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Strong employer brand, mid-level generalist product remit, and metro location increase candidate competition.
Service-operations, automation, and product discovery skills transfer across industries but require domain context, so moderate sensitivity.
Explicit 6–10 years plus domain-specific operations and automation experience make hiring filters moderately strict.
Lead innovation initiatives to improve publishing processes through intelligent automation and product capabilities, focusing on customer impact and business value.
Act as strategic partner across multiple teams to accelerate delivery, resolve dependencies, and govern innovation projects ensuring alignment and value realization.
Define success metrics, track benefits, and use data-driven experimentation to inform decisions and optimize automation capabilities post-deployment.
6–10 years experience in service operations, digital support, automation initiatives, or related business-facing technology roles.
Bachelor's degree in Business, Operations Management, Engineering, Technology, or related fields.
Experience partnering with Product and Technology teams to translate operational priorities into business requirements and delivering measurable operational improvements.
Strong understanding of customer support operations including case management, escalation models, SLAs, and service risk is required.
Experienced in managing cross-functional innovation projects within technology-enabled service operations environments.
Able to act as a central coordinator and decision-maker navigating dependencies across diverse teams and stakeholders.
Skilled at applying data-driven approaches to prioritize, validate, and optimize automation and digital enhancement initiatives.