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Lead daily operations for a 10-12 agent customer support team, handle escalations, maintain knowledge base and SOPs, perform root-cause analyses, produce stakeholder reports, and propose data-backed process improvements.

Support the Production Design and Editorial teams to create press-ready book layouts, manage proof approvals with printers, track deadlines and QA issues, and maintain production files and stakeholder communications. Learn print production fundamentals and participate in training while meeting tight schedules and production standards.

Lead social strategy and content for Book of the Month: develop platform-native creative for TikTok, Instagram, and Shorts; manage content calendar, freelancers, and production; measure performance and translate insights into business outcomes; partner with growth; represent the brand at industry events.