Publisher Operations Analyst
Posted 22 days ago
You'll complete your application on Yext's career site.
About the Role
In this position, you will develop a deep understanding of publisher concepts and workflows through continuous learning about product updates. Your duties will include investigating, escalating, and resolving challenging client problems within a network of over 200 publishers. You are expected to act as a representative of the company when communicating with clients and publishers, while also efficiently managing operational workflows. This role necessitates collaboration with internal departments like Support, Client Success, Operations, Product, and Engineering. You will handle numerous incoming requests, meet service level agreements, troubleshoot product-related challenges, and create and update documentation for internal procedures. Furthermore, you will gather product feedback for relevant parties and coordinate with Engineering and Product teams on feature implementation, overseeing both internal procedures and an external team.
Requirements
- Candidates should possess a BA/BS degree or similar level of education, along with a readiness to learn and adapt.
- The ability to thrive in a fast-paced environment while managing multiple priorities is crucial.
- You should have excellent time management and organizational skills, a detail-oriented mindset to tackle complex issues, and strong communication skills to interact effectively with external contacts.
- Proficiency in Excel and experience in writing SQL queries are required.
- Familiarity with APIs and scripting for data manipulation is preferred, along with proficiency in additional languages such as Spanish, French, or German.
Responsibilities
- The responsibilities of this role include mastering publisher concepts and workflows while actively managing and resolving client issues.
- You will communicate effectively with clients and publishers, monitoring the operational pipeline and ensuring timely issue resolution.
- Your role requires you to collaborate across various teams, using your problem-solving skills to manage and prioritize incoming requests effectively.
- Additional duties include meeting quarterly targets for quality assurance, customer satisfaction, and productivity.
- You will analyze complex product and publisher issues, document internal processes and feedback, and work closely with Engineering and Product teams to implement new features.
- Maintaining Yext's category taxonomy and managing support for an outsourced team is also a vital part of your responsibilities.
Benefits & Perks
- Joining Yext offers a collaborative environment that fosters positive team culture and encourages ownership and responsibility in your role.
- You will have the opportunity to directly impact client experience and contribute to the ongoing success of Yext's products.
- The company's commitment to skill development and personal growth will further enhance your career trajectory.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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