Business Operations Intern, Audiobooks

1 week ago

Toronto, Ontario, Canada Rakuten Kobo Full time

Job Description:
Business Operations Intern - Audiobooks & KWL - Internship - 12 Months

Rakuten Kobo

Here at Rakuten Kobo Inc., our mission is to make reading lives better. We stand for readers.

We also stand for our employees - from interns and co-ops to permanent staff - and support their growth and development.

Whether you are a student at the start of your career or a professional carving a different path, our early career opportunities are built with you in mind-with experiences tailored to your individual skills and interests.


We offer a start-up environment, interesting and engaging work within the technology and publishing industries, and a group of friendly and talented individuals.

Additionally, our employees rank us highly in terms of commitment to work-life balance and a company culture committed to caring for our employees.


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


The Role:
Rakuten Kobo Inc.

is looking for a Business Operations Intern - Audiobooks & KWL (Kobo Writing Life) to join our Business Operations team as an intern for 12 months starting September 2023.

The team is comprised of many highly talented enthusiastic individuals who ensure the services and offerings from Kobo are available to both internal and external customers.

This role is specifically responsible for monitoring and resolving inbound requests from internal teams, publishers, and customers.

Reporting to the Business Operations Analyst, Audiobooks, the Business Operations Intern, Audiobooks & KWL acts as the first level triage for most inbound audiobook-related issues, including investigation of metadata and content processing failures, and incoming requests from customers and partners.


The Business Operations Intern, Audiobooks & KWL is also responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional areas.

They may also assist in creating relevant publisher help centre content.


The Business Operations Intern, Audiobooks & KWL supports the Business Operations Analyst, Audiobooks and the Business Operations Analyst, KWL in collecting feedback and metrics from the tickets, QA issues, and approval queues they handle.

The data they collect and provide from the various Business Operations ticketing queues in their work is then used to uncover trends and provide feedback to drive audiobook technology and operational improvements and investments for both audiobooks and Kobo's self-publishing program, Kobo Writing Life (KWL).


Responsibilities Include:

  • Front-Line Support
  • Triage incoming tickets for audiobooks and KWL area.
  • Investigate, troubleshoot, solve or escalate audiobooks and first step tickets as required, from functional area or as assigned/delegated.
  • Monitor and process KWL approval queues.Data Collection
  • Review and analyze recurring issues and communicate recommendations based on findings as directed by Business Operations Analyst, Audiobooks.
  • Create and pull catalogue reports using SQL or our internal content management system as requested.
  • Share information as requested to client teams, development and delivery teams, content management, and external vendors on the investigation and resolution of bugs.Documentation
  • Maintain audiobookrelated process documentation as requested by Business Operations Analyst, Audiobooks.
  • Assist in maintaining KWLrelated process documentation as requested by Business Operations Analyst, KWL.Project Support
  • Support Business Operations, Content, and Kobo Writing Life with projects on an adhoc basis and as available/directed.
  • Assisting with research into digital publishing standards and topics.Content Policy Review
  • At your discretion reviewing content for compliance with Kobo's content policy (this task is optional depending on your comfort with the involved content)

The Skillset:

Required:

  • College/university education 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, etc.).
  • A strong interest in digital media, books, selfpublishing, and technology if it is your heart's desire to be an editor, you are not going to have much fun. But if it is a potent mix of technology and books, you are in the right place.
  • General understanding of the book industry (ISBNs, ONIX files,.epub formats are all familiar terms).
  • Solid handson experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and create a pivot table).
  • Detail and taskoriented, with strong research and organizational skills.
  • Flexibility and ability to juggle many projects and priorities simultaneously.
  • Experience with the Kobo ec

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