced functions) and experience with business intelligence software (eg: Tableau, Power BI)
• Experience with Microsoft suite of products (Word, Outlook, PowerPoint)
• 4-year degree in management or business-related field
• Training/certification in Business Process Improvement

Our Offer to You:

Target Annual Compensation Range: $74,790-$133,550

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. EBSCO provides a generous benefits program including medical, dental, vision, life and disability insurance, flexible spending accounts, a retirement savings plan, paid parental leave, holidays and paid time off (PTO), as well as tuition reimbursement. View more about EBSCO’s benefits 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.