Partner Operations Specialist- Publisher Operations

EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EBSCO employs more than 2,700 people worldwide, with most embracing hybrid or remote work models. As an AI-enabled service leader, we thrive on innovation, forward-thinking strategies, and the dedication of our exceptional team. At EBSCO, we're driven to inspire, empower and support research. Our mission is to transform lives by providing reliable and relevant information - when, where and how people need it. We're seeking dynamic, creative individuals whose diverse perspectives will help us achieve this global, inclusive mission. Join us to help make an impact.

Your Opportunity

As a Partner Operations Specialist on EBSCO's Key Publisher Support team, you will manage complex, high-volume operational workflows while serving as a trusted operational contact for a portfolio of strategic publisher partners. You will develop deep knowledge of each publisher's products, pricing practices, policies, business requirements, contacts, and working preferences and use that knowledge to help EBSCO and our publisher partners work effectively together.

This role requires both operational precision and relationship management. You will coordinate quote, order, invoice, pricing, and payment-related activity across publishers, EBSCO global offices, and internal teams while maintaining accurate records, resolving exceptions, and ensuring work moves to the correct conclusion.

Successful team members build credibility by being responsive, accurate, prepared, transparent, and consistent. They know how to communicate information, manage expectations, follow up appropriately, and maintain productive relationships even when the answer is not simple or when competing needs must be balanced.

This is an operations-focused partner role rather than a traditional customer service position.

This position is hybrid. Team members are in the office at least once weekly and are in the office for training, collaboration sessions, and business needs as required.

What You'll Do

• Own operational activity for assigned publisher partners, developing detailed expertise in their products, pricing models, policies, contacts, deadlines, communication preferences, and business requirements.
• Build and maintain trusted working relationships with assigned publisher partners, becoming a knowledgeable and dependable operational point of contact.
• Manage high-volume, high-value transactions where accuracy and timeliness are critical, including quote, invoice, pricing, order, and payment-related activity.
• Track work from initiation through resolution, maintaining accurate statuses, records, documentation, and follow-up across multiple systems and communication channels.
• Review and reconcile information across systems and documents, identifying pricing discrepancies, missing information, unusual activity, or other exceptions before they create downstream problems.
• Research complex issues and determine the appropriate next action, including when to proceed, when to seek additional information, and when to escalate.
• Coordinate across publisher partners, EBSCO global offices, Sales, Customer Service, Finance, and other internal stakeholders to remove obstacles and keep work progressing.
• Establish credibility through accurate information, reliable follow-through, proactive communication, and appropriate expectation-setting.
• Communicate clear, actionable status updates and explain requirements, discrepancies, decisions, risks, delays, and next steps to internal and external partners.
• Manage competing deadlines and shifting priorities during high-volume periods while protecting accuracy, follow-up, and critical commitments.
• Identify recurring problems and opportunities to simplify, standardize, or improve workflows.
• Document publisher-specific procedures, SOPs, work instructions, contacts, and best practices so knowledge can be shared across the team and work can be handed off effectively.
• Contribute to small projects and operational-improvement initiatives that improve scalability, accuracy, partner experience, and customer outcomes.

• High school diploma or GED.
• 2+ years of experience in a detail-intensive operational environment such as order management, sales operations, vendor or partner operations, billing or financial operations, purchasing or procurement coordination, business administration, project coordination, account operations, or a related field.
• Demonstrated experience managing work that requires accuracy, deadlines, multiple systems, competing priorities, and consistent follow-through.
• Experience using Microsoft Office applications, including Excel, Outlook, and Word.
• Ability to learn new processes, systems, and business rules and apply them accurately in day-to-day work.
• Strong written and verbal communication skills, including the ability to explain issues, requirements, and next steps clearly and professionally.
• Demonstrated ability to build productive working relationships with internal or external stakeholders while maintaining accountability for operational outcomes.
• Enjoy detailed, process-oriented work and take satisfaction in getting things right.
• Can manage many open items simultaneously without losing track of status, ownership, or follow-up.
• Learn complex rules and processes and can recognize when different situations require different approaches.
• Build trust through consistency, preparation, accuracy, transparency, and follow-through