Assistant Peer Review Performance Manager

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 Assistant Peer Review Performance Manager serves as a key customer service point of contact for editors, editorial offices, and vendor partners across a defined segment of the Research Publishing journal portfolio. This role is responsible for assessing editorial and editorial office performance across assigned journals, monitoring adherence to expected behaviors and KPIs, and driving continuous improvement.
 

The Assistant Peer Review Performance Manager focuses on optimizing peer review performance to ensure alignment with best practices and standards while promoting a positive author experience throughout the author lifecycle. The role operates under the direction of their manager and receives guidance and coaching from senior peers.
 

Key Responsibilities:

Customer Service & Performance Oversight

• Serve as the first-line point of contact for journal queries through the CRM platform, delivering timely, professional, and empathetic responses to inquiries and escalations.
• Track service levels (SLAs), response times, and case outcomes through CRM dashboards and self-service reports to identify service trends, bottlenecks, and opportunities for improvement.
• Oversee and evaluate editor and administrative performance across an assigned segment of the Research Publishing portfolio.
• Drive continuous improvement, workflow optimization, and adoption of peer review best practices and standards across the portfolio.
• Focus on value-added strategies and tactics that improve editorial decision delivery, including speed to decision, quality of the author experience, and integrity of manuscripts and workflows that support the peer review process.
• Seek guidance on remedial action plans when appropriate.

Peer Review Management

• Provide journal-level oversight of the manuscript peer review process, from submission through final editorial decision and export to Content Operations, for a portfolio of Research Publishing journals.
• Ensure accurate documentation of the peer review management process.
• Identify and escalate research integrity concerns and execute any required outcomes from investigations.
• Adopt new services, tools, and enhanced workflows as they are introduced.

Editor and Editorial Office Performance Management

• Monitor and manage the performance of editors, editorial office administrators, and vendor partner Editorial Assistants (EAs), providing feedback as needed.
• Communicate and manage expected behaviors and KPIs aligned with established benchmarks.
• Handle performance-related queries and escalations.
• Analyze insights from self-service reports and editorial data analysts to drive continuous performance improvement.
• Ensure editor and administrative alignment with established workflows and peer review best practices.
• Enforce adherence to expected editor behaviors, including compliance with the code of conduct.
• Implement remedial actions and retraining for editors who do not meet performance expectations.
• Implement remedial actions or coordinate retraining for editorial office administrators and vendor partner EAs when expectations are not consistently met.
• Share insights regarding consistently poor editor performance with Publishing Development and/or Partner Publishing colleagues.
• Seek guidance on remedial action plans and support for enforcing alignment when necessary.

Optimization and Harmonization

• Review and optimize journal workflows while ensuring alignment with peer review best practices and standards.
• Implement workflow changes to improve efficiency, consistency, and standardization.
• Communicate and execute improvement opportunities identified through audits, Publishing Operations initiatives, Editorial Excellence programs, or data-driven projects.
• Implement journal-level process changes.
• Support transitions between editorial office models and onboard new partners moving to Wiley Peer Review Management.
• Contribute to the accuracy of product data masters by documenting journal-level changes.

Collaboration and Cross-Functional Support

• Collaborate with internal colleagues to achieve departmental objectives and customer-focused goals.
• Partner with editorial data analysts to implement improvements driven by data insights and analytical findings.
• Work with Research Publishing colleagues on journal-specific strategic initiatives, relationship management activities, and improvement opportunities at the journal level.
• Contribute to relevant projects as required.

Qualifications:

• Experience managing or supporting peer review processes, editorial operations, scholarly publishing workflows, or related publishing functions.
• Strong customer service and stakeholder management skills with the ability to handle queries and escalations professionally and empathetically.
• Ability to monitor performance metrics, analyze data, and apply insights to drive continuous improvement.
• Strong organizational and time management skills, with the ability to manage multiple priorities across a portfolio of journals.
• Ability to communicate expectations, provide feedback, and support performance improvement initiatives.
• Experience working collaboratively with cross-functional and external stakeholder groups.
• Commitment to research integrity, peer review best practices, and delivering a positive author experience.
• Ability to adapt to new tools, services, and evolving workflows.

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 [email protected] 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. 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. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.

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