Employment Opportunities

Customer Service Coordinator - Project MUSE


Project MUSE is a multi-million dollar electronic database of academic journals and monographs in the humanities and social sciences. We produce over 700 academic journals as well as front-list and back-list monographs from approximately 300 academic publishers. Project MUSE is a division within The Johns Hopkins University Press, one of the largest of the US-based university presses. In continuous operation since 1878, the Press remains a leader in scholarly book, journal, and digital publishing.
 
This position reports to the Associate Direct of Project MUSE, Director of Finance and Operations.  Support includes managing data from over 70,000 books, 700 journals and 300 publisher and a customer base of ~3,000 institution as well as individuals.
 
Position works independently as part of a small Customer Support team.  Approximately 30% of the position is dedicated to business functions and 70% to customer support.
 

Primary Duties and Responsibilities

  • Process books orders, journal renewals and payments for all electronic products within Project MUSE through the THINK fulfillment system
  • Provide both highly technical and non-technical customer support to both external and internal clients
  • Troubleshooting access control issues for collection and individual sales requiring an understanding of many institutional authentication methods such as IP, Shibboleth, referring URL, open URL
  • Assist with the testing of workflows, upgrading of systems and new product offerings
  • Create and maintain documentation for workflows and processes
  • Create and generate reports using THINK, Report Writer and Crystal Reporting
  • Recommend policy and procedure changes for efficiencies
 Business Support job duties include:
  • Create bi-monthly journal sales reporting on paid and accounts receivable activity
  • Run crystal reporting on journal and book sales and customer access bi-monthly
  • Serve as point of contact for publisher questions via a shared mailbox, coordinate communication with other MUSE departments
  • Maintain contact information for Books, Journals and Open Access publishers
  • Create and track vendor setups and updates for publisher royalty and sales distribution payments using PaymentWorks
  • Assist with creation and mailing of book semi-annual and journal quarterly publisher statements of over $20 million annually
  • Recommend and develop workflows for operational efficiencies

Qualifications


Minimum Qualifications (Required)
  • High School Diploma/GED required.
  • Three (3) years of related work experience required.
 
Preferred Qualifications
  • Three years or more of fulfillment and digital publishing experience, preferred
  • Working knowledge of THINK fulfillment system, preferred
  • Working knowledge of Crystal Reports, preferred
  • Experience with the LiveAgent ticketing system, preferred
  • Experience with SAP or similar accounting system
 
Special Knowledge, Skills, and Abilities
  • Must have working knowledge of Excel, Word, Adobe, as well as a comfort level with internet products and services
  • Basic understanding of library systems and services
  • Strong organizational and communications skills
  • Must work well collaboratively with multiple departments
  • Work independently
  • Strong problem solving, communication and relationship building skills
  • This position requires innovation with regard to improved tools to make the product easier to use, and suggestions to improve the customer services experience.
Click here to apply for this position

Customer Service Representative - Journals Division


The Customer Service Representative (CSR) will provide excellent customer support services to journal subscribers, membership societies, and other clients of the Johns Hopkins University Press Journals Publishing Division. This frontline position will be responsible for order/payment processing and subscription fulfillment for journals published by the Press and its clients. The CSR will also serve as a customer service liaison with membership organizations and their members, and will see that all records are accurately maintained. This position is an interactive, operational part of the Press.

 

Primary Duties and Responsibilities

  • Enter subscription and membership orders correctly and in a timely manner.
  • Process order payments.
  • Assist subscribers with placing orders and account maintenance (e.g., passwords, address changes and corrections, undeliverable accounts).
  • Provide basic membership and conference registration services for associations, including the review of daily membership reports for duplicates and errors.
  • Professionally respond in a timely manner to multichannel correspondence (phone, email, web form) from subscribers and journal contributors, members and society leaders, subscription agents, and bookstores (e.g., requests for invoices, claims for missing issues, product information queries, order/payment assistance).
  • Carefully document customer contact and issues.
  • Complete assigned projects (gratis lists, conversion lists, etc.) accurately and on time.
  • Run daily and monthly reports to monitor the status of customer accounts and orders.
  • Other duties as assigned.

Qualifications

  • High School Diploma/GED required. AA degree, related coursework, or higher college degree preferred.
  • Minimum 2 years of experience in a fast-paced, detail-oriented customer service environment preferred.

