Publisher Operations Analyst

• Master publisher concepts, workflows, and requirements while staying current with evolving products
• Investigate, escalate, and resolve difficult client issues across a network of over 200 publishers
• Represent Yext to clients and publishers
• Liaise with publishers to manage operational pipelines, resolve issues, and communicate status to clients
• Work cross-functionally with Support, Client Success, Operations, Product, and Engineering
• Manage and prioritize multiple inbound requests through completion
• Manage ticket strategies and adhere to SLAs
• Meet or exceed quarterly QA, CSAT, productivity, and KPI targets
• Troubleshoot product and publisher issues using complex processes and nuances
• Build and maintain internal process documentation
• Consolidate product feedback for internal stakeholders
• Coordinate with Engineering and Product to scope, test, and implement features
• Maintain Yext category taxonomy and match categories to partner and publisher lists
• Manage the outsourced team, including daily checks and escalated-issue support
• Use SQL, Snowflake, and scripts to evaluate operational health, audit client accounts, and resolve issues at scale

• BA/BS degree or similar college-level education
• Eagerness and flexibility to learn and contribute
• Comfort working in a fast-paced environment with multiple priorities and responsibilities
• Ability to work quickly and independently with excellent time management and organizational skills
• Detail-oriented mindset with patience to work through complex issues
• Outstanding interpersonal and cross-departmental communication skills with external contacts
• Proficiency in Excel
• Experience writing SQL queries
• Preferred: Familiarity with APIs
• Preferred: Basic experience writing scripts to iterate tasks or manipulate data
• Preferred: Proficiency in Spanish, French, and/or German

• Collaborative team support
• Positive team culture
• Ownership and responsibility with direct impact on client experience and Yext product success
• Opportunity to grow skills and capabilities