Job Description

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role:

The Senior Specialist, Sales Support, serves as a contributor to sales effectiveness and operational excellence within the sales Operations department. This role combines analytical expertise with process optimization to drive revenue growth and enhance sales team performance. The position requires strong collaboration across multiple departments to streamline workflows, analyze performance metrics, and implement solutions that support organizational sales objectives.

How you will make an impact

• Manage escalated cases from first-level support, leveraging expertise in author content systems and publication processes to resolve issues and coach outsourced teams
• Collaborate with Level 2 support teams to address system, content, or business challenges, proactively ensuring timely resolutions and effective communication
• Monitor and report on the performance of outsourced teams, ensuring compliance with processes and maintaining up-to-date service guides, FAQs, and response templates
• Drive improvements in author-facing workflows, conducting UAT, documenting updated processes, and delivering training to ensure seamless project implementation
• Act as a subject matter expert for Author Operations & Services, collaborating with Product Development and Business Analysts to enhance processes, define requirements, and support test planning
• Coordinate and build shared understanding of unified bid workflows while supporting creative approaches to proposal and pitch development
• Provide design expertise for proposals and pitch decks, ensuring all materials address customer requirements and future goals
• Apply expertise and knowledge to new process design and improvement initiatives for current state processes
• Conduct and coordinate business process user acceptance testing in line with project plans for new or changed functionality
• Stay informed about intellectual property, Open Access trends, and advancements in technology to enhance the author experience and Wiley's service offerings

What we are looking for

• Bachelor's Degree or relevant experience in a related field
• 3+ years of experience
• Have knowledge of publishing production processes, including traditional and technology-based workflows, and an understanding of the author experience
• Are proficient in using MS Office to enhance productivity and manage multiple priorities in a fast-paced environment, thriving under pressure to meet deadlines and adapt to evolving needs
• Communicate effectively in written and verbal English, adapting style for clarity and impact, while demonstrating active listening skills
• Show excellent personal organization, with the ability to set goals, manage time efficiently, and maintain attention to detail in a high-volume workload
• Build collaborative relationships across diverse teams and cultural environments, with openness to overseas travel as required
• Take initiative to address challenges, demonstrate sound judgement, and pursue personal and professional development opportunities
• Have a flair for translating innovative ideas and complex solutions into simple sales messages
• Demonstrate a change mindset with a track record of modeling the way, nurturing buy-in, and enjoying new challenges
• Are passionate about experimentation and iteration as a framework for learning, applying those learnings to achieve business outcomes

We power infinite possibilities.

For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere.

We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives.

Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

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. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. 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 United Kingdom, Canada and USA based roles.

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

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