Senior Author Operations & Services Specialist

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

Support the Author Operations and Services first level support team by providing escalation pathways to resolve operational and service issues across Author Services platform, Wiley Author Licensing Service, Open Access article publication charge and funding services.

Provide the author experience expertise at an operational, service and process level; proactively review the service delivered; act as Author Operations & Services SMEs on related projects and initiatives; collect, analyse and report on data related to Author Operations and Services support.

How you will make an impact:

• Manage escalated cases from first-level support, leveraging expertise in author content systems and publication processes to resolve issues and coach outsourced teams.
• Collaborate with Level 2 support teams to address system, content, or business challenges, proactively ensuring timely resolutions and effective communication.
• Monitor and report on the performance of outsourced teams, ensuring compliance with processes and maintaining up-to-date service guides, FAQs, and response templates.
• Drive improvements in author-facing workflows, conducting UAT, documenting updated processes, and delivering training to ensure seamless project implementation.
• Act as a subject matter expert for Author Operations & Services, collaborating with Product Development and Business Analysts to enhance processes, define requirements, and support test planning.
• Stay informed about intellectual property, Open Access trends, and advancements in technology to enhance the author experience and Wiley's service offerings.

• Analyse and report data on author operations, providing actionable insights to optimise services and address emerging needs.

We are looking for people who:

• Possess a relevant qualification (degree or equivalent) and/or experience in a production or operational capacity in publishing or Customer Support.
• Have knowledge of publishing production processes, including traditional and technology-based workflows, and an understanding of the author experience.
• Are proficient in using MS Office to enhance productivity and manage multiple priorities in a fast-paced environment, thriving under pressure to meet deadlines and adapt to evolving needs.
• Communicate effectively in written and verbal English, adapting style for clarity and impact, while demonstrating active listening.
• Show excellent personal organisation, with the ability to set goals, manage time efficiently, and maintain attention to detail in a high-volume workload.
• Build collaborative relationships across diverse teams and cultural environments, with openness to overseas travel as required.
• Take initiative to address challenges, demonstrate sound judgement, and pursue personal and professional development.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.