Publisher Support Rep II

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 Key Publisher Support Representative (Publisher Operations Specialist), you will serve as a critical liaison between EBSCO, our global offices, and strategic publisher partners. You will manage complex operational processes that impact customers and partners worldwide. We work in a fast-paced, collaborative environment where success depends on communication, adaptability, problem-solving, and a commitment to continuous improvement.

Success in this role requires strong relationship management, critical thinking, attention to detail, and the ability to navigate complex processes across multiple teams and systems.

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

• Manage high-volume, high-value operational transactions with a focus on accuracy, timeliness, and customer satisfaction.
• Serve as the primary operational contact for assigned publisher partners, developing expertise in their products, pricing models, policies, and business requirements.
• Collaborate with EBSCO's global offices and external vendors to resolve complex order, invoice, payment, and pricing-related issues.
• Research, analyze, and reconcile data across multiple systems to ensure accurate processing and reporting.
• Monitor workflows and identify potential risks, delays, or exceptions requiring action.
• Maintain operational records and update business systems to track order confirmations, invoicing, payments, and account activity.
• Create and distribute reports that support decision-making for internal teams and publisher partners.
• Participate in process improvement initiatives by identifying workflow efficiencies, documenting best practices, and supporting operational excellence.
• Assist with training documentation, standard operating procedures (SOPs), and knowledge-sharing initiatives.
• Contribute to special projects and departmental initiatives that improve scalability, accuracy, and customer experience.

• High school diploma or GED.
• 2+ years of experience in an operational, administrative, customer support, business support, project coordination, financial operations, vendor management, or related role.
• Experience using Microsoft Office applications including Excel, Outlook, and Word.
• Demonstrated success managing multiple priorities, deadlines, and competing demands.

• Experience improving workflows, documenting processes, or supporting operational excellence initiatives.
• Experience analyzing data and using reporting to support business decisions.
• Experience creating or maintaining work instructions or training documentation.
• Experience working with external business partners, vendors, suppliers, or customers.