Operations Manager

Morgan Healey Exclusive 

Our client, a leading STM Publisher requires a new Operations Manager who will be responsible for the set-up of external editorial and production suppliers, followed by ongoing management.

The Operations Manager will manage a team of Editorial Production Editors responsible for ensuring day-to-day quality and answering queries from suppliers. You will also review and implement internal operational changes. The role holder should expect travel to vendor locations, and to other office locations around the world.

Key Responsibilities:

  • Providing expertise on systems and processes, recommending improvements and new ways of working
  • Implement and oversee successful process changes at operational locations
  • Creating and maintaining documentation relating to process including: Production style guides – Workflow flowcharts – Vendor training instructions – Policy documentation – Role specific checklists – Editorial guidelines – Email templates
  • With the Operations Director, create request for proposals for each department to assess external suppliers
  • Manage the set-up of new external vendors to perform operational tasks
  • Manage team of Editorial Production Editors, including recruitment, appraisals etc.
  • Train the vendors on systems and processes
  • Answering vendor queries
  • Ensuring vendors are using the systems correctly
  • Managing projects related to operational processes
  • Deputising in the absence of the Operations Director
  • Regularly providing data, feedback and reports to vendors in order to implement an ever improving author experience
  • Overseeing projects as new opportunities arise, and alongside developments in operations
  • From time to time, you may attend conferences relevant to operations

Skills & Experience:

  • 5 years experience of either production or editorial experience in an STM environment
  • Experience working with overseas vendors

UK Regional Support, Training & Marketing Representative

Our client, a leading cloud platform provider that allows reachers to store, collaborate and publisher their research, requires a new UK Regional Support, Training & Marketing Representative.

This is a hybrid support, training and strategic marketing position. It will be the first employee of a new UK based operation, supporting users in England primarily and secondarily internationally.

Successful candidates will establish relationships with key influencers, decision makers and product users in in higher education institutions in scientific research functions, scientific instruction, administration and IT.

We need an individual who enjoys working with customers in a variety of ways including, technical support, training, documentation, marketing and supporting sales efforts. This is a key role that will interface directly with their customers (laboratory professionals and lab science teaching professors) and to resolve problems, answer questions and conduct application training.

In addition, there will be marketing responsibilities including lead generation, pre-sales presentations, and communications. This is a home-based positing, operating in England around the London/Oxford area with frequent travel required.

Skills & Experience:

  • At least 5 years related experience, or equivalent combination of education and enterprise experience with scientific software to the academic & research markets.
  • Experience training, supporting enterprise SaaS based solutions pre- and post- sales.
  • Higher Education training/support/sales experience a plus.
  • Ability to develop a deep understanding of their products as well as the needs of science instruction at the university level & research data management in academic/government/corporate research labs.
  • Able to operate in a team environment and engage high-level decision makers.
  • Strong record of establishing relationships and maintaining operating metrics.
  • High level of enthusiasm.
  • Strong problem-solving skills; able to manage several projects simultaneously, function well in a fast-paced environment and coordinate effectively with other team members
  • Scientific Lab course experience / Science / Engineering degree a plus.
  • Demonstrate excellent written and verbal communications skills. Experience presenting products (in person and via online meetings).
  • Willingness for frequent travel and the occasional trip to the USA office.

Operations Manager – Germany

Our client, a leading provider or solutions to the publishing sector requires an Operations Manager based in Germany. 

The candidate will manage overall operations and is responsible for the effective and successful management of freelancers, productivity, and quality. Serve as a company representative to local customers. Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems. 

Responsibilities:

  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees
  • Help set up and maintain facilities in eastern Europe
  • Manage and support freelancer / employees
  • Work with solutions team in new process development, implementation and management
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
  • Plan and review compensation actions; enforcing policies and procedures
  • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends
  • Analyze process workflow, employee and space requirements and equipment layout; implement changes
  • Meet or exceed operations labor budget expectations
  • Manage staff levels, wages, hours, contract labor to revenues
  • Manage relationships with key operations vendors
  • Track vendor pricing, rebates and service levels
  • Review and approve all operational invoices and ensure they are submitted for payment
  • Serve as primary point of contact when there are customer issues related to quality, customer service
  • Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints
  • Work closely with management team to set and/or implement policies, procedures and systems and to follow through with implementation.

Skills & Experience: 

  • Degree Educated
  • 7-10 years of experience in the publishing or related fields.
  • Strong systems and operations background
  • Excellent communication and influencing skills with both internal and external contacts.
  • Ability to work cooperatively with colleagues at all levels and as part of a team.
  • Good organisational and time-management skills are required together with the ability to work under pressure, prioritise and to meet deadlines.
  • Proactive approach to problem solving.
  • High level of computer literacy (including MS Office, Outlook, internet browsers and CRM), proven experience with social media is preferred.
  • Focused on objectives and results.