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Be part of a community working together to make science better. A society publisher with the perfect blend of a not-for-profit purpose and a commercial perspective. Here, we help each other be the best we can be: a team big enough to create impact and small enough to care.
We are recruiting for an experienced Subscriptions Operations Manager to join our busy team on an initial 12-month fixed term contract.
What you’ll be doing:
The Subscriptions Operations Manager is responsible for the end-to-end delivery of the back-office order to cash processes and activities which support IOP Publishing’s global subscription business. Responsible for managing a team of approximately 8 people delivering consistent, well-defined and well-controlled subscription order management and fulfilment processes to our customers around the world.
Key Accountabilities:
1. Operational Process Management:
2. Ensuring the team delivers effective subscriptions order to cash processes and an exceptional external customer experience.
3. Effective monitoring of team performance through KPIs.
4. Understand and document the control framework which governs the subscriptions process.
5. Leadership and management of back office change.
6. Impact assessing business proposals.
7. Effective implementation of agreed changes to back office processes to maximise the flexibility of back office support.
8. Work with the Subscription Product Owner to ensure systems continually improve.
9. Imagining, designing and implementing innovative solutions to solve customer problems and improve processes.
10. Building a high performing team.
11. Communicate the team vision.
12. Nurture a team culture which rewards and recognises delivery and addresses underperformance.
13. Create a collaborative culture – where staff work flexibly, support each other.
14. Work with direct reports individually to help them develop their skills and advance their careers.
15. Promote continuous improvement methodologies and culture.
For this you’ll need:
1. Experience of leading a sizeable team in a back office or customer facing operation – establishing a team vision, delivering through reports, and motivating and developing individuals.
2. Experience of performance management to produce high performing teams.
3. Extensive experience with Salesforce as a CRM tool and use of reporting to deliver key performance messages.
4. Change management skills – track record delivering complex change initiatives to agreed timescales.
5. Experience of continuous improvement and ideally Lean methodology.
6. Demonstrable understanding of customers and their requirements in the STM Publishing market – desirable.
7. Demonstrable understanding of the subscriptions funding model and the systems and processes required to service this.
Desirable but not necessary:
1. Demonstrable understanding of customers and their requirements in the STM Publishing market.
2. Demonstrable understanding of the subscriptions funding model and the systems and processes required to service this.
Skills & behaviours:
1. Communication skills – ability to explain complex ideas and issues clearly to stakeholders at all levels within the organisation.
2. Leadership skills – leading by example, collaborative approach, courage to challenge and ask difficult questions.
3. Quantitative and qualitative analytical skills – ability to analyse complex problems and find simple solutions.
4. Self-Starter – Highly motivated and proactive individual, able to take initiative without needing supervision or prompting. Strong problem-solving skills.
We know it is unusual for someone to tick every box so if you don’t meet all the criteria but demonstrate most of the skills and experience we are looking for, and have the enthusiasm to work with us, go ahead and apply.
We aim to review applications soon after they are received and will arrange interviews when there’s someone we’re keen to meet, therefore we may conduct interviews prior to the closing date and reserve the right to close the advert early.
Why work with us at IOP Publishing:
Purpose: We are a world leader in the development of electronic publishing for the scientific community - working in the interests of science and scientists, we aim to maximise the impact of the research we publish.
Culture: We offer a truly international culture with offices in Europe, Asia and the US and our reach is global. Our culture is the perfect blend of dedicated and intelligent professionalism, informal, friendly collaboration and authenticity with a social conscience.
Financial benefits: A competitive salary starting from £50,000 (Band C) depending on experience, an excellent pension scheme (up to 12% company contribution), a discretionary annual bonus scheme, a £200 stipend payment on completion of the probation period, and a range of other useful and cost-saving benefits available through our benefits platform.
Health and Wellbeing: 33+ days holiday (including bank holidays), a 35-hour working week, life assurance, cycle-to-work scheme, dental insurance, health care cash plan, and a great positive working environment in our brand new office in central Bristol - modern, airy and designed with all of our colleagues in mind – for work and social time.
Flexibility: A flexible hybrid working environment to suit everyone’s needs. We don’t need you in the office every day so we can consider applicants from further afield who can easily travel to Bristol likely once/twice a week depending on when face-to-face time is needed (all travel to Bristol office is at employees' expense).
And last but not least, did we mention that we are unique: IOP Publishing is central to the Institute of Physics, a not-for-profit society and we gift-aid all our profits to support science through the activities of the Institute.
To apply, please submit your CV through our careers site.
IOP Publishing is an equal opportunity employer. Our goal is to ensure that diversity, equity and inclusion (DE&I) are built into our identity in a way that is natural and sustainable, visible through the work we produce, our company branding, our professional networks and the communities we serve and support, which includes our employees, talent communities and candidates. We particularly welcome applicants from under-represented backgrounds.
We make recruitment and workplace adjustments wherever we can, so please let us know if there’s anything that we can do to support you.
Please note that we are unable to provide visa sponsorship for candidates. If however you already have the right to work in the UK or hold an eligible work permit or visa, we encourage you to apply for this position.
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