Junior Business Operations Analyst, Kobo Writing

2 weeks ago

Toronto, Canada Rakuten Kobo Full time

Job Description:

- 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 Junior Business Operations Analyst, Kobo Writing Life to join our Business Operations team full-time. 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.

Reporting to the Business Operations Analyst, the Junior Business Operations Analyst, Kobo Writing Life acts as the first level triage for most inbound catalogue questions from KWL authors, including investigation of data discrepancies, metadata and content processing failures, as well as education and best practices for publishing books on Kobo through KWL. In addition to managing the tickets that come from authors, the Junior Analyst is also responsible for monitoring the KWL approval queues, ensuring that all new incoming content is reviewed and published in a timely manner, and any issues are flagged to authors for correction. Using data from the ticket and approval queues, the Junior Business Operations Analyst, Kobo Writing Life supports the team by providing metrics and feedback that is used to uncover trends and provide feedback to drive KWL technology and operational improvements and investments.

The role will also assist our partner analyst with similar support tickets that come in from our retail partners and will provide occasional support for incoming requests from customers and traditional publishers. Additionally, the Junior Business Operations Analyst, Kobo Writing Life is responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area.

The Person:
Responsibilities Include:
Front-line Support-
- Triage incoming tickets for KWL area.-
- Investigate, troubleshoot, solve or escalate author tickets as required.-
- Monitor and process KWL approval queues.-
- Monitor and process KWL SLA reports.-
- Data Collection-
- Review and analyze recurring issues and communicate recommendations based on findings as directed by other team members.-
- Share ticket, approvals, fraud, and content policy data with other teams.-
- Documentation-
- Create and maintain KWL-related process documentation.-
- Project Support-
- Assist KWL stakeholders and larger BusOps team with projects on an ad-hoc basis and as available/directed.-
- Assisting with research into digital publishing standards and topics.-
- Trust and Safety-
- At your discretion - reviewing content for compliance with Kobo’s content policy (this task is optional depending on your comfort with the involved content).-
- Monitoring reports and approvals for fraudulent content.-
- Closing fraudulent accounts.The Skillset:
Required:
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/BookTok).-
- 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, books, and self-publishing, you’re in the right place.-
- General understanding of the book industry (ISBNs, ONIX files,.epub formats are all familiar terms).-
- Solid hands-on experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and create a pivot table).-
- Demonstrated ability to analyze data and use the data to drive decision making.-
- Detail and task-oriented, with strong research and organizational skills.-
- Flexibility and ability to juggle many projects and priorities simultaneously.-
- Excellent customer service experience, strong initiative, and the ability to keep cool under pressure to meet deadlines.Experience working with fraud detection.-
- Experience with the Kobo ecosystem: you've read a book from Kobo, published a book through Kob

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