Analyst, Publisher Operations

Yext•New York, NY

About The Position

Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere — across AI search, traditional search, social media, websites, and direct communications. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real-time insights to AI-driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®! As a Publisher Operations Analyst, you will be responsible for investigating, escalating, and resolving technical issues across a network of over 200 publishers (Google, Apple, Facebook, Bing, Yelp, etc). We’re looking for someone with a can-do attitude, a strong attention to detail, a problem-solving mindset, and a proven ability to learn quickly. In this role, you’ll work directly with internal stakeholders (Support, Client Success, Operations, Product, and Engineering) as well as external stakeholders (Clients and Publishers). This diverse collaboration will put your ability to appropriately present information for various audiences to the test.

Requirements

BA/BS degree or a similar college-level education
Eagerness and flexibility to learn and contribute to the team
Comfortability in working in a fast-paced environment with multiple priorities and responsibilities
Ability to work quickly and independently with excellent time management and organizational skills required
Detail-oriented mindset with the patience to work through complex issues
Outstanding interpersonal skills; along with strong ability to communicate issues across departments and with external contacts while using relevant verbiage
Proficiency in excel, with experience writing SQL queries

Nice To Haves

Familiarity with APIs
Basic experience writing scripts to iterate tasks or manipulate data a plus

Responsibilities

Become a Publisher Specialist – Master Publisher concepts, workflows, and requirements; continuously learning to stay current in depth and breadth for a product that rapidly evolves both internally and externally
Manage Publisher Escalation Paths – Investigate, escalate, and resolve a diverse range of difficult client issues across the Yext Publisher Network. Overseeing escalation paths, trends, and operational health
Be a Client Advocate – Be a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening and a clear understanding of the needs of our clients
Become an expert in the Yext software and the Yext Publisher Network
Be a client-facing and publisher-facing representative of Yext
Liaise with Publishers to manage operational pipelines, drive issue resolution, and appropriately communicate work status to clients
Work cross-functionally to deliver exceptional service, and ensure we are exceeding client expectations - every time!
Manage and prioritize multiple inbound requests and drive to completion
Adhere ticket management strategies and ensure adherence to the SLA
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (set KPIs)
Follow complex processes and understand nuances in order to troubleshoot product and publisher issues
Refer to and build out internal process documentation; outlining functionality and changes in publisher integrations
Consolidate and deliver meaningful product feedback to internal stakeholders to drive product improvement
Synchronize efforts with Engineering and Product teams to scope, test, and implement product features
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 escalated issues
Use technical tools like SQL, Snowflake, and Scripts to proactively evaluate operational health, audit client accounts, and resolve issues at scale