Journal Support Manager

Job Title: Journal Support Manager

Location: New York (Hybrid working model)

About Springer Nature

Springer Nature is one of the leading publishers of research in the world. We publish the largest number of journals and books and are a pioneer in open research. Through our leading brands, trusted for more than 180 years, we provide technology-enabled products, platforms and services that help researchers to uncover new ideas and share their discoveries, health professionals to stay at the forefront of medical science, and educators to advance learning. We are proud to be part of progress, working together with the communities we serve to share knowledge and bring greater understanding to the world. For more information, please visit about.springernature.com and follow @SpringerNature

About the Role 

The Journal Support Manager plays a key leadership role within the Publishing Support team, part of the Springer Nature Customer Services Department (SNCS). This role is responsible for managing a team that provides high-quality support to authors, editors, reviewers, and internal stakeholders. Support is delivered through multiple channels, including Freshdesk and live chat.

The manager will oversee team performance, drive continuous improvement, and collaborate closely with global colleagues and vendor partners to enhance the author experience and streamline publishing workflows.

Responsibilities

Team Leadership & Performance

• Line-manage in-house agents, conducting regular 1:1s and team meetings.

• Monitor team performance and serve as the first point of escalation.

• Foster professional development and ensure team members have the tools and training needed for success.

Operational Excellence

• Analyze ticket volumes and trends to support resource planning and identify improvement opportunities.

• Lead initiatives to enhance tools, processes, and documentation.

• Ensure delivery of high-quality support aligned with departmental KPIs and SLAs.

Collaboration & Stakeholder Engagement

• Partner with Editorial, Collections, Production, Customer Services, and Development teams.

• Maintain regular communication with vendor teams (e.g., Straive) to align on workflows and updates.

• Contribute to vendor team development and global expansion strategies.

Reporting & Continuous Improvement

• Provide regular updates to management and stakeholders.

• Develop quarterly reports with insights on SLAs, CSAT, and operational trends.

• Lead data-driven improvement projects to enhance user experience. 

Experience, Skills & Qualifications:

Essential

• Proven experience in customer service and team management.

• Strong communication and organizational skills.

• Ability to manage multiple priorities under pressure.

• Proficiency in MS Office, Outlook, and CRM tools.

• Experience working in global and cross-functional environments.

Desirable

• Background in publishing or academic support.

• Project management experience.

• Experience collaborating with vendor teams.

• Strong analytical mindset and continuous improvement orientation.

Springer Nature US provides a comprehensive and competitive benefits package which includes the benefit offerings listed below:

• Medical, Dental and Vision

• 401(k) with company match and contribution

• Hybrid office working policy, Summer Hours, and paid time off

• Flexible Spending and Commuter programs

• Multiple Life insurance options

• Disability coverage

• Tuition Assistance

• Voluntary benefits: Identity Theft Protection, Pet Insurance, and Legal Assistance Insurance

• Employee Assistance Program

• Family friendly benefits and a variety of employee discounts

• An array of Employee Social Networks 

US Annualized Base Salary Range: $75,000 - $90,000. The salary offer may vary based on work experience, education, skill level, and equity. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.

Springer Nature is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf poster.

At Springer Nature, our mission is to be part of progress – and that begins with inclusion: of people, perspectives, and ideas. We believe that diverse perspectives drive progress, and we are committed to creating an environment where people and ideas can flourish. If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. Find out more about our DEI work here: https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion  

For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers/

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