Wiley

Manage a high-volume support queue resolving technical and account inquiries and collaborate with teams to improve product workflows. | Bachelor's degree in a related field with proficiency in C, C++, Python or Java and strong troubleshooting and communication skills. | Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. About the Role: A zyBooks Customer Support Representative assists students and instructors with items such as troubleshooting, administrative items, and addressing general questions or feature requests. Most support is completed via email, but Support Reps might be expected to hop on Zoom calls for VIP customers or customers that need an extra hand. While addressing tickets, a Customer Support Representative should also review all internal and external processes and make suggestions on how to improve workflows for our customers as well as workflows for helping the team to better and more efficiently help our customers. Job Responsibilities: · Manage a high-volume customer support queue by prioritizing, documenting, and resolving student, instructor, billing, account, and technical inquiries. · Investigate customer issues by reviewing account records, course enrollment, subscription details, payment history, activity data, and prior ticket interactions. · Troubleshoot product, grading, access, and LMS-related issues and determine whether the cause is user configuration, course setup, an institutional system, or zyBooks functionality. · Communicate clear and accurate resolutions to students, instructors, and administrators, and summarize complex cases for internal teams. · Escalate unresolved or technical issues with complete documentation, including reproduction steps, expected and actual behavior, affected users, and business impact. · Monitor ticket volume, aging cases, response times, and recurring customer issues to maintain service levels and identify opportunities for process or product improvements. Required Qualifications: · Bachelor’s Degree in Computer Science, Computer Engineering, Math, IT, or a similar field. · Proficiency in either C, C++, Python, or Java. · Foundational troubleshooting and problem-solving skills, including the ability to gather relevant information, review account records, identify inconsistencies, and follow established procedures to resolve or escalate an issue. · Strong written communication skills, with the ability to explain information clearly, use an appropriate customer-service tone, and summarize customer issues accurately for internal teams. · Strong attention to detail and sound judgment, including the ability to review account, payment, enrollment, activity, and ticket-history information before determining the appropriate next step. · Strong organizational and time-management skills, with the ability to manage multiple customer inquiries, prioritize time-sensitive issues, and follow assigned cases through completion. · Ability to identify recurring issues and collaborate with others, including recognizing patterns across customer inquiries, documenting relevant details, and escalating potential technical or process issues to the appropriate team. Preferred Qualifications: · Experience with product troubleshooting. · Experience with Learning Management Systems such as Canvas, Blackboard, Moodle, Brightspace. · Experience with ticketing systems such as Zendesk. We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range: 46,400 USD to 66,400 USD #LI-MS1 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. We're a forward-thinking organization dedicated to innovation and growth. Our success is built on the diverse talents and perspectives of our team members, who work together to solve complex challenges and create meaningful impact. We foster a culture of continuous learning, collaboration, and professional development. Applicants who have any questions about the job application process may contact Talent Acquisition Support for assistance.

