Customer Data Manager

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:

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.

Qualifications

• 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.

Working Conditions: Normal office environment.

ADA/EAA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.