Senior Specialist, Research Exchange Support

Location: Hybrid or Remote UK

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

We are seeking a Senior Author and Operations Specialist to support our Research Exchange (ReX) team by providing subject matter expertise, operational oversight, and service improvements. In this role, you will proactively review and enhance author, editor, and reviewer experiences while acting as an SME on key projects and initiatives. You will also play a key role in monitoring and improving operational processes for the Research Exchange Support team, ensuring the delivery of high-quality service.

The ideal candidate will have experience in publishing and editorial processes, strong analytical skills, and a customer-focused mindset.

How You Will Make an Impact

• Serve as a subject matter expert for Author Operations & Services, working with Product Development and Business Analysts to enhance processes.
• Lead process improvement initiatives, including gathering requirements, designing new workflows, and applying expertise to system and service enhancements.
• Conduct business process User Acceptance Testing (UAT) to ensure smooth project implementation.
• Develop and maintain training documentation and user guides, ensuring outsourced teams stay informed of process changes.
• Monitor service delivery performance of outsourced teams and ensure compliance with quality standards.
• Maintain knowledge articles, FAQs, and process documentation to ensure accuracy and accessibility.
• Manage and resolve escalated issues from the first-level Research Exchange support team.
• Provide coaching and direction to outsourced support teams, ensuring smooth service delivery.
• Work cross-functionally with stakeholders to analyse trends, report on service performance, and drive strategic improvements.
  
  

We Are Looking for People Who Have:

• A degree or equivalent relevant experience in academic publishing, customer service, or operations.
• Strong knowledge of author, editorial, and reviewer workflows in scholarly publishing.
• Proficiency in using technology for data analysis, reporting, and process documentation (e.g., Excel, Power BI).
• Experience in user acceptance testing (UAT) and process improvement initiatives.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to train and support global teams.
• A proactive, problem-solving approach with a keen eye for operational efficiency.
• Familiarity with open access publishing models is a plus.
  
  

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.