Location: Noida, Uttar Pradesh

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.

About the role:

The position will be responsible for leading the Customer Support, Warehouse operations & Production/Manufacturing departments of the business in India.

He/She will be responsible for Overseeing Operations including supervising the production planning and ensuring a smooth flow to the warehouse; has responsibility for warehousing, distribution, and fulfillment as well as having an oversight of customer service delivery standards and process optimization which are aligned with global expectations. Additional responsibilities include supporting the Operations group in systems and technology development for the function in India and providing support to both internal and external auditors throughout the audit process.

How you will make an impact:

Customer Service, Order to Cash, Rights & Royalties

• Ensure smooth operations of the customer service department.
• Mentor and motivate the team to take on new challenges.
• Address and resolve customer issues promptly.
• Oversee the timely generation and distribution of royalties.
• Collaborate with Technology to enhance systems and processes.

Production / Manufacturing

• Oversee reprint planning to maintain stock levels of best sellers.
• Monitor production to ensure timely delivery to the warehouse.
• Ensure quality control and adherence to vendor standards.
• Maintain transparency in vendor dealings per company policy.

Distribution & Warehousing

• Oversee warehouse operations, including finished goods and raw materials.
• Ensure timely procurement and replenishment of materials.
• Supervise the shipment of customer orders.
• Lead annual stock counting in March.

Team Management

• Manage and guide the team, delegating tasks as needed.

Support team development to align with career and organizational goals.

What we look for:

• Bachelor’s degree in business administration or a related field.
• Over 7 years of experience in operations management, including customer service, supply chain, and production management, and knowledge of credit and collections processes.
• Strong ability to understand and address customer needs.
• Proactively identifies opportunities that enhance customer satisfaction.
• Develops and implements solutions that meet and exceed customer expectations.
• Builds and maintains strong customer relationships.
• Demonstrates a strong sense of ownership and accountability.
• Takes responsibility for decisions, actions, and outcomes.
• Clearly defines roles and processes for monitoring work and evaluating results.

Incorporates feedback mechanisms to continuously improve performance.

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.

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

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