 

Special Skills and Knowledge:

  • Excellent oral, written, and interpersonal customer service skills are essential, with aptitude for figures and attention to detail.
  • Experience using computers and MS Office (particularly Excel & Outlook) a must.
  • Ability to work with little supervision and adhere to strict deadlines.
  • Specialized database, call center, and journals publishing/subscription fulfillment experience a plus.
Click here to apply for this position

Electronic Publishing Production Specialist - Project MUSE

Project MUSE is a multi-million dollar electronic database of academic journals in the humanities and social sciences.  We produce over 400 academic journals as well as front-list and back-list monographs from over 80 academic publishers.  
Project MUSE is a division within The Johns Hopkins University Press, one of the largest of the US-based university presses. In continuous operation since 1878, the Press has been and remains a leader in scholarly book, journal, and digital publishing.

 

Primary Duties and Responsibilities


The position of Production Specialist will work with content from scholarly publications including journals, books and electronic references. 
 
The position is responsible for:
  • PDF quality control
  • XML quality control
  • Table of Contents quality control
  • Special projects as assigned

The Production Specialist supports content in a variety of Web-based formats including PDF, HTML, multimedia, and XML. The daily activities of the Production Specialist include assigning ebooks to subject discipline collections as well as PDF creation and manipulation, XML manipulation, Web publishing, troubleshooting production schedules and PDF/XML file editing. The candidate should be comfortable in a fast-paced production environment with competing priorities while maintaining an excellent attention to detail.
 

Qualifications


Related Work Experience:
  • High School/GED. Bachelors in a social science or humanities field preferred.
  • Minimum of 2 yrs of production experience in Web publishing. 
  • Additional education beyond High School may substitute for required experience to the extent permitted by the JHU equivalency formula. 
JHU Equivalency Formula:  30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
 
Personal Skills:
  • Diligent work habits and ability to meet tight deadlines
  • Demonstrate a high level of professionalism
  • Strong written and verbal communication skills
  • Self-motivated, creative problem-solver with an excellent attention to detail
  • Must be a team player
  • Willingness to learn new applications and follow web standards 
 
Technical Skills:
  • Proficiency in technologies for electronic publishing including Adobe Acrobat
  • Proficiency in web publishing technologies including HTML and CSS.
  • Knowledge of XML.
  • Knowledge of web standards and web browser capabilities and ability to create cross-browser compliant publications.
  • Knowledge of 508 compliance and ADA accessibility standards and tools for both Web page and PDF publishing a plus.
  • Ability to learn new electronic publishing technologies
  • Demonstrate the ability to troubleshoot and resolve issues and errors
 
Machines and/or equipment used on the job, include % of time used:
Workstation (mac and/or windows) 100%

 
Degree of independent action performed on the job:
medium
 
Internal and external contacts required as part of the job:
Publishers, XML Vendors, Production Staff Members        

  Click here to apply for this position

Book Designer

Johns Hopkins is one of the largest university presses, publishing about 140 books each year. We have a team of exceptional professionals committed to bringing the benefits of discovery to the world by providing global access, impact, and influence for the scholarship that we publish and distribute. The book designer reports to the art director and will be involved in the creation and management of covers, interiors, and ancillary materials.
 

Primary Duties and Responsibilities

The designer in this position is responsible for creating and adapting text designs, some of which involve rethinking standardized templates or series designs and producing custom designs that present the content with clarity and freshness to meet marketing and editorial expectations. This role involves writing instructions for typesetters and requires close collaboration with the books production staff and their vendors. Occasionally text typesetting would be a possibility.
The book designer is also expected to create strong cover and jacket designs in a timely manner with multiple submissions and rounds of adjustment as standard. Close collaboration with editors and marketing staff is a given, along with active, knowledgeable participation at cover and launch meetings.
Excellent communication skills are essential along with the ability to listen, interpret, and verbalize design concepts and elements to all levels of the organization. The duties of this position include the complete preparation of materials for composition, printing and/or binding, and checking proofs at all stages for adherence to project specifications and Press standards of quality.
 

Qualifications

Minimum Requirements: BFA or similar graphic arts training and education required.
Skills/knowledge: thorough knowledge of type and typesetting systems including the Adobe Suite, book production procedures and techniques, and proficiency on Macintosh computers.
Related work experience: 5 years of book design experience, preferably in a university press environment.
  Click here to apply for this position

Manager, Strategic Initiatives and Business Intelligence-Project MUSE

Project MUSE a pioneering database of academic journals and monographs in the humanities and social sciences serving libraries and their patrons with unparalleled access to quality scholarship and rewarding reading experiences across the globe. Scholars, researchers, and curious readers can access more than 700 academic journals and 70,000 e-books from more than 200 academic publishers. Project MUSE is a division of Johns Hopkins University Press, one of the largest U.S.-based university presses. In continuous operation since 1878, the Press has been and remains a leader in the publishing, aggregation, and distribution of scholarly books and journals in all formats.

