Data and Systems Manager, Global Customer Service (Temporary)

 

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. Visit group.springernature.com and follow @SpringerNature / @SpringerNatureGroup.

 

Job Title: Manager, Data and Systems Management (Temporary)

Department: Springer Nature Customer Service

Location: Jersey City, New York or London – Hybrid working model

Duration: 12 months

 

Springer Nature Customer Service serves our customers and authors across our platforms and services with a focus on quality and high customer satisfaction.  Our core values are:

• Help Customers not need our help (ensuring our systems and processes meet their needs)

• Help Customers to help themselves (Self-service) when they need our help

• Help Customers when they need our help (through email, chat, or other contact channels)

 

A Data and Systems Management (DASH) agent provides comprehensive systems and data support to customer service groups, including project participation, process mapping, and cross-functional collaboration. This involves driving data quality initiatives, resolving complex issues, and fostering effective communication. The goal is to optimize customer service operations, improve process efficiency, and ensure seamless collaboration with stakeholders.  DASH supports the agents supporting our customers and focuses on our core value of preventing customers from needing our help in the first place.

 

Responsibilities:

ADVANCED SYSTEM-BASED CUSTOMER SUPPORT:

• Providing third-level support and incident management to the regional customer service teams

CUSTOMER-FACING AND CUSTOMER SERVICE TOOLS AND SYSTEMS:

• Lead the customer service teams’ engagement with systems and tools used by the group and the customers

• Work with the relevant development teams and customer service teams to ensure that the systems and processes used to deliver the customers’ experience are robust, effective and reliable, championing the needs of the customer and the customer service teams

• Identifying and evaluating potential new tools and functionality

• Delivery of requirements and specifications to development teams

• Coordinate customer service user testing and oversee release management from the perspective of the customer service user group

• Staying up to date with wider industry development of such tools

• Coordinate, communicate and prioritize the migration or development of tools and systems used by the group

• Evaluating the effect on Customer Service on changes to business models, practices and procedures

• Liaison with third party suppliers as required to deliver these objectives and tools

DATA QUALITY:

• Support Data Quality and Governance initiatives

• Coordination of data cleansing activities, e.g., support of data quality reviews to clean and validate data

PROCESS MAPPING AND BUSINESS ANALYSIS:

• Leading the identification, analysis, and documentation of processes and workflows across various areas of the organization

• Collaborating with stakeholders to understand their needs, gather requirements, and develop solutions that improve efficiency and effectiveness in their processes

• Support to the successful delivery of systems and data related projects at Springer Nature

BUSINESS PARTNERSHIP:

• SAP, business systems, digital content delivery

 

Experience, skills and qualifications:

• A diploma from an accredited college, university, or equivalent educational institution

• 2+ years supporting customer requests related to online access or equivalent

• Proficiency in process mapping and participation in process improvement initiatives

• Deep understanding of our systems and data management

• Proficiency in data analysis with tools like Excel, Tableau, Pandas, or similar, with ability to extract insights and present findings effectively

• Must possess excellent organization and comm