Customer Operations Manager, Publishing Operations

Customer Operations Manager, Publishing Operations


The Manager of Customer Operations will assist the Senior Director and Senior VP in gaining an understanding of our retail customers’ operational processes as well as those of PRH to develop improvements and greater efficiencies for all parties.  Their focus is to develop and employ standard processes and protocols to remove friction in the physical supply chain such that PRH and our customers enjoy increased sales and profitability on PRH and PRHPS distribution client titles. We are looking for someone with a powerful process orientation who can leverage our existing operations and help us build on that partnership with our customers.


The right candidate will have a strong understanding of operations and physical logistics, a strong background in retail and/or distribution, and the analytical ability to assess impact in the supply chain. The position will work closely with our customers, the PRH sales reps, IT, Publishing Operations, Data Control, Fulfillment, and Customer Service – making decisions to improve revenue and drive cost savings through improved and efficient processes.


This is a great position for those who enjoy continuous learning and growth as it provides a view of many cross-functional teams!


Key areas of responsibility include:

  1. Establishing priorities with retail customers in support of existing and emerging business models, both domestic and international
  2. Working closely with the sales channels and industry groups to perform needs assessments
  3. Project management as well as development of processes, systems and tools
  4. Managing the day-to-day operational relationships with and queries from physical customers
  5. Metadata and product flow to business partners
  6. Assisting with process documentation and database maintenance
  7. Maintaining strong relationships with key customers in each channel through business review participation, and periodic conference calls



  • Enthusiasm for operations and process improvement!
  • 3-5 years working in or on project teams in an IT, Supply Chain or Operations environment
  • An orientation towards partnership and relationship building
  • Experience managing projects with internal and external stakeholders from initiation to completion
  • Ability to lead and participate in cross functional teams
  • Strong analytical skills and attention to detail
  • Ability to make recommendations after analysis/research to upper-level management
  • Keen task prioritization and follow-up skills
  • Excellent verbal and written communication skills
  • Familiarity with data feeds such as API / XML (or specifically ONIX) a plus
  • Proficiency with Microsoft Office (Word, Excel, and Outlook) required


Full-time employees are eligible for our comprehensive benefits program. Please apply using our online application process, and please include your resume and cover letter with salary requirements.


Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world.  In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.  Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children’s Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others.  More information can be found at


Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.



Company: Penguin Random House LLC 

Country: United States of America 

State/Region: New York 

City: New York 

Postal Code: 10019 

Job ID: 122201

122201Penguin Random House LLC 

Date:  Feb 18, 2021

New York, NY, US, 10019

Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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