EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Mission

As Catalog & Data Services Manager, you’ll lead the team responsible for Catalogs & IRs in our Discovery platform, owning end-to-end content lifecycle, as well as identifying and delivering areas EBSCO could provide Professional Services around bibliographic data. This team has a powerful opportunity to improve our end users’ experience with searching, discovering, and integrating various ILS in our platforms.

The Catalog & Data Services Manager will need to have the ability to work with multiple Product, Sales and technical teams in order to ensure the best services are provided to meet business goals.  They will mentor and guide their team of Content Integration Engineers, to provide the highest levels of quality assurance, customer support, and satisfaction during the initial implementation process and beyond.  They will partner and work closely with the SaaS Implementation Managers, Library Service Engineers, FOLIO Implementation teams, Global Customer Support and any other 3rd party teams to ensure processes are streamlined, obstacles are removed, and the team is operating at optimal levels.  The position will also participate in stakeholder activities that are dedicated to adoption of EBSCO technology-enabled products globally, customer satisfaction driven creative technical solutions, and delivering customer input directly into the software development lifecycle.

Primary Responsibilities

• Manage and grow a team of Content Integration Engineers, across functions that include data integration, transformation and  processing.
• Prioritize, troubleshoot, and define actions plans to successfully resolve escalated issues. 
• Proactively identify, prioritize and solve challenging operational challenges through engagement with PM and other Services teams.
• Proactively identify areas where EBSCO could provide services and solutions that improve customer adoption of EBSCO products related to bibliographic data.   
• Monitor weekly dashboards and reports to take appropriate action as needed to maintain currency.
• Analyze data migration and transformation techniques to standardize and scale operations.
• Develop and maintain tooling required to ensure operational efficiency
• Attract, recruit, develop and retain top talent. Cultivate and groom leaders.
• Coach for strong collaboration and shared accountability, with a focus on thoughtful, fast, and disciplined execution.
• Identify and solve cross-functional and inter-team challenges. Build positive, trust-based culture.
• Coach team on building trust through high-quality, thoughtful, and consistent delivery of content projects that vary in complexity and size.
• Support our partner organization in India and our vendor partners responsible for daily content production.
• Additional responsibilities include coordinating with other Content, FOLIO Implementation Consultant, Software Service, and Global Customer Satisfaction management teams to implement and utilize consistent and effective processes across all teams supporting SaaS customers.

Role-Based Competencies

• Time management skills
• Active Listening
• Clear & articulate communication
• Fosters continuous improvement & innovation
• Ability to provide constructive feedback
• Ability to motivate others
• Conflict Resolution
• Acts decisively
• Technologically minded
• Resourceful & creative problem solving skills
• Uses persuasion and customer advocacy to produce optimal results
• Able to effectively communicate and present technical concepts to both technical and non-technical professionals. 
• Committed to working with team members in other countries and time zones around the globe.
• Comfortable building long-distance relationships (via phone, email, Skype, etc.)
• Adjusts quickly to shifting priorities and conditions. Copes effectively with complexity and change, while maintaining focus on priorities.

Required Qualifications

• Bachelor’s degree in communication, information, or publishing, or relevant experience 
• 3+ years’ experience as a people manager, with strong coaching mindset
• Must have superb communication and presentation skills. Proven ability to communicate complex change and motivate others.
• Must have excellent coaching and mentoring skills. Track record of supporting growth and development of teams and individuals.  
• 1 year+ experience interacting with data visualizations to understand and identify trends, draw conclusions and/or answer business questions, and develop recommendations for action plans based on analysis.

Preferred Qualifications

• Strong skills in cross-functional collaboration and influence.
• Experience working as a developer, systems librarian or similar role.
• 1+ years of experience with Customer Relationship Management Systems (CRM)
• Demonstrated ability to work within an established system while also challenging the status quo.
• Demonstrated affinity for technology. 
• 2+ years experience working with standard bibliographic data and content formats including but not limited to: XML, MARC, MODs, DC, EAD etc
• 2+ years of data management experience
• 2+ years experience working with REST APIs for common tasks related to library or related systems
• Good understanding of programming and scripting

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.