PLOS

Operations

• Ensure the timely, efficient peer review of all submissions
• Ensure that queries or concerns escalated by vendors, Customer Care or other PLOS colleagues are addressed and resolved professionally and within required timelines, or escalated appropriately.
• Identify and remove barriers to submission, working collaboratively with colleagues across PLOS as required.
• Proactively identify workflow inefficiencies, variations or backlogs to diagnose persistent issues.
• Troubleshoot persistent manuscript, workflow or system issues, providing expertise and advice, and exercising judgement to resolve the issue or escalate to the Peer Review Operations Manager or other colleagues as appropriate.
• Proactively raise data-driven recommendations for continuous journal operations and workflow improvements to the Peer Review Operations Manager.
• Contribute to workflow project and initiate proposals as requested, and undertake operations projects and initiatives as directed by the Peer Review Operations Manager.
• Serve as daily liaison with vendor representatives, monitoring quality and timeliness performance against target thresholds and KPIs.
• Contribute to other operational research outputs related to PLOS’s mission where required, so that our journal workflows are optimized to encourage scientific openness and transparency.

Associate Peer Review Operations Specialist

Customer Support

• Manage high volume of incoming queries
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid and complete information
• Meet established team targets
• Handle customer complaints, provide appropriate solutions and alternatives within defined time parameters; follow up to ensure resolution
• Accurately track customer interactions to inform data analysis and evaluations
• Follow communication procedures and guidelines
• Take the extra mile to engage customers
• Filter customer queries to appropriate stakeholders and manage follow through and resolution.
• Provide coverage for colleagues as necessary.

Customer Care Coordinator

Full-stack Engineer

• As part of a cross-functional product team, contribute designs, code, tests, code reviews, and excellent judgment towards the development and continuous improvement of our digital platforms.
• Participate in agile ceremonies and evolving development practices of the team.
• Contribute to the overall platform architecture.
• Ensure new work is delivered in alignment with said architecture.
• Establish and support development processes.
• Provide stewardship of the long-term sustainability of our platform and actively manage platform health and technical debt.

Senior Software Engineer – FTC

Senior Software Engineer

Content Marketing Manager

• Manage and consult on technical aspects of the production workflow from creation of initial deliverables through publication and beyond for all research outputs.
• Develop technical quality improvements to the Production workflows.
• Resolve and troubleshoot problems related to composition and ingestion with the production vendor.
• Monitor and resolve publishing problems, syndication and indexing issues and communicate with PLOS staff about distribution and reach of PLOS content.
• Ensure that PLOS content conforms to evolving syndication partner requirements, and work with internal stakeholders on improving the syndication process by providing technical support in the creation of new workflows/APIs.
• Identify technical issues affecting journal content and other research output production and/or display.
• Collaborate with internal and external stakeholders to ensure a quick resolution and prospective timelines.
• Train production staff on new workflows related to technical updates, as well as provide general training for new starters.
• Own end-to-end technical quality improvements across production workflows, with a deep specialization in XML-first based publishing, from issue identification through resolution, validation and sustained prevention.

Associate Peer Review Operations Specialist

Customer Care Coordinator

Senior Software Engineer – FTC

Customer Care Coordinator

Senior Software Engineer

Publishing Operations Technical Lead