Publisher Operations Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Master the concepts, workflows, and requirements of publishing while remaining updated on evolving products.

• Investigate, escalate, and resolve challenging client issues across a network of over 200 publishers.

• Serve as a representative of Yext to clients and publishers.

• Collaborate with publishers to manage operational pipelines, address issues, and communicate status updates to clients.

• Work collaboratively across departments including Support, Client Success, Operations, Product, and Engineering.

• Oversee and prioritize multiple inbound requests until completion.

• Manage ticket strategies and comply with Service Level Agreements (SLAs).

• Achieve or surpass quarterly Quality Assurance (QA), Customer Satisfaction (CSAT), productivity, and Key Performance Indicator (KPI) targets.

• Diagnose product and publisher issues using complex processes and detailed nuances.

• Develop and maintain internal process documentation.

• Gather and consolidate product feedback for internal stakeholders.

• Coordinate with Engineering and Product teams to scope, test, and implement new features.

• Maintain the Yext category taxonomy and align categories with partner and publisher lists.

• Oversee the outsourced team, including daily checks and support for escalated issues.

• Utilize SQL, Snowflake, and scripts to assess operational health, audit client accounts, and resolve issues at scale.

⛳️ Requirements

• Bachelor’s degree or equivalent college-level education.

• Willingness and adaptability to learn and contribute effectively.

• Comfort in a fast-paced environment with multiple priorities and responsibilities.

• Ability to work efficiently and independently, demonstrating excellent time management and organizational skills.

• Detail-oriented approach with the patience to navigate complex issues.

• Exceptional interpersonal and cross-departmental communication skills with external contacts.

• Proficiency in Excel.

• Experience in writing SQL queries.

• Preferred: Familiarity with APIs.

• Preferred: Basic experience in writing scripts to automate tasks or manipulate data.

• Preferred: Proficiency in Spanish, French, and/or German.

🏝️ Benefits

• Supportive and collaborative team environment.

• Positive team culture.

• Ownership and responsibility that directly impacts client experience and the success of Yext products.

• Opportunities to enhance skills and capabilities.