Publisher Operations Analyst

As a Publisher Operations Analyst, you will investigate, escalate, and resolve technical issues across a network of over 200 publishers (Google, Apple, Facebook, Bing, Yelp, etc.). This role requires a can-do attitude, strong attention to detail, problem-solving skills, and the ability to learn quickly. You’ll collaborate with internal stakeholders (Support, Client Success, Operations, Product, and Engineering) and external stakeholders (Clients and Publishers).

What You’ll Do:

Become a Publisher Specialist – Master Publisher concepts, workflows, and requirements; continuously learning to stay current in depth and breadth for a product that rapidly evolves both internally and externally.

Manage Publisher Escalation Paths – Investigate, escalate, and resolve a diverse range of difficult client issues across the Yext Publisher Network. Overseeing escalation paths, trends, and operational health.

Be a Client Advocate – Serve as a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening, and a clear understanding of client needs.

More Specifically:

• Become an expert in the Yext software and the Yext Publisher Network
• Act as a client-facing and publisher-facing representative of Yext
• Liaise with Publishers to manage operational pipelines, drive issue resolution, and communicate work status to clients
• Collaborate cross-functionally to deliver exceptional service and exceed client expectations
• Manage and prioritize multiple inbound requests and drive them to completion
• Adhere to ticket management strategies and ensure adherence to SLAs
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (set KPIs)
• Follow complex processes and troubleshoot product and publisher issues
• Refer to and build out internal process documentation, outlining functionality and changes in publisher integrations
• Consolidate and deliver meaningful product feedback to internal stakeholders to drive product improvement
• Synchronize efforts with Engineering and Product teams to scope, test, and implement product features
• Maintain the Yext category taxonomy and handle all aspects of matching categories to new partner and publisher category lists
• Manage outsourced teams, including performing daily checks and providing support for escalated issues
• Use technical tools like SQL, Snowflake, and Scripts to proactively evaluate operational health, audit client accounts, and resolve issues at scale

What You Have:

• A BA/BS degree or equivalent college-level education
• Eagerness and flexibility to learn and contribute to the team
• Comfortability in working in a fast-paced environment with multiple priorities
• Ability to work quickly and independently with excellent time management and organizational skills
• A detail-oriented mindset with the patience to work through complex issues
• Outstanding interpersonal skills and strong ability to communicate issues across departments and with external contacts
• Proficiency in Excel, with experience writing SQL queries
• Preferred: Familiarity with APIs
• Preferred: Basic experience writing scripts to iterate tasks or manipulate data
• Preferred: Proficiency in languages such as Spanish, French, and/or German

Why You’ll Love It Here:

• PubOps is a truly collaborative team: While you will be individually responsible for servicing client escalations, the team will support you every step of the way.
• Positive culture is a key indicator of success: We work hard to deliver quality work while building a strong team culture.
• Ownership and responsibility: Your expertise and hard work will directly impact client experience and the success of Yext products.