Customer Data Manager

OCLC • Dublin, OH

20h • Hybrid

About The Position

Together we make breakthroughs possible. At OCLC, we build technology with a purpose: to connect libraries and make knowledge accessible worldwide, because we believe that what is known must be shared. Our teams work with complex global datasets, AI and machine learning, hybrid cloud solutions, and other technologies that connect people and organizations to the information they need. We value the power of unique perspectives and experiences to unlock innovation. At OCLC, your ideas matter, whether you have two years of experience or 20. You’ll learn, create, and problem-solve with technologists, product developers, librarians, researchers, marketing pros, and support teams around the world. Why join OCLC? OCLC is consistently recognized as a best place to work by several independent programs. We recognize and reward people and results with a comprehensive Total Rewards package. This means competitive compensation that reflects your unique contributions—performance, experience, and skills—along with exceptional benefits, including best-in-class health coverage, retirement plans with generous company contributions, and a commitment to your overall well-being. We know the best ideas don’t always happen at a desk. Take a walking meeting around our 100-acre campus or enjoy lunch on the patio. We’re committed to your success—both personally and professionally. Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs. Free use of our on-site fitness center, gym sports, group exercise classes, and game room Onsite catering and cafeteria subsidized by OCLC Health and wellness events Work environments with individual and team spaces and the latest technology tools Paid parental leave and adoption assistance Tuition reimbursement and Public Service Loan Forgiveness eligibility Company-subsidized pricing on local tickets and memberships Join us in transforming how people everywhere access information and be part of a mission-driven team that makes a global impact. The job details are as follows: Serve as an OCLC Customer Data Steward, responsible for managing data in the Master Data Management (MDM) system. Manage the team responsible for adding, deleting and updating customer account information in OCLC’s MDM, CRM (customer relationship management) and related internal systems. Manage the creation and maintenance of OCLC symbols, which are used to identify libraries in WorldCat. As customer data steward, provide input to the OCLC Data Governance Committee as needed on the customer and account management processes. Serve as first-line support for any OCLC customer with changes to their customer information, such as new contacts, addresses, phone numbers, email address and for all customers, or additions, changes or questions about their OCLC symbols. Provide sales operations support by developing price quotes for WorldShare Management Services, OCLC Cataloging, WorldShare ILL and Tipasa subscriptions in the Americas, along with other services that might be added to the OCLC service suite. Additionally, manage specific annual OCLC Group Services Renewals, which include group pricing for OCLC Cataloging, WorldShare ILL and FirstSearch subscriptions.

Requirements

• Position requires a bachelor’s degree in Business or related field
• A minimum of 10 years of management in a data management, customer support, billing or order management environment.
• Managerial and leadership qualities, with demonstrated experience managing projects and supervising staff.
• Excellent interpersonal and verbal communication skills.
• Able to handle high-stress situations effectively, with tact and diplomacy.
• Strong analytical skills are required, including problem-solving, team-building and process-analysis skills.

Responsibilities

• Manage the team responsible for day-to-day entry and maintenance of customer data. Customer account information includes customer name, address, contacts, email, URL, assets for services provisioned, and product specific attributes etc. The account and customer data are used to determine pricing, provision OCLC services for system access and determine affiliation with the distribution channel partners. The information supports quality order process flows and accurate data handling and ensures that our customers have appropriate and accurate access to the services they subscribe to.
• Manage the team responsible for creating and maintaining OCLC symbols.
• Develop and audit price quotes for libraries in the Americas for the following services: WorldShare Management Services, OCLC Cataloging, WorldShare ILL, Tipasa and OCLC Group Services renewals.
• Create reports as requested from management at all levels and throughout all organizational units. The data is the basis for marketing campaigns and promotions, tracking sales opportunities, service interactions and order history.
• Develop and manage system enhancements related to customer data management.
• Create and implement policies regarding account set up, ensuring reduction of duplicate accounts and an account structure that supports business direction.
• Communicate internally and externally about account set up changes or additions.
• Lead and participate in process improvement projects that pertain to account data management.
• Determine, implement, and analyze metrics to measure accuracy and consistency of account data.

Benefits

• Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs.
• Free use of our on-site fitness center, gym sports, group exercise classes, and game room
• Onsite catering and cafeteria subsidized by OCLC
• Health and wellness events
• Work environments with individual and team spaces and the latest technology tools
• Paid parental leave and adoption assistance
• Tuition reimbursement and Public Service Loan Forgiveness eligibility
• Company-subsidized pricing on local tickets and memberships

What This Job Offers

• Job Type: Full-time
• Career Level: Manager