Lead commercial strategy and revenue performance for AI and data products in targeted vertical markets, engaging with senior executives and driving growth. | 10+ years in commercial or consulting roles in biomedical/pharmaceutical R&D or related industries, senior-level executive engagement experience, and strong commercial acumen in AI and data platforms. | Job Description We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. About The Role The Opportunity The VP, Market Strategy & Commercialization owns the commercial strategy and revenue performance of AI and data products within targeted vertical markets, and serves as a senior commercial presence representing the Applied Research Intelligence (ARI) business unit in executive customer engagements, VP+ level business discussions, and strategic partner negotiations. The ideal candidate brings strong commercial instincts, savvy product marketing craft, a well-established corporate R&D network, and the curiosity to anticipate market direction before it is explicitly articulated by buyers. The corporate R&D AI and data landscape is fast-moving and competitive; precise positioning and specialist deal support are often decisive. This is not a supporting role. The VP holds primary accountability for the commercial strategy of the business unit and contributes directly to ARI's broader growth strategy — operating with the autonomy, credibility, and authority that the scope demands. The VP partners closely with the corporate sales, business development, partnership management, marketing, and product teams to implement a vision for customer value creation and Wiley business growth. The Strategic Context This role owns the commercial intelligence and market strategy required to win complex, high-value enterprise opportunities and to drive the business unit's growth. The VP represents ARI's full value proposition to C-suite and VP-level buyers, capital allocation conversations, and strategic partnership reviews in our target vertical markets of life science, healthcare, engineering/chemistry/materials, and food & ag science. The VP will have particular domain expertise in Life Sciences and/or Healthcare, as these represent the largest near-term opportunities. The VP brings deep competitive intelligence, a market-independent perspective, and an extensive industry network to bear on ARI's most important commercial opportunities — owning the outcomes, not just providing inputs. The VP also holds primary accountability for identifying the next wave of revenue opportunities — surfacing emerging needs and translating them into investment cases before buyers formalize demand. Key Responsibilities Platform Commercial Strategy & Deal Acceleration (40%) • Own the commercial strategy for the highest-value and most strategic use cases and business opportunities in target vertical markets — bringing market credibility, competitive insight, and clear positioning • Partner with business development and sales to design and execute winning approaches for complex, multi-stakeholder enterprise deals — reframing buyer conversations, addressing perception and pricing objections, identify professional services or custom solution opportunities, and building momentum across the Applied Research Intelligence Platform, AI Licensing, and Database Solutions • Bring direct expertise in how corporate R&D buyers evaluate AI and data platforms (e.g., RFPs, data quality/provenance, platform vs. point-solution tradeoffs), and translate those criteria into commercial strategy • Direct the development and maintenance of a best-in-class sales enablement toolkit (competitive positioning, objection handling, ROI frameworks, demo narratives, and customer materials) in close partnership with Product Marketing • Lead strategic customer meetings and executive engagements where ARI's product positioning, commercial narrative, and VP-level credibility are required — building confidence in capabilities and roadmap at the most senior buyer levels • Monitor pipeline performance and diagnose stalls or losses tied to messaging, positioning, or competitive threats; feed insights back into enablement and roadmap discussions with the Head of Product • Define and govern the engagement model for commercial strategy support across the commercial cycle Strategic Prospecting & Market Intelligence (20%) • Own and lead market intelligence for priority segments and geographies, including competitor moves, buyer technology decisions, platform evaluations, AI/data sourcing strategies, and emerging workflow requirements • Engage the most senior prospects as a VP-level counterpart — building trust and demand signals ahead of formal procurement or sales cycles in settings that require executive-to-executive credibility • Represent ARI in industry forums, conferences, and partner events at a level commensurate with the SVP GM — building Wiley's external profile in corporate R&D markets as a commercial and thought leader • Lead ongoing market monitoring — tracking competitors, buyer behavior, and whitespace opportunities in AI and data intelligence • Leverage an established corporate R&D network to identify and engage net-new prospects across the portfolio, expanding pipeline beyond existing business development and corporate sales coverage • Establish a repeatable cadence for market briefs (monthly) and executive updates (quarterly), ensuring insights translate into sales enablement and product roadmap inputs Product Positioning & Market Development (15%) • Own and continuously advance the portfolio value proposition and positioning by buyer segment, enabling consistent and effective commercial execution • Translate technical platform capabilities into concise, buyer-ready value — without overstating what the product can deliver • "Build and maintain competitive landscape map and monitor key points of differentiation • Curate desirable content sources to meet customer use case needs and partner with the content acquisition team to secure rights • Ensure external claims and messaging are supported by validated evidence from data science • Hold primary accountability for pricing and packaging recommendations to the GM and Head of Product — grounded in buyer input, competitive benchmarks, and market intelligence Future Product Opportunity Identification & Development (25%) • Partner closely with Product Management to translate market intelligence and customer insight into a pipeline of future product opportunities — identifying where emerging AI and data capabilities can meet unmet corporate R&D needs before demand is formally defined, and supporting the successful commercial launch of new products to market. • Pinpoint platform capabilities that can be packaged into scalable offerings addressing unmet or emerging corporate R&D use cases • Lead alongside the GM and Head of Product to assess opportunities using consistent criteria (buyer need, differentiation, scalability, and platform fit — and own the go/no-go recommendation • Conduct structured discovery with prospective buyers and partners to test hypotheses, validate Wiley's right to compete, and build evidence for investment cases • Build and maintain an internal capability map to prioritize opportunities by time-to-market and willingness to pay • Deliver an internal capability assessment of current and near-term AI & DA strengths; map capabilities to known and emerging corporate R&D needs; produce an initial opportunity prioritization for the GM and Head of Product Selection Criteria Essential Experience • 10+ years in commercial, business development, or consulting roles within the biomedical or pharmaceutical R&D, engineering / chemicals / materials science, or information services industries • Demonstrated ability to operate as the senior commercial presence in executive-level customer engagements — including conversations at Chief Research Officer, VP+, and C-suite level — in settings where the credibility of the individual is as important as the product • Deep familiarity with corporate R&D buyers in pharma, biotech, engineering, or adjacent sectors — including how buyers evaluate and make decisions around AI and data information solutions and platforms • Demonstrated success owning primary accountability for a commercial function, service line, or consulting practice — including P&L ownership or equivalent commercial accountability • Proven track record leading and closing complex, multi-stakeholder enterprise deals for technically sophisticated data or AI products, and developing and executing global market-facing commercial strategies • Strong background in pricing, packaging, and positioning professional services or platform solutions • Working knowledge of enterprise AI and data platform patterns to support accurate positioning, credible deal conversations, and commercially grounded assessments of future products • Established senior network of corporate R&D decision-makers at VP+ level — including Chief Research Officers, VP R&D, Data and AI leads, and procurement leaders — in pharma, biotech, engineering, or adjacent sectors Skills & Knowledge • Deep, working knowledge of the research intelligence, academic data platforms, enterprise AI, and enterprise scientific content and competitive landscape • Exceptional consultative selling and prospecting skills with the ability to navigate complex, multi-stakeholder deals and lead those conversations at VP level and above without senior backup required • Analytical discipline to assess a potential new product or commercial opportunity rigorously • Executive-level business acumen and financial modeling capability (revenue forecasting, pricing models, ROI analysis) — with the ability to build and defend commercial investment cases independently • Ability to translate technically complex AI and data platform capabilities into buyer-language value propositions that are accurate, differentiated, and commercially compelling • Influences and negotiates internally and externally with great latitude on outcomes. Authoritative and commercially influential at VP+ and C-suite level, both internally and externally Leadership & Mindset • Entrepreneurial — comfortable building in ambiguous environments without a defined playbook • Operates at strategic altitude while maintaining the commercial precision to execute — the duality this role requires • Comfortable owning outcomes without the structural backing of a large team — this role leads through influence, credibility, and commercial authority, not large headcount • Collaborative by nature, with strong stakeholder management skills • Brings a team-oriented approach to commercial leadership while maintaining the independent judgment required at this level • Results-oriented with a bias toward commercial outcomes Desirable • International market experience • Advanced business education (MBA or equivalent) We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range 185,100 USD to 277,767 USD

Lead product marketing strategy and customer insights for AI and data analytics products. | Senior executive with extensive product marketing leadership and strategic business experience. | Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what's possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what's next to power infinite possibilities for our customers, colleagues and society at large. About the Role: As Wiley builds out its AI and Data Analytics marketing organisation, this role sits at the centre of that effort - responsible for ensuring that what Wiley builds, how it is positioned, and how it is sold is grounded in rigorous market understanding and genuine customer insight. The Senior Director of Product Marketing & Customer Insights is both a strategic architect and a commercial operator: setting the narrative for a growing portfolio of AI and data products, owning the research infrastructure that informs product and go-to-market decisions, and equipping commercial teams to compete and win in enterprise and R&D-intensive