Operations Specialist

Description:

An Operations Specialist manages order fulfillment, product setup, payment concerns, contracts, and revenue-related processes for zyBooks customers. Reporting to the Manager of Customer Support, the position uses Zendesk, Xero, Mode and internal tools to fulfill purchase orders, process adoption requests, generate zyBooks products, and perform quality checks.

The role also reviews student refund and payment disputes and serves as a liaison between customers and the legal team throughout the contract process. In partnership with the invoicing team and other internal stakeholders, this position verifies bookstore information, reconciles revenue across markets, and coordinates the resolution of data discrepancies.

The role also maintains process documentation, training materials, communication macros, and self-service resources that enable the sales team to work efficiently.

Job Responsibilities
 

• Use a ticketing system (Zendesk) to review and fulfill purchase orders for customers.
• Use internal tools to review zyBooks adoption request forms, auto-generate a zyBooks product, and quality check the zyBooks to ensure the auto-generation tool was successful.
• Review student payment issues related to refunds and disputes.
• Serve as a liaison between customers and the internal legal team to oversee contracts are completed and signed by both parties.
• Work with the invoicing team to answer questions on bookstore contact information.
• Conduct revenue reconciliation across markets by cross-referencing data in multiple systems and coordinating resolution with internal teams.
• Maintain process documentation, training materials, communication macros, and self-service reference guides for the sales team.
   

Required Qualifications
 

• Basic experience with spreadsheet tools such as Microsoft Excel or Google Sheets.
• Strong attention to detail.
• Strong customer service and coordination skills, especially via email.
   

Preferred Qualifications
 

• Prior experience in an operations-based position.
• Ability to write and read mySQL queries.
• Experience managing external vendors or partner relationships.
• Demonstrated accuracy in high-volume transactional work.