Business Operations Intern, Audio

3 weeks ago

Toronto, Canada Rakuten Kobo Inc. Full time

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.

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**:
The business operations team is composed of a director, team lead, analysts, and interns. Our interns are primarily aligned by functional area and are responsible for supporting the team via investigations and resolutions for issues publishers and customers experience as it relates to their functional area, in addition to supporting the other functional areas and wider team and teams serviced.

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 competent problem solvers in a complex operations environment. Interns are compensated for their work while providing them with a short-term work opportunity to learn about digital content e-commerce business operations in the ebook, audiobook, and self-publishing industry.

The **Business Operations Intern, Audio & KWL **acts as the first level triage for most inbound catalogue questions from KWL authors and audio publishers including investigation of data discrepancies, metadata and content processing failures, as well as education and best practices for publishing books on Kobo. In addition to managing the tickets that come from authors and publishers, 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, Audio & 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, Audio & KWL **may be responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area, as directed.

Responsible for triage, monitoring and processing of ticket and approval queues related to the Audio and KWL catalogue. The Business Operations Intern, Audio & KWL is also expected to assist with processing, when required, the backlog of open tickets in other functional areas.

**Scope of Role**:
Responsible for triage, monitoring and processing of ticket and approval queues related to the Audio and KWL catalogue. The Business Operations Intern, Audio & KWL is also expected to assist with processing, when required, the backlog of open tickets in other functional areas.

**Key Accountabilities/Key Activities**

**Front-line Support**
- Triage incoming tickets for Audio and KWL area
- Investigate, troubleshoot, solve or escalate 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 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 Audio and KWL-related process documentation, as directed

**Content QA**
- QA audiobooks as reported by customers, publishers, customer care, and retail partners
- Process daily ticket queues in audiobook QA

**Project Support**
- Assist Audio and 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)

**Core Scope Responsibility / SME Area**
- KWL, Audiobooks, Partner Operations

**Goals

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