Customer Operations Manager - Remote Eligible

Customer Operations Manager/Senior Manager, Sales

Join our dynamic team at Penguin Random House as a Customer Operations Manager or Senior Manager. This role offers a unique opportunity to work across physical and digital supply chains, providing exposure to all book formats and customer types.

The Customer Operations Manager is responsible for gaining an understanding of our retail customers' operational processes, as well as those of PRH, to develop improvements and greater efficiencies for all parties. Their focus is to develop and employ standard processes and protocols to remove friction in the supply chain such that PRH and our customers enjoy increased sales and profitability on PRH and PRHPS distribution client titles. We are looking for someone with a powerful process orientation who can leverage our existing operations and help us build on that partnership with our customers.

The right candidate will have a strong understanding of operations and logistics, a solid background in retail and/or distribution, and the analytical ability to assess impact in the supply chain. The position will work closely with our customers, the PRH sales reps, IT, Publishing Operations, Business Development, Fulfillment, and Customer Service – making decisions to improve revenue and drive cost savings through improved and efficient processes.

This position is perfect for those who thrive on solving puzzles and enjoy continuous learning, as it provides a view of many cross-functional teams!

Specific responsibilities include:

• Shaping priorities with physical and digital customers in support of existing and emerging business models, both domestic and international
• Managing the day-to-day operational relationships with and queries from customers
• Maintaining strong relationships with key customers in each channel through business review participation, and regular business calls
• Project management and collaboration with cross-functional teams to develop processes, systems and tools
• Assist with Metadata and digital asset distribution to business partners
• Creation and ongoing maintenance of process documentation
• Working closely with the sales channels and industry groups to perform needs assessments

Specific responsibilities for the Senior Manager include:

• Driving initiatives independently, with a greater level of autonomy
• Helps set direction and contributes to long-term planning
• Acts as a bridge between senior management and customers and/or other departments

Please apply if you meet the following qualifications:

• Enthusiasm for operations and process improvement
• 3-5 years working on project teams in an IT, Metadata, Supply Chain or Operations environment
• An orientation towards partnership and relationship building
• Experience managing projects with internal and external stakeholders from initiation to completion
• Ability to lead and participate in cross functional teams
• Strong analytical skills and attention to detail
• Ability to make recommendations after analysis/research to upper-level management
• Keen, independent task prioritization and follow-up skills
• Excellent verbal and written communication skills
• Familiarity with data feeds such as API / XML (or specifically ONIX) a plus
• Proficiency with Microsoft Office (Word, Excel, and Outlook) required

The salary range for a Manager is $73,500-$78,000, and for a Senior Manager is $79,500-$82,000. All positions are currently eligible for annual profit award or bonus, subject to Company results.

Please apply using our ATS system by October 1, 2025, and include your resume and cover letter for consideration.