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Team Lead, Operations (Administration, Book Promotion, & Design)
FriesenPress is the only 100% employee-owned publishing services provider in the world — and we’re growing!
As Canada’s largest publishing service provider, FriesenPress helps authors realize their dream of publishing a book. Our suite of products includes various publishing packages containing a wide range of professional services. From editing, book layout and design, channel distribution, and marketing support, we help writers self-publish and succeed.
We are currently looking for a Team Lead, Operations to join our remote workforce, reporting into our Senior Operations Manager. As the lead of three diverse small teams, you are a coordinator of experts and a master of organization and multitasking. You can effectively prioritize multiple competing tasks and understand the benefit of going to your experts to gather the information you need to lead your teams. Technically adept with systems and operational flow, you are curious about how things work and strive to bring efficiency into your teams’ workflows.
In this position, you will be leading three small teams – promotion specialists, design and administrative support staff. Promotion specialist’s – who coordinate all book promotion-related activities and services – such as media, online and print promotions. Administrative support staff – who coordinate onboarding authors, including the processing of payments and service agreements, providing technical assistance, distribution and book accessibility activities and answering general queries that relate to the production process. And the Designers, both in house and freelance, who produce all creative materials for our books from layout to revisions and final print files along with all related collateral.
This diverse role will have responsibility for meeting key targets, deploying a customer service strategy and leading an eclectic group of employees to support our client’s in bringing their projects (books!) to market. If you are dedicated to the customer experience and thrive in a multi-disciplinary environment– both creative and technical– this may be an ideal position for you.
Duties & Responsibilities
- Create a culture that recognizes, rewards and encourages personal growth through empowerment and support.
- Manage the book promotion, administration and design teams including recruiting, training, mentoring, development and staff scheduling.
- Plan and direct weekly departmental meetings, fostering communication and understanding of new processes, training, and team expectations.
- Conduct probationary and annual performance reviews for your teams, as well as ensuring periodic ongoing and regular formal and informal coaching is completed including the preparation of action plans as required, in conjunction with the Senior Operations Manager.
- Implement and manage the sales strategy developed by the Senior Operations Manager, identify opportunities for new product offerings and activities and ensure the teams are proactively capitalizing on all sales opportunities presented in their daily interactions with authors.
- Maintain a documented training plan along with the requisite checklists and checkpoints for your teams that ensures staff are equipped to knowledgeably, consistently and professionally assist authors with the publication of their book.
- Deploy and support the ongoing application of the defined customer service strategy, in conjunction with the Senior Operations Manager, which supports the intention that a “world class customer service” experience is consistently delivered to all authors in all interactions with FriesenPress staff.
Serve as an escalation point for all publication related issues. Manage escalated consumer inquiries, ensuring follow-through, while maintaining a positive brand image. Manage the implementation and application of new systems, policies, and procedures for the book promotion and administrative support teams with the intention of creating consistency in processes, maximum efficiency and a knowledge base that staff can leverage to increase the expertise delivered to authors.
- Assign projects and manage workflow for your teams to ensure all service level agreements both internal and client facing are adhered to.
- Stay apprised of industry trends and developments in the traditional publishing and self-publishing arenas. Apply this knowledge in the role and share it with other internal stakeholders.
- Liaise with all FriesenPress departments to ensure that real time problem resolution occurs.
Build the FriesenPress brand by engaging key stakeholders at all levels. Participate as a member of the leadership team to implement the strategy for the company as well as the associated tasks to ensure all targets are met.
- Other duties as assigned by the Senior Operations Manager.
Job Requirements
- A passion for leading teams and supporting a diverse array of personalities, leveraging your ability to adapt to each person’s needs.
- A desire to be part of a collaborative, high functioning leadership team. You understand the value of speaking and listening deeply, in equal parts.
- You love to learn and you long for mentorship and an opportunity to develop the skills required to advance your career. People would describe you as a curious problem solver that is highly adaptable. You have an attention to detail, an ability to manage multiple priorities at one time, and you thrive on accepting additional responsibility.
- Excellent display of critical thinking, creativity and innovation; administrative, organizational and time-management skills.
- Ability to make sound business judgments to meet customer and business goals in the most cost-effective way.
- Demonstrated ability to offer world-class customer service standards in person, on phone and via email, a passion to go above and beyond customer expectations and an ability to inspire similar behavior within a team.
- Ability to identify challenging situations and communicate expectations to both Authors and internal parties.
- Minimum of 2 years’ leadership and coaching experience with proven outcomes.
- Fluent in written and spoken English with proven professional written communication skills.
- Advanced Computer literacy and prior use of CRM.
Experience working and leading in a remote environment would be an asset. Prior book publishing knowledge would be an asset.
- Post Secondary Education in a related field is an asset.
Competencies
- Planning and Organization
About FriesenPress
Our team of employee-owners is a dynamic, diverse, and fun-loving group, united by our passions for beautiful books, wonderful writing, and fantastic stories.
Since our founding in 2009, FriesenPress has helped over 5,000 authors realize their dream of publishing a book. As a publishing services provider, our mission is to embrace each book as our own and empower our authors to share their best stories with the world. Our shared culture and ownership values form the foundation of our approach to our customers, employees, and the community at large.
FriesenPress is located in Victoria, British Columbia, and our parent company is Friesens Corporation. Based in Manitoba, Friesens is an award-winning printer who has been in business since 1907 and prints approximately 25 million books every year, including large print runs for the likes of Penguin Random House, Simon & Schuster, Scholastic, and many more. Friesens has been recognized with numerous prestigious international awards for book quality and management leadership—including Canada’s Top 50 Best Managed Companies.
At FriesenPress, we look for individuals who constantly raise their personal bar and seek to achieve outstanding results. We want to hire people who are eager to learn, but also people we can learn from — people who will increase the overall effectiveness of our organization and enrich the lives of the authors we’re lucky enough to call our customers. If you feel that your personal and professional values align with ours, we invite you to join the FriesenPress family!
Compensation & Application Process
We offer an attractive compensation package, including:
- Base Salary [Range: 48,500 – 55,000]
- Annual bonus [4,000 – 5,500]
- Employee Share Ownership Plan
- 100% remote work-from-home position with flex hours
- Group RRSP plan with employer-matched contributions
- Company-wide profit sharing, including employee share ownership trust
- Comprehensive extended medical and dental benefits
- Full training, including job shadowing, ongoing job training
- Paid time off to volunteer in the community
- Excellent opportunities for career development
Applications will only be accepted that:
- Are submitted no later than May 13, 2022;
- Include your cover letter, résumé, and annual salary expectations as one .pdf attachment;
- And include three references for individuals to whom you have reported.
Applications will be accepted until May 13, 2022; however, if necessary we will re-open this opportunity until a match is found. We appreciate all applications, but due to high demand only those shortlisted for interviews will be contacted. No phone calls, please.
If you meet the above criteria and would like to apply for this position, please submit your cover letter and résumé. We look forward to hearing from you!
Job Type: Full-time
Salary: $50,000.00-$65,000.00 per year
Additional pay:
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Flexible schedule
- Flextime
- Life insurance
- Paid time off
- Profit sharing
- RRSP match
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Education:
- Bachelor’s Degree (preferred)
Experience:
- Leadership: 2 years (preferred)
Application deadline: 2022-05-13
Expected start date: 2022-06-06
