Publisher Operations Analyst
Investigates and resolves technical issues across Yext’s publisher network while coordinating with clients, publishers, and internal teams. The role requires strong communication, attention to detail, Excel proficiency, and SQL query experience.
About the job
Responsibilities
- Investigate, escalate, and resolve technical issues across Yext’s network of 200+ publishers, including Google, Apple, Facebook, Bing, and Yelp.
- Master publisher concepts, workflows, requirements, Yext software, and the Yext Publisher Network.
- Manage publisher escalation paths, operational pipelines, trends, and operational health.
- Represent Yext to clients and publishers; guide clients through complex issues and communicate work status clearly.
- Manage and prioritize inbound requests, drive issues to completion, and adhere to ticket-management strategies and SLAs.
- Meet or exceed quarterly quality assurance, customer satisfaction, productivity, and other KPI targets.
- Troubleshoot product and publisher issues by following complex processes and understanding operational nuances.
- Build and maintain internal process documentation covering publisher integrations, functionality, and changes.
- Consolidate product feedback for internal stakeholders to support product improvements.
- Coordinate with Engineering and Product teams to scope, test, and implement product features.
- Maintain Yext category taxonomy and match categories to partner and publisher category lists.
- Manage an outsourced team, perform daily checks, and support escalated issues.
- Use SQL, Snowflake, Excel, and scripts to evaluate operational health, audit client accounts, and resolve issues at scale.
Requirements
- BA/BS degree or comparable college-level education.
- Ability to learn quickly and contribute flexibly in a fast-paced environment.
- Ability to work independently and manage multiple priorities with strong time-management and organizational skills.
- Detail-oriented, patient, and capable of working through complex issues.
- Strong interpersonal and communication skills for collaborating across departments and with external contacts.
- Proficiency in Excel and experience writing SQL queries.
Nice-to-haves
- Familiarity with APIs.
- Basic scripting experience for task automation or data manipulation.
- Proficiency in Spanish, French, and/or German.
Skills
SQL, Snowflake, Excel, Scripting, APIs, Data Manipulation, Ticket Management, Publisher Integrations
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