Operations Analyst, Journals Customer Service & Fulfilment · London, United Kingdom

Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage: Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.

Our guaranteed independence means we’re free to:

• Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact.
• Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning.
• Think long-term – experimenting, taking risks, and investing in new ideas.

About our Team: Our dynamic team is committed to delivering an outstanding publishing experience for our authors and readers. We play a crucial role in maintaining and improving the Sage Journals: Licensing & Payment platform, ensuring that our publishing process remains seamless. We closely collaborate with various departments to drive project work, product improvements, and build efficient processes, encouraging an environment of continuous improvement.

Could you be our new Operations Analyst? Are you?

• Experienced working within academic publishing, with a solid understanding of publishing workflows and operational contexts?
• Experienced in analysing and redesigning processes, by using process mapping and the application of lean methodology to drive continual improvement?
• Highly analytical and numerate, able to turn investigative findings into clear insights that inform operational and business decisions?
• Curious and proactive, approaching challenges with initiative and a desire to learn, grow, and improve processes?
• A strong collaborator and communicator, who’s experienced working across multiple teams?
• Focused on maintaining a customer-centric approach when resolving issues and improving customer experience?
• Experienced in delivering high-quality customer service in a professional environment, including using ticketing tools to manage and resolve queries?
• Confident using MS Office and digital platforms, and quick to learn new systems?
• Highly organised with strong time management skills to handle a varied workload in a fast-paced environment?

Your new role: As an Operations Analyst, you’ll play a key role in supporting and enhancing Sage’s journals portfolio by reviewing, designing, and improving processes across the Journal Operations team. You will lead ongoing improvement efforts that deliver a consistently high-quality customer experience for authors and partners. You will serve as a subject matter expert for the Sage Journals: Licensing & Payment system by offering mentorship, training, and clear documentation to colleagues. Support knowledge sharing within the team and actively advocate for platform and workflow enhancements that benefit both the business and its customers.

• Lead the regular review, design, and improvement of Journal Operations processes using lean methodology, driving initiatives that deliver measurable operational and customer impact.
• Provide clear, timely, and professional responses to customer queries, ensuring every interaction prioritises customer experience.
• Coordinate the successful set-up and automation of Open Access deals and transformative agreements, partnering with institutions and consortia.
• Become a trusted expert for the Sage Journals: Licensing & Payment platform, reviewing processes and raising issues when needed.
• Work closely with colleagues to share knowledge, produce clear documentation and deliver training that supports excellent customer service.
• Analyse data to uncover trends, inform business decisions and advocate for Journal Operations needs in system and product development discussions.
• Collaborate with peers on cross-functional projects, delegating tasks where appropriate and ensuring successful outcomes.

Overview of benefits:

• 25 days annual leave (plus bank holidays) with 2 additional floating personal days.
• Hybrid working up to 2 days per week in office and a home working allowance.
• Life assurance, income protection, and travel insurance.
• Private medical cover and access to the company doctor.
• Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
• Variety of snacks and beverages available in the office.
• Healthy lifestyle reimbursement and anniversary trips.
• Access to Company loans (season ticket loan, rental deposit loan, cycle loan).

We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application. We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email humanresources@sagepub.co.uk. Please note we only accept applications via email if an adjustment has been agreed.

Closing date for applications: Tuesday 12th May 2026. To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.

Diversity, Equity, and Inclusion: At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.