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Stewardship Services Manager

5 hours, 38 minutes ago
United States
Full-time
Senior
Operations Manager
Customer and Technical Support
FTP JIRA XML
Apply Now
ITHAKA

ITHAKA

ITHAKA is a nonprofit organization dedicated to enhancing access to higher education and knowledge by providing an extensive online library of digital academic resources, including journals, books, and primary sources, while also offering research and ...

Diversified Consumer Services
251-1K
Founded 1995
View All Jobs 4

Description

  • Oversee daily support operations and content workflows to ensure consistent, high-quality service delivery.
  • Maintain technical and product knowledge of JSTOR Digital Stewardship Services and publishing and archiving processes.
  • Identify and implement workflow and process improvements that increase efficiency and participant satisfaction.
  • Partner with Product, Technology, Operations, and Participant Success teams to resolve issues and coordinate onboarding, communication, and training.
  • Manage vendor partnerships, including training, support, issue resolution, and quality standard adherence.
  • Monitor JIRA workflows and analyze service metrics, participant feedback, root causes, and KPI performance.
  • Prepare data analysis and performance reports for internal stakeholders.
  • Coach and mentor team members while fostering accountability, collaboration, and continuous learning.
  • Represent Stewardship Services in cross-departmental initiatives and incorporate customer and partner perspectives into decisions.
  • Follow digital accessibility requirements and best practices.

Requirements

  • Bachelor’s degree or equivalent experience in a related field.
  • At least 5 years of experience in customer service, professional services, or participant-facing roles, ideally in SaaS or digital content environments.
  • Experience managing vendor relationships and quality or performance standards.
  • Strong written and verbal communication skills, including the ability to explain complex information clearly.
  • Proven experience leading process improvements and cross-functional initiatives.
  • Strong analytical, problem-solving, project management, and time management skills.
  • Experience with stakeholder management, coaching, mentoring, and guiding teams through change.
  • Proficiency with CRM and ticketing systems such as Zendesk and JIRA, Microsoft Office, and Google Workspace.
  • Comfort working with XML and FTP.
  • Ability to design cross-functional processes, solve systemic workflow problems, and make data-informed recommendations.
  • Must be authorized to work in the United States without immigration sponsorship.
  • Must reside and work in the continental United States; occasional travel under 10% may be required.

Benefits

  • Starting salary of $67,000–$77,000 per year.
  • Medical, dental, and vision insurance plans.
  • Employer-paid 10% retirement contribution.
  • Paid parental and caregiver leave.
  • 22 days of paid time off, 11 paid holidays, and up to 12 sick days.
  • Wellness benefits.
  • Distributed work environment across the continental United States, with offices in New York and Ann Arbor, Michigan.

Interested in this position?

Apply directly on the company website

Apply Now

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