Associate Analyst, Publisher Operations

Publisher Operations is an upbeat, eager-to-learn team that works with Client Delivery and Client Success Managers to ensure the overall health of our clients’ listings. The team does this by responding to incoming support tickets and working with internal and external teams to resolve them.

We’re looking for an Associate Analyst with good attention to detail, capable of resolving technical issues as efficiently as possible! In conjunction, this individual is hardworking and will be motivated by active collaboration with other Yext teams within Operations and around the company. This person can talk to anyone from any team. This role has very high visibility due to its scope and multi-functional processes.

What You’ll Do

• Field API related questions from any internal Yext team through inbound tickets
• Communicate clearly and efficiently with internal teams as well as publisher support teams to ensure a positive and lasting business relationship
• Investigate and audit listings to proactively resolve account errors
• Know the latest with new publisher features such as API updates and policies to cascade to other key Yext teams
• Serve as the liaison between Google Agency Support and other Yext teams with action items and resolutions
• Ensure all ticket requesters are updated on their issues in a timely manner
• Work to fix unavailable Facebook, Yelp, Apple, and GMB listings
• Support Client Success Managers in diagnosing technical issues and communicating the issue with their client
• Supervise and report on error trends across our publisher network
• Maintain the Yext category taxonomy and handle all aspects of matching categories to new partner and publisher category lists
• Manage our outsourced team, including performing daily checks and providing support for raised issues

What You Have

• BA/BS degree or a similar college level education
• Thrives in a fast-paced environment with multiple priorities and responsibilities
• Proficiency in excel, experience writing SQL queries (though not required)
• Detail-oriented with good organizational skills and patience to work through complex issues
• Ability to work quickly and independently with excellent time management skills required
• Outstanding and effective communication skills; along with solid ability to communicate issues across departments and with external contacts while using relevant verbiage

Last updated on Aug 23, 2024