The position of Manager, Strategic Initiatives and Business Intelligence is a senior position that reports directly to the Associate Director of Project MUSE. The position may have 2-3 direct reports.

The Strategic Initiatives and Business Intelligence Manager will collaboratively surface important questions about MUSE’s business models and other aspects of its operations that can be answered quantitatively and then embark on the answers in conjunction with leaders across MUSE.  This person will also be in charge of extracting and mining data sources across systems to support the business of the discovery, posting, and selling content to stakeholders around the world.  The products and services that MUSE stewards include scholarly journals, books, and electronic references.

This position works within Project MUSE to define, develop, and communicate strategic initiatives in support of executive-defined objectives, and delivers decision support to operational and executive leaders. Specifically, this role will:
 

  • Provide analytical support for strategic initiatives and business opportunities.
  • Identify and assess new strategic business and revenue generation opportunities.
  • Assist Project MUSE teams in optimizing current systems and achieve organizational efficiency and growth.
  • Manage projects from developing project plans through to monitoring performance.
  • Develop business case documents, requirements documents, and communication plans for strategic initiatives.
  • Extract, review, and validate monthly usage reports and create monthly communications.
  • Work with IT to establish requirements for a data warehouse and a business information strategy.
  • This leadership role will include the ability to prioritize competing demands and draw upon, delegate, and foster collaboration amongst team members to ensure the successful completion of projects in the allotted timeframe.

Primary Duties and Responsibilities

  • Develops and manages a business intelligence strategy.
  • Assesses results and establishes monitoring mechanisms.
  • Builds and leads teams of stakeholders from various business units to define, plan, and communicate strategic initiatives.
  • Works with staff across Project MUSE to identify opportunities for efficiencies and improvements in business processes.
  • Clearly defines the business requirement and the opportunity for improvement; gathers information, maps the process, analyzes results and validates information.
  • Ensures solutions identified are in line with business priorities.

Qualifications

  • Bachelor’s Degree required in publishing, communications, analytics, or related field. Advanced degree preferred.
  • Six years of experience in a professional environment where the required knowledge base and skills have been utilized, and a minimum of 3 years of data analytics.
  • Experience in Digital Publishing, Project/Program Management, Business Analysis/Processes, and/or Change Management required.
  • Five or more years of leadership experience preferred.
  • Candidate must have the ability to independently lead projects and teams.
  • Possess proven relatable experience that will improve the Project MUSE product and publisher services.
  • Ability to produce high-quality written reports, which effectively present complex information to colleagues and publishing partners.
  • Working knowledge of Tableau and/or related business and intelligence analytics software.
  • Knowledge of Google Analytics.
  • On occasion, candidate may need to work evenings and weekends.
  • Candidate must be able to work remotely and in-person.

Key Competencies:
  • Established analytical, critical thinking and problem-solving abilities.
  • Proven management and organizational skills.
  • Demonstrates respect for process and knowledge and exercises diplomacy in working with sponsors, subject matter experts, stakeholders, team members, and leadership.
  • Strong adaptability and capacity to work in fast-paced environments.
  • In-depth understanding of organizational data flow and its use in management decision-making.
  • Knowledge of project management theory.
  • Exceptional analytical skills.
  • Excellent team-working skills.
  • Creative, drives for results.
  • Strong communication, information visualization, and presentation skills.
  • Working knowledge of Google Analytics.

Additional Information:

This is a telework opportunity during COVID-19. This position is based out of the Homewood campus located in Baltimore, Maryland; currently staff are working virtually due to the COVID-19 pandemic. 



 

  •  
Click here to apply for this position

Production Specialist - Journals Division

As a production specialist in the Journals Division, you will oversee the day-to-day workflow necessary to publish approximately 40-55 journal issues a year. You will manage all stages of production from typesetting to mailing, producing final files suitable for print, online, and reprint publication. This position directly impacts the profitability of the Press and plays a key role in keeping or acquiring new journal titles as the primary contact for his or her editorial teams.

NOTE: The Production Specialist position is based out of the Homewood campus located in Baltimore, Maryland; currently all staff are working virtually due to the COVID-19 pandemic.  This is a telework opportunity during COVID-19.

