Junior Business Operations Analyst, Ebooks

仕事内容

Here at Rakuten Kobo Inc. we offer a casual working start-up environment and a group of friendly and talented individuals. Our employees rank us highly in terms of commitment to work/life balance. We realize that for our employees to be innovative, creative, and passionate they need to feel supported and valued.

If you’re looking for a company that inspires passion, along with personal and professional growth – join Kobo and come help us make reading lives better.

The Role:
The business operations team is responsible for the daily operation of Kobo’s content business. Our content analysts are aligned by functional area and are advocates for the publisher, author, partner, and customer experience as it relates to their functional area.

This role is responsible for providing system support to Rakuten Kobo’s ebook publishers, from incoming content processing, to the display of content on consumer devices. Reporting to the Team Lead of Business Operations, the Junior Business Operations Analyst, Ebooks is the first level contact for all ebook-related issues, including investigation of metadata and content processing failures, content policy adherence, catalogue reporting, and incoming requests from customers and partners. The Junior Business Operations Analyst, Ebooks collects feedback and metrics from the tickets and processes they handle and works to create reports for our content management team to support requests for enhancements to improve the publisher support or customer experience.

The Junior Business Operations Analyst, Ebooks is also the main point of contact between Business Operations and Kobo’s other internal teams, providing catalogue reporting and answering operations questions about the catalogue as required. They handle a number of operational tasks that facilitate Kobo’s catalogue maintenance and growth, including new account creation, changes to accounts, and the closure of accounts as needed.

As the owner of most catalogue processes and our Zendesk ticketing queues, the Junior Business Operations Analyst, Ebooks plays a key role in the development of internal requirements for updates or changes to system behaviour. They oversee and analyse data from the various Business Operations ticketing queues to uncover trends and provide feedback to drive operational improvements and technology investments. Upon the release of new features, they will work collaboratively with the rest of the business operations team to facilitate the creation of supporting documentation and training to ensure the entire team is informed and comfortable with changes.

The Person:
The ideal candidate is a generalist who is able to jump on any problem, and is focused on efficiency. A balance of technical skills and strong communication and organization skills are key for success in this role. You thrive in a fast-paced environment, can quickly adapt to changing priorities, and can work independently. Where constant change frightens others, you see opportunities to learn, grow, and make a lasting contribution. The successful candidate will be a highly-adaptable team player who enjoys supporting a globe-spanning team and delivering quality service to internal and external stakeholders.

Key Accountabilities:
Responsible for the oversight and day-to-day operations of Rakuten Kobo’s ebook catalogue by providing front-line support and triage of publisher and content issues and improving workflow processes. A major contributor to roadmap prioritization and project management efforts. Works collaboratively with project teams to enable continuous improvement.

Front-line support
First point of contact for incoming tickets related to ebook catalogue
First point of contact for publishers
Investigate, troubleshoot, solve or escalate issues as required
Provide weekly and monthly reporting on ticketing KPIs
Ensure all publisher communication is clear, consistent, and held to a high standard

Continuous Improvement
Review and analyze recurring issues and communicate recommendations based on findings
Collect and provide publisher feedback on delivery issues, bugs, or metadata challenges to cross functional teams and suggest solutions for improvement
Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver insights that drive action
Ensure all ebook-related processes are well documented and kept up-to-date

Content Policy Review
Team owner of all content policy review processes
Lead business operations team in reviewing content for its adherence to our content policy, including erotica, mein kampf, hate speech, and other topics as identified by our content management team
Provide regular reporting on policy violations and process efficacy
Research methods of improving review process

Account Management
Working with Content Management Project Specialist, perform account closure process ​

Ad Hoc Reporting & System Support
Work closely & hand in hand with other departments to respond immediately to relevant operations needs.
Create and pull catalogue reports using SQL or our internal content management system as requested
Prepare technical reports by collecting, analyzing and summarizing information and trends
Support non-operations teams with tasks requiring interaction with our technical content systems

Team Development
Lead and mentor one intern who assists with KWL tasks and supports the wider BusOps team by handling the initial investigation of content questions or issues and will assist with other special projects

Qualifications
A strong interest in digital media, books, self-publishing, and technology - if it’s your heart’s desire to be an editor, you aren’t going to have much fun. But if it’s a potent mix of technology, self-publishing, and books, you’re in the right place
College/university diploma or equivalent course study, ideally with a focus on publishing or book selling programs, a college/university diploma or work/project experience in the realm of digital media/content, or other books related experience (for example: experience working at a bookstore, running a book blog/Bookstagram/BookTube)
1-2 years experience working in digital publishing, bookselling, or equivalent digital content management role
1-2 years experience in a role that required analyzing data and building reports, ideally using SQL
Demonstrated ability to analyze data and use the data to drive decision making
Familiarity with ONIX and other digital publishing standards and/or processes
Experiencing working with Zendesk or other customer service helpdesk tools to provide technical support
The ability to build strong relationships with a decentralized team working across several different countries and time zones
Highly developed sense of urgency with respect to solving external stakeholder concerns
Flexibility and ability to juggle many projects and priorities simultaneously
Excellent organizational skills, strong initiative, and the ability to keep cool under pressure to meet tight deadlines
Strong communication skills: you have the ability to compose a professional email and handle ongoing communication with external parties regarding technical issues, you aren’t afraid to ask questions or follow up on action items or requests for information
Experience with the Kobo ecosystem: you’ve read a book from Kobo, know how our apps and devices work, and are familiar with our reading experience

The Perks:
Flexible and remote working environment
Full benefits starting from your first day
Paid Volunteer days, unlimited sick days, and 3% RRSP matching
Monthly commuting allowance
Flexible health spending account
Talent and development training budget
Free Kobo device + free weekly e-book or audiobook
Frequent Lunch and Learns Author series
Weekly Kobo Tech University sessions
Weekly trivia happy hours (Thirsty Thursdays, as we like to call it)
Maternity/paternity leave top up

About Rakuten Kobo Inc.
Owned by Tokyo-based Rakuten and headquartered in Toronto, Rakuten Kobo Inc. is one of the most advanced global ecommerce companies, with the world’s most innovative eReading services offering more than 6 million eBooks and audiobooks to 30 million + customers in 190 countries. Kobo delivers the best digital reading experience through creative innovation, award-winning eReaders, and top-ranking mobile apps. Kobo is a part of the Rakuten group of companies.

Rakuten Kobo Inc. is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in the selection process are available on request. Any information received related to accommodation needs of applicants will be addressed confidentially.

Rakuten Kobo would like to thank all applicants for their interest in this role however only qualified candidates will be shortlisted