PLOS

Operations

• Oversee vendor use in end-to-end workflows, ensuring a joined-up and efficient approach
• Management of vendor contract renewal, serving as primary point of contact with suppliers/vendors in contract negotiations
• Management of RFP process
• Vendor onboarding
• Work with internal teams to establish KPIs, service level agreements (SLAs) and auditing framework
• Maintain awareness of new supplier-side tools and technologies and support demonstrations of potentially useful tools to PLOS teams.

Vendor Manager, Publishing 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.

Vendor Manager, Publishing Operations

Associate Peer Review Operations Specialist

Customer Care Coordinator