Business Operations Intern, Kwl

2 weeks ago

Toronto, Canada Rakuten Kobo Full time

Job Description:
Here at Rakuten Kobo Inc. we offer a casual working start-up environment and a group of friendly and dedicated 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.

Are you looking for a unique internship experience and the opportunity to work with highly talented team members invested in your growth and development? How about the opportunity to job shadow various departments and participate in various skill-building workshops? We designed our internship experience with a focus on learning & development and mentorship opportunities. Following the creation of an Individual Learning Plan, our interns will be provided a unique internship experience that is catered to their skills and interest.

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

The Role:
Rakuten Kobo Inc. is looking for Business Operations Intern, KWL (12 Months) to join our Business Operations team 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.

The role provides a vital, valuable, and necessary service to the business operations team. Interns are valued as contributors who have and develop further skills as proficient problem solvers in a complex operations environment. Interns are compensated for their work while providing them with a short-term (6 month) work opportunity to learn about digital content e-commerce business operations in the ebook and audiobooks industry.

The Business Operations Intern, KWL 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 standard processes for publishing books on Kobo. In addition to managing the tickets that come from authors, the intern 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 Business Operations Intern, KWL 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 Business Operations Intern, KWL is responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area.

Key Accountabilities

Front-Line Support
- Triage incoming tickets for KWL area
- Investigate, troubleshoot, solve or escalate ebooks 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 advised by other team members
- Share information as requested to KWL Business and Content Management teams on the volume and type of incoming tickets

Documentation
- Create or 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

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 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)
- A strong interest in digital media, books, 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 and books, you’re in the right place
- General understanding of the book industry (ISBNs, ONIX files,.epub formats are all familiar terms)
- Proven hands-on experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and build a pivot table)
- Detail and task-oriented, with strong research and organizational skills
- Flexibility and ability to balance many projects and priorities simultaneously
- Experience with the Kobo ecosystem: you've read a book from Kobo, know how our apps and

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