Public Library of Science - PLOS

• 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.

• As part of a cross-functional product team, contribute designs, code, tests, code reviews, and excellent judgment towards the development and continuous improvement of our digital platforms. • Participate in agile ceremonies and evolving development practices of the team. • Contribute to the overall platform architecture. • Ensure new work is delivered in alignment with said architecture. • Establish and support development processes. • Provide stewardship of the long-term sustainability of our platform and actively manage platform health and technical debt.

• 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.

• Manage and consult on technical aspects of the production workflow from creation of initial deliverables through publication and beyond for all research outputs. • Develop technical quality improvements to the Production workflows. • Resolve and troubleshoot problems related to composition and ingestion with the production vendor. • Monitor and resolve publishing problems, syndication and indexing issues and communicate with PLOS staff about distribution and reach of PLOS content. • Ensure that PLOS content conforms to evolving syndication partner requirements, and work with internal stakeholders on improving the syndication process by providing technical support in the creation of new workflows/APIs. • Identify technical issues affecting journal content and other research output production and/or display. • Collaborate with internal and external stakeholders to ensure a quick resolution and prospective timelines. • Train production staff on new workflows related to technical updates, as well as provide general training for new starters. • Own end-to-end technical quality improvements across production workflows, with a deep specialization in XML-first based publishing, from issue identification through resolution, validation and sustained prevention.

• Design a structured manager curriculum (e.g. ‘New Manager Essentials’, ‘Leading Through Change’, ‘Coaching and Feedback’, ‘Performance and Difficult Conversations’) • Implement blended learning (workshops, e-learning, peer learning, coaching) tailored to different levels of managers • Equip managers with people management skills shown to drive engagement, such as goalsetting, recognition, coaching, and communication. • Build manager skills to lead change locally: translating strategy, agile ways of working, addressing resistance, and sustaining new behaviors in their teams. • Integrate change leadership skills into the manager development pathway. • Identify leadership competencies aligned to PLOS’ strategy and values, and design development pathways for emerging, mid-level, and senior leaders. • Implement development programs (e.g. high potential cohorts, stretch assignments, mentoring) to build a robust internal pipeline. • Support succession planning by aligning learning plans with critical roles and future organization design. • Conduct training needs analysis across functions to prioritize capability gaps with the highest business impact. • Develop an annual manager and leadership development plan with clear objectives, measures, and budget. • Manage a centralized learning and development budget. • Establish evaluation methods (surveys, behavior change, performance metrics) to track results and continuously improve programs. • Promote a culture where managers role model learning, share best practice, and support development in their teams. • Curate cost-effective learning resources (playlists, toolkits, internal facilitators, and selected external providers). • Partner with People Business Partners to integrate learning into performance management and talent processes.

• Lead the architecture, implementation, and optimization of marketing workflows, appropriate use of lead scoring models, automations, and nurture programs in HubSpot. • Own platform integrations between HubSpot and tools such as Google Ads, LinkedIn, social media, and other marketing platforms. • Collaborate with the Reporting, Insights & Analysis Manager to ensure structures, systems, and tagging support accurate reporting and attribution. • Supports the Reporting & Insights Manager with data accessibility, cleanliness, and technical enablement. • Partner with the Senior Marketing Operations Manager (Digital) and their team to ensure seamless automation and triggered communications across email, web, social, and advertising. • Maintain high data hygiene standards, governance, and compliance with privacy regulations (e.g., GDPR, CAN-SPAM). • Define and document best practices and operational processes for marketing systems use. • Evaluate and implement new HubSpot features and third-party integrations to improve marketing performance and operational efficiency. • Support training, onboarding, and platform enablement across the marketing and communications team. • Manage and support the Email Marketing Manager to deliver their responsibilities, coaching them and developing them.

• Manage and consult on technical aspects of the production workflow from creation of initial deliverables through publication and beyond for all research outputs. • Develop technical quality improvements to the Production workflows. • Resolve and troubleshoot problems related to composition and ingestion with the production vendor. • Monitor and resolve publishing problems, syndication and indexing issues and communicate with PLOS staff about distribution and reach of PLOS content. • Ensure that PLOS content conforms to evolving syndication partner requirements, and work with internal stakeholders on improving the syndication process by providing technical support in the creation of new workflows/APIs. • Own end-to-end technical quality improvements across production workflows, with a deep specialization in XML-first based publishing, from issue identification through resolution, validation and sustained prevention. • Identify systemic quality issues by analyzing recurring error reports, XML validation failures, syndication and downstream partner feedback, author-reported content or usability issues, and internally observed workflow pain points.

• Monitoring journal performance vs metrics and ensuring that timely actions are taken to address any issues, escalating to the Publisher and/or relevant team as necessary. • Oversee the performance of the Editorial Board Members, ensuring editors are performing in accordance with defined standards, and that their workloads are appropriate and manageable, recruiting additional members when needed. • Set and manage the budget for the journal, with support from the Publisher, including submissions, publications, revenue, waiver spend, stipends and sponsorship. • Plan and implement journal development strategies, taking into account individual journal performance and development needs, as well as the overall PLOS strategy • Contribute to the development of PLOS’ publishing strategy, positioning the journals to make them the first choice for authors and readers and appealing for institutions, librarians and funders, ensuring that each journal has a competitive value proposition which differentiates them within our portfolio and from competitors • Foster strong rapport with external editorial board members and key stakeholders, with a particular emphasis on cultivating an excellent working relationship with Editors-in-Chief while holding regular meetings to ensure alignment and maintain engagement. • Proactively identify strong editorial board candidates and Editor-in-Chiefs as needed, recommend top prospects for appointment or advancement, and analyze subject-area gaps to establish targeted recruitment goals for the journals. • Build journal content by identifying and contacting senior researchers to encourage submissions, working with Editorial Board Members to identify and commission appropriate reviews, commentaries, editorially-led thematic series and collections, and liaise with the appropriate in-house teams to take these forward • Provide business and market intelligence to guide growth and decision-making, using data modeling practices to analyze your findings and create suggestions for strategic and operational improvements and changes • Work in close partnership with Editorial, Publishing Operations, Editorial Board Services, and Marcomms to ensure the journals contribute to the achievement of PLOS’ strategic goals and keep PLOS at the forefront of open science publishing • Work with the Open Research team to support the development of Open Science practices within the journals’ communities through uptake of existing OS features and development of new ones • Maintain in-depth industry knowledge, awareness of market trends, innovations and awareness of evolving community and customer (author) needs • Actively represent and promote PLOS as a thought leader across the scientific, scholarly communication, and higher education sectors through attendance and speaking at key meetings and events, and through activities with like-minded organizations.