ILS Operations Support Manager
About The Position
Ingram Content Group (ICG) is hiring an Operations Support Business Manager (Library Services) to contribute to our team in LaVergne, TN just outside Nashville. This is not a remote position. The Operations Support Business Manager manages detailed operational interactions between Library clients, the Library Operations team, the DC Operations team, Lightning Source, Credit, Transportation and Customer Care. They identify, develop and facilitate operational improvements that impact Library clients and associates. They also provide resolution of complex issues and develops and institutes permanent solutions. This manager helps drive business efficiencies and where possible provides cost reduction with the ultimate goal of delivering a superior operational experience for Library clients. They also partner and influence across Ingram to remove performance barriers and achieve mutual business objectives. The Operations Support Business Manager develops and maintains direct communication and feedback loops with Library clients and Distribution. In addition, they coordinate with the Distribution team to ensure problem determination, resolution, and communication with internal and external stakeholders. They’ll take ownership of ensuring operational excellence for key wholesale accounts and large one-time projects. Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries, and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning.
Requirements
- Bachelor’s degree or year-for-year equivalent experience
- 5 years specific Library or equivalent experience
Nice To Haves
- Project management skills
- Client relationship management experience
- Experience using Mainframe
- Experience presenting to business leaders and Executives
- Strong PowerPoint skills
- Attention to detail
- Ability to adhere to deadlines and meet key deliverables
Responsibilities
- Partners effectively with Library stakeholders (account services, sales, bids collection development, cataloging, EDI), and other ICG managers to ensure business objectives are met.
- Interfaces regularly with Library clients to develop a deep understanding of their needs, articulated and non-articulated.
- Provides analysis and detailed specification requirements for operational process enhancements.
- Ensures that new and existing processes operate smoothly; interacts with other departments to maintain a high level of operational success throughout the entire client journey.
- Makes recommendations about improving efficiency in Operations and Product with regard to Library Services processes and policies.
- Serves as principal escalation point for critical distribution center Library issues and takes leadership and ownership of the resolution path.
- Works with sales to develop services solutions for Library clients.
- Works directly with the Director of Library Operations to put together the yearly operations budget.
- Assists the Product team with ensuring optimal inventory levels based on anticipated title level demand for key academic clients.
- Participates and provides information in client conversations as needed.
- Works with sales and Library clients to review and improve operational relationship issues (e.g. fill rate, price/discount discrepancies, etc.).
Benefits
- A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
- 15 vacation days & 12 sick days accrued annually and 3 personal days
- 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
- Wellness program with access to onsite gym and basketball court for associates
- Encouraged continued education with our tuition reimbursement program
- Financial and in-kind opportunities to engage with non-profits in your community
- Company match program for United Way donations
- Volunteer opportunities and in-kind drives for non-profits throughout the year
- Take breaks or brainstorm in our game room with ping pong & foosball
- Casual Dress Code
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What This Job Offers
Job Type
Full-time
Career Level
Manager