markets. This is a role for a senior leader who can operate with credibility across Product, Sales, and Executive stakeholders; who understands the complexity of selling AI into large organisations; and who brings the discipline to turn market intelligence and customer voice into decisions, not just deliverables. Key Responsibilities Product Marketing • Develop and own compelling value propositions, messaging frameworks, and positioning for Wiley's AI&DA product portfolio - differentiated by customer segment, buying role, and customer maturity stage. Ensure Wiley's positioning is credibly differentiated in a crowded and heavily hyped market, with a clear narrative that cuts through AI market noise. • Lead go-to-market strategy and execution for new product launches, feature releases, and entry into new verticals - working in close partnership with Product, Sales, and the broader marketing organisation. Develop strategies that address the full commercial journey, including converting trials, pilots, and proof-of-concept engagements into contracted revenue. • Provide strategic input into pricing, packaging, and bundling decisions alongside Product and Commercial leadership, ensuring that how Wiley's AI&DA products are structured for market reflects both customer buying behaviour and competitive dynamics. • Oversee the build and maintainenance of a suite of sales enablement materials - including pitch decks, competitive battle cards, solution briefs, technical whitepapers, and ROI and business case tools - that equip the sales team to win across enterprise, corporate R&D verticals. • Partner with Demand Generation and Content teams to ensure that campaigns are grounded in strong product and market insight. Lead the development of industry analyst engagement (Gartner, Forrester, IDC), and vertical-specific narratives that establish Wiley's credibility and authority in AI and data for R&D-intensive industries. • Define and track key product marketing metrics including pipeline contribution, win/loss trends, sales enablement adoption, pilot-to-contract conversion rates, and category awareness and share of voice in target markets. Customer Insights • Oversee the Voice of Customer (VoC) programme across the customer lifecycle - ensuring the delivery of structured research (interviews, surveys, advisory sessions) that surfaces what customers need, how they buy, and where existing products fall short. Ensure these insights are synthesised and consistently operationalised into product, commercial, and marketing decisions rather than filed as reports. • IN partnership with Commercial and Product teams, establish and manage Customer Advisory Boards (CABs) representing Wiley's most strategic AI and data customers. Use these forums to validate product direction, stress-test positioning, and build commercial relationships at senior levels. • Own win/loss analysis as a formal research function - going beyond anecdotal sales feedback to identify structural patterns in why Wiley wins or loses, and translating those findings into actionable recommendations for Product, Sales, and Marketing leadership. • Commission and synthesise primary and secondary market research to size addressable markets, identify whitespace, and understand where AI and data analytics spend is flowing in target verticals including pharma, biotech, materials science, and corporate R&D functions. • Develop deep buyer and user personas grounded in original research - covering motivations, decision criteria, pain points, and the internal political dynamics that shape how AI and data investments are approved and implemented in enterprise organisations. Market Intelligence & Competitive Strategy • Own a systematic competitive intelligence capability covering the AI and data analytics landscape. Ensure that intelligence is current, structured, and actively used to sharpen positioning and sales strategy rather than sitting in a slide deck. • Monitor market trends, regulatory developments, and shifts in customer sentiment that have implications for Wiley's product strategy and go-to-market approach. • Serve as the internal authority on the competitive landscape - providing regular briefings to Product and Sales and acting as a key input into product roadmap prioritisation. Leadership & Cross-functional Influence • Build, lead, and develop a high-performing AI&DA product marketing and customer insights team, establishing clear roles, ways of working, and a culture of commercial rigour and customer empathy. • Act as a senior voice of the customer and market within Wiley's AI and Data Analytics leadership - ensuring that product development, commercial strategy, and marketing investment are grounded in external reality rather than internal assumption. Required Qualifications: Master's degree in Marketing, Business, or related field; MBA required 15+ years of progressive product marketing leadership with 8+ years in senior executive roles Proven track record of leading large product marketing organizations and achieving exceptional revenue growth Executive-level strategic thinking and advanced business leadership capabilities Exceptional communication, presentation, and executive presence Extensive experience collaborating with C-level executives and board-level stakeholders Advanced expertise in enterprise product marketing strategy, market leadership, and revenue optimization Proven ability to drive large-scale organizational transformation and lead through significant change Strong financial leadership and experience managing substantial product marketing investments Expert knowledge of advanced market research, competitive intelligence, and strategic product development Demonstrated success in building and leading high-performing senior executive teams Global market expertise and international business development experience We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing-creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range: 160,500 USD to 236,233 USD#LI-JL1