[Hiring] Manager, Publication Support Services @Cactus Communications Services Pte. Ltd.

Role Description

You will be responsible for the customer satisfaction, business growth, team performance and progression, and operational efficiency of a mid-sized in-house team as well as a large community of freelance/contractual experts. You will need to develop a strong understanding of the academic publishing industry and our expertise and accordingly drive business decisions for your team. It will be your responsibility to build resources and implement the necessary processes and systems for your team to meet all client requirements and delivery deadlines.

• Ensure superior quality and customer experience through strategic, system-driven workflows; proactively analyze and resolve concerns with sustainable corrective and preventive actions; build strong, collaborative relationships with key client stakeholders.
• Oversee daily operations for custom projects—including prioritization, workload management, and resource planning—to ensure efficiency, scalability, and consistent quality; maintain robust governance structures aligned with business and client needs; sustainably integrate technology/AI to enhance efficiency and experience.
• Manage performance, engagement, and career growth of all team members while fostering a psychologically safe and inclusive work environment.
• Oversee performance and engagement of service- and project-specific freelance/contractual experts to ensure high-quality delivery.
• Support continuous learning initiatives to help the team adapt and thrive in an evolving industry landscape.
• Drive successful execution of new services/projects through clear workflows, strong client relationships, and effective governance; develop and maintain SOPs, templates, guidelines, and training materials to ensure consistent and scalable delivery.

Qualifications

• Bachelor’s/Master’s degree with 3+ years of operations management experience, including 2+ years in a people management role.
• Proven ability to lead high-performance, deadline-driven teams, manage engagement and growth, and collaborate effectively across cross-functional stakeholders.
• Strong service orientation with a deep understanding that customer perception defines reality, and a commitment to consistently delivering superior service.
• Demonstrated ability to leverage AI tools and emerging technologies to improve workflow efficiency, automate tasks, and generate actionable insights, along with agility in learning new tools.
• Experience with CRMs (e.g., Freshdesk, Jira, Zendesk), exposure to STEM publishing, and formal project management certification (Lean, Six Sigma, PRINCE2) or equivalent experience preferred.

Application Process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised.

Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, the hiring process begins with a take-home assessment, followed by one to two panel interview rounds. The final stage of the process is an HR interview. All interviews will be conducted virtually via MS Teams.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

Company Description

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.