Note: The job is a remote job and is open to candidates in USA. Yext is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere. As a Publisher Operations Analyst, you will investigate, escalate, and resolve technical issues across a network of over 200 publishers, ensuring exceptional service and client satisfaction.
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
Skills
- 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
- Familiarity with APIs
- Basic experience writing scripts to iterate tasks or manipulate data a plus
Benefits
- Medical, dental and vision benefits
- Life insurance
- Short term and long-term disability
- 401(k) retirement plan
- Vacation and sick leave
- Equity (stock) based compensation
- Variable pay programs based on performance relative to goals and targets
Company Overview
Yext is a leading digital presence platform for multi-location brands. It was founded in 2006, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://www.yext.com.Company H1B Sponsorship
Yext has a track record of offering H1B sponsorships, with 12 in 2025, 20 in 2024, 13 in 2023, 17 in 2022, 16 in 2021, 22 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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