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Job Description Junior Business Operations Analyst – Partner Operations Rakuten Kobo Here at Rakuten Kobo Inc., our mission is to make reading lives better. We stand for readers. We also stand for our employees – from interns and co-ops to permanent staff – and support their growth and development. Whether you are a student at the start of your career or a professional carving a different path, our early career opportunities are built with you in mind-with experiences tailored to your individual skills and interests.
We offer a start-up environment, interesting and engaging work within the technology and publishing industries, and a group of friendly and talented individuals. Additionally, our employees rank us highly in terms of commitment to work-life balance and a company culture committed to caring for our employees.
If you are looking for a company that inspires passion and personal and professional growth, come join Kobo and come help us make reading lives better.
The Role
Rakuten Kobo Inc. is looking for a Junior Business Operations Analyst to join our Business Operations team. The Business Operations team is composed of a Senior Director, Senior Manager, analysts, and interns. Our analysts are primarily aligned by functional area and are responsible for supporting the team via investigations and resolutions for the issues publishers, customers, and our Partners.
Reporting to the Senior Technical Analyst, Partner Operations, the Junior Business Operations Analyst, Partner Operations acts as the first level triage for most inbound ebook/audiobook-related issues, including investigation of metadata and incoming requests from customers and partners as well as our ratings & reviews, OverDrive and Tolino. The Junior Business Operations Analyst is also responsible for supporting the creation and maintenance of relevant documents and help articles as related to their functional area. The candidate will help with collecting feedback and metrics from the tickets and QA issues they handle. The data they collect and provide from the various Business Operations ticketing queues in their work is then used to uncover trends and provide feedback to drive Partner technology and operational improvements and investments.
The Person
The Junior Business Operations Analyst, Partner Operations is responsible for triage, monitoring and processing of ticket queues related to Partners & External Services. They are also expected to assist with processing, when required, the backlog of open tickets in other functional areas.
Responsibilities Include
- Front-line Support
- Triage incoming tickets for Partners & External Services area.
- Investigate, troubleshoot, solve or escalate Partner, External Services and first step tickets as required, from functional area or as assigned/delegated.
- Data Collection
- Review and analyze recurring issues and communicate recommendations based on findings as directed by Senior Technical Analyst, Partner Operations.
- Create and pull reports using SQL or our internal content management system as requested.
- Share information as requested to client teams, Partners, development and delivery teams, content management, and external vendors on the investigation and resolution of bugs.
- Documentation
- Maintain Partner Operations-related process documentation as requested by Senior Technical Analyst, Partner Operations.
- Project Support
- Support Business Operations, Content, and Kobo Writing Life with projects on an ad-hoc basis and as available/directed.
Required
The Skillset:
- Experience working with SQL or at least familiarity with SQL.
- A college/university diploma or work/project experience in the realm of digital media/content, or Business Support roles.
- A strong interest in digital media, books, self publishing, and technology – if it’s your heart’s desire to be an editor, you aren’t going to have much fun. But if it’s a potent mix of technology and books, you’re in the right place.
- General understanding of the book industry (ISBNs, ONIX files, .epub formats are all familiar terms).
- Solid hands-on experience with Microsoft Excel (ideally you can run a VLOOKUP, concatenate data and create a pivot table).
- Detail and task-oriented, with strong research and organizational skills.
- Flexibility and ability to juggle many projects and priorities simultaneously.
- Strong communication skills: you have the ability to compose a professional email and handle ongoing communication with external parties regarding technical issues, you aren’t afraid to ask questions or follow up on action items or requests for information.
Nice To Haves
- Specific knowledge of ebooks, audiobooks, and/or .epubs.
- Experience working other scripting languages and/or low code tooling platforms.
- Speak any additional languages? French, German, Dutch, Spanish? Our policy is to do everything in English, but it can delight a partner to simply say hello in their language.
- Experience with the Kobo ecosystem: you’ve read a book from Kobo, know how our apps and devices work, are familiar with our reading experience, and/or have published a book through Kobo Writing Life!
The Perks
- Flexible hours and remote working environment.
- Full benefits starting from day one.
- Paid Volunteer days, unlimited sick days, and 3% RRSP matching.
- Daily lunch credit when working in-office.
- Dog-friendly office.
- 90 Day “Work from Anywhere” program.
- Free Kobo device + free weekly e-book or audiobook.
- Weekly Kobo Tech University sessions.
- Learning opportunities, including job shadowing, courses, networking, etc.
- Employee Purchase Program & Corporate Partner Discounts.
- Four extended long weekends in the summer.
About Rakuten Kobo Inc.
Owned by Tokyo-based Rakuten and headquartered in Toronto, Rakuten Kobo Inc. is one of the most advanced global ecommerce companies, with the world’s most innovative eReading services offering more than 7+ million eBooks and audiobooks to 30+ million customers in 190 countries. Kobo delivers the best digital reading experience through creative innovation, award-winning eReaders, and top-ranking mobile apps.
Kobo is a part of the Rakuten group of companies. #RKIND
Accommodations and Accessibility
Rakuten Kobo Inc. is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in the selection process are available on request. Any information received related to accommodation needs of applicants will be addressed confidentially. Please reach out to our Employee Experience team via the email below if you require any accommodations.
Questions
If you have any questions about this role or other opportunities, please reach out to Andrew McNabb, Early Careers Recruiter at andrew.mcnabb@rakuten.com.
Next Steps
If you want to learn more about Rakuten Kobo, you can find additional information on our internship and co-op opportunities here and learn what it is like working at Rakuten Kobo here. Please feel free to explore our Glassdoor and LinkedIn profiles as well to learn more about our organization.
Rakuten Kobo would like to thank all applicants for their interest in this role. Please note however that only candidates who are shortlisted for an interview will be contacted. Please feel free to reach out if you wish for an update after applying.
