Senior Operations Specialist

Named "One of the Most Innovative Companies in Design" by Fast Company, Monotype brings brands to life through type and technology that consumers engage with every day. The company's rich legacy includes a library that can be traced back hundreds of years, featuring famed typefaces like Helvetica, Futura, Times New Roman and more. Monotype specializes in the design, development, licensing, and management of typefaces and font technologies for the world’s biggest global brands and individual creative professionals, offering a wide set of solutions that make it easier for them to do what they do best: design beautiful brand experiences.

The Senior Operations Specialist is a deeply curious person with a keen eye for detail and deep empathy and compassion for colleagues and partners. This role will focus on improving our inventory lifecycle: learning by helping colleagues with questions and challenges by diving deeply into issues and seeing them through to resolution, developing and documenting new processes based on your learnings. This role is a key part of the Foundry and Inventory Operations team, working with a globally diverse team located in India, Germany, and the US, utilizing Jira & scrum methodologies. This is an important role within the business and a great opportunity to make a real difference to our internal processes and how we help our font partners. Your work will help teams at Monotype do things more efficiently and well. This role and our inventory are so foundational that the improvements you drive will be felt in the daily lives of employees and partners.

What you’ll be doing:

• Responsible for day-to-day operations around digital inventory at Monotype, including:
• Building business requirements and decision-making artefacts with which collaborative decisions are aligned on and ratified.
• Further building and reinforcing the feedback loop between foundry partners and our foundry platform through analysis of support data as well as feedback on planned platform features and updates through active user acceptance testing.
• Creation and implementation of user documentation and training content.
• Collaborating with our Global Data team to build requirements for necessary data sets to inform continuously improved methods, support for our Go to Market teams, and or Foundries and Foundry Platform.
• Preparing new vendors and their inventory for onboarding to our platform & facilitating the import of large libraries at scale.
• Investigating issues with fonts, escalating to engineering teams when necessary.
• Providing support to both internal and external users in ticketing system.
• Documenting detailed information and developing new processes to improve efficiency.
• Closely collaborate with Engineering, Product, and Go-to-Market teams to help answer questions about fonts and font data, providing insights into and fixing issues with the data.
• Identify, document and escalate as necessary any issues related to inventory.
• Provide support to our Go-to-Market and Product Management teams who rely on our inventory expertise, insight and data, as well as external partners and font sellers.

What we’re looking for:

• 7+ years' experience in soft inventory operations, support, and QA.
• Degree in technical, business, or related field.
• Experience with Excel, Confluence, and Data or Product Information Management Systems.
• Familiarity with Jira, Zendesk, Salesforce, or other ticketing/support software.
• High attention to detail and depth of curiosity to understand the bigger picture to design solutions to solve problems in efficient ways.
• Flexibility to work in old tools or software to keep the business moving forward while supporting creation of new processes and tools.
• Strong communication skills & experience supporting non-technical users.
• Self-sufficient and fast learner with strong understanding of user experience; desire to design solutions and fix data issues with the end-user in mind.
• Technical aptitude to understand data structures and improve processes around data.
• In-depth knowledge of Agile process and scrum principles and prior experience using Jira with a team, experience with QA/QE best practices.
• A team player who’s always thinking of ways to make our systems and data better.
• A simplification mindset; ability to see the big picture and design solutions to solve problems in simple efficient ways to create a solid foundation for future growth.
• Experience with Precisely EnterWorks or similar PIM/Master Data Management solutions (Akeneo, PimCore, Syndigo) a plus.
• Familiarity with fonts a plus.

What’s in it for you:

• Medical & Dental Insurance, and Eyecare vouchers to meet all your healthcare needs.
• Competitive compensation with corporate bonus program.
• A creative, innovative, and global working environment in the creative and software technology industry.
• Highly engaged Events Committee to keep work enjoyable.
• Reward & Recognition Programs (including President's Club for all functions).
• Professional onboarding program.
• Development and advancement opportunities (high internal mobility across organization).
• Great pension scheme to save for your future, and so much more!

Monotype is an Equal Opportunities Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.