 

Primary Duties and Responsibilities

  • Manage all production and distribution logistics for approximately 40-55 journal issues annually in collaboration with 8-12 editorial offices (mostly outside the Hopkins community) and 4-8 different vendors. Oversee typesetting, printing, and mailing for both print and online publication.
  • Establish good relationships with assigned publishing partners and vendors and communicate with them frequently. Answer most common questions or direct to the proper department. Inform editorial teams of any changes or updates to departmental policy.
  • Develop, track, and troubleshoot production schedules for your journal group and ensure adherence to the schedule by editors and vendors throughout. Track all stages of production and post-issue processing, proactively recommending ways to meet schedule to editorial offices. Learn to forecast print dates accurately.
  • Review and approve all stages of pre-press or proofs before publication and set print runs, consulting manager as needed. Review art files for quality. Order mail labels and upload final files for online publication. Increasing your knowledge about these processes  is expected.  
  • Identify rights & permissions problems in issues and assist in solving them. Use various existing publishing agreements appropriately. Understand author reprint policy and inform author or direct requests to Rights & Permissions as appropriate.
  • Enforce page budgets, bill for memberships and extra production charges, approve and code production invoices correctly. Assist manager in closing by providing information and accurately invoicing excess costs. Learn to recognize cost drivers.
  • Back up colleagues as needed and document processes for your journal titles. Actively collaborate in departmental initiatives and participate in meetings. Assist in documenting departmental processes. Help train new staff members.
  • Collaborate with coworkers on projects such as proofreading marketing pieces, compiling statistics for annual postage statements, and so on. Occasionally oversee changes in cover design, working with in-house layout staff and the editorial team. Recommend changes and offer creative ideas; obtain editorial input and approval with some managerial guidance. 
  • Oversees 40-55 journal issues annually in collaboration with 8-12 editorial offices (mostly outside the Hopkins community), 4-8 different outside vendors, and in-house layout team. Directly communicates with assigned editors and outside vendors to meet publishing goals. Has a direct impact on income for the Press as we earn income with each issue published. Plays a key role in retaining journal titles as specialist has daily interaction with his or her editorial teams.

Qualifications

  • High School Diploma/GED required; some college or BA/BS in liberal or graphic arts preferred.
  • Three years related experience required.
  • Experience in journal or book publishing production or a related area strongly preferred.
  • A demonstrated interest in the English language, graphic arts or a related area is essential.
  • Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula.
JHU Equivalency Formula:  30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience.  Additional related experience may substitute for required education on the same basis.  For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.        
 

Preferred Qualifications

  • Basic competency with word processing, email, Internet.
  • Familiarity with spreadsheets (Excel), databases (Filemaker), graphic design software (InDesign, Photoshop) helpful.
  • Foreign language skills helpful.
  • HTML or XML knowledge a plus.

Special Knowledge, Skills, and Abilities

  • An ability to proofread on a professional level is essential. Excellent written and oral communication skills are required to collaborate with professional scholars. Incumbent must have the ability to learn quickly. 
  • Problem Solving--The specialist is largely responsible for quality control and decision-making for day-to-day activities for their titles, with limited consultation and advice. Setting priorities among titles to ensure he or she meets production deadlines is essential. A willingness to collaborate with editors, vendors, and in-house personnel to meet goals is essential. Good judgment in when to refer questions to management is expected.
  • Interpersonal Skills--The job needs tact in demanding quality and persuasion in making changes, accelerating schedules to meet deadlines, or explaining why we can't make changes. Manage relationships with editorial teams (your customers) and vendors providing services to produce on-budget, on-time issues of high quality.
  • Mission/Service Orientation--Directly supports the mission of Johns Hopkins University Press to disseminate scholarly knowledge.
  • Teaming Skills--Incumbent must work very closely with editorial teams and production colleagues to meet the Press's publishing goals and budget. An ability to work independently is important but the specialist is also expected to back up colleagues and work cooperatively with journals coworkers on departmental or divisional projects.
  • Innovation--Creativity and innovation are encouraged in developing workflow and streamlining processes. Creativity in generating ideas about design updates.
  • Managing Change--Production is undergoing constant change due to technology and the migration of print to digital forms of media. An ability to adapt to new processes and vendors is essential.

External Contacts

Works with 8-12 editorial teams (most editors are professors) and 4-5 vendors (printers, typesetters) to produce journal issues.

 

Internal Contacts

Daily interaction with production team, marketing group, and circulation group in Journals. Also Journals Publisher on occasion, other managers on occasion. Frequent contacts with Muse production team, accounting staff, and rights & permissions staff.
  Click here to apply for this position