Operations Specialist

Job Description:

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role:

An Operations Specialist manages order fulfillment, product setup, payment concerns, contracts, and revenue-related processes for zyBooks customers. Reporting to the Manager of Customer Support, the position uses Zendesk, Xero, Mode and internal tools to fulfill purchase orders, process adoption requests, generate zyBooks products, and perform quality checks.

The role also reviews student refund and payment disputes and serves as a liaison between customers and the legal team throughout the contract process. In partnership with the invoicing team and other internal stakeholders, this position verifies bookstore information, reconciles revenue across markets, and coordinates the resolution of data discrepancies.

The role also maintains process documentation, training materials, communication macros, and self-service resources that enable the sales team to work efficiently.

Job Responsibilities:

·       Use a ticketing system (Zendesk) to review and fulfill purchase orders for customers.

·       Use internal tools to review zyBooks adoption request forms, auto-generate a zyBooks product, and quality check the zyBooks to ensure the auto-generation tool was successful.

·       Review student payment issues related to refunds and disputes.

·       Serve as a liaison between customers and the internal legal team to oversee contracts are completed and signed by both parties.

·       Work with the invoicing team to answer questions on bookstore contact information.

·       Conduct revenue reconciliation across markets by cross-referencing data in multiple systems and coordinating resolution with internal teams.

·       Maintain process documentation, training materials, communication macros, and self-service reference guides for the sales team.

Required Qualifications:

·       Basic experience with spreadsheet tools such as Microsoft Excel or Google Sheets.

·       Strong attention to detail.

·       Strong customer service and coordination skills, especially via email.

Preferred Qualifications:

·       Prior experience in an operations-based position.

·       Ability to write and read mySQL queries.

·       Experience managing external vendors or partner relationships.

·       Demonstrated accuracy in high-volume transactional work.

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. 

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. 

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. 
Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.
We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.
When applying, please attach your resume/CV to be considered.

Salary Range: