Stewardship Services Manager

Job not on LinkedIn

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $67k - $77k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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ITHAKA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

💼 Consulting

📦 Logistics

📚 Education

Consulting • Logistics • Education

ITHAKA is a nonprofit organization that improves access to knowledge and education worldwide by operating digital libraries and preservation services, conducting research and advising colleges, and developing tools and programs to support teaching, learning, and scholarly communication. Its suite of services includes JSTOR, Portico, and other platforms that deliver scholarly journals, books, images, and primary sources to students, researchers, libraries, and publishers, while also advancing initiatives in open access, college affordability, credit mobility, and preservation of digital collections.

📋 Description

• Maintain technical and product knowledge for JSTOR Digital Stewardship Services and internal publishing and archiving processes • Oversee daily support operations and content workflows • Identify and implement process and workflow improvements • Partner with Product, Technology, and Operations teams to resolve complex issues and improve communication • Collaborate with Participant Success teams on participant onboarding, communication, training, and operational alignment • Build and maintain vendor partnerships, provide training and support, resolve issues, and ensure quality standards • Monitor content workflows through JIRA and analyze service metrics • Conduct data analysis and reporting for internal stakeholders and track KPIs • Gather and evaluate participant feedback to inform service enhancements and product development • Coach and mentor team members • Represent Stewardship Services in cross-departmental initiatives • Follow digital accessibility requirements and implement accessibility best practices • Travel occasionally, less than 10% of the time, primarily to Michigan and New York offices

🎯 Requirements

• Bachelor’s degree or equivalent experience in a related field • 5 or more years of experience in customer service, professional services, or participant-facing roles, ideally in SaaS or digital content environments • Experience managing vendor relationships and ensuring adherence to quality and performance standards • Exceptional verbal and written communication skills • Proven success leading process improvements and cross-functional initiatives • Strong analytical and problem-solving skills • Demonstrated project and time management skills • Stakeholder management and cross-team collaboration skills • Ability to coach, mentor, and develop team members • Proficiency with CRM and ticketing systems (e.g., Zendesk, JIRA), Microsoft Office, Google Workspace, XML, and FTP • Ability to lead cross-functional process design and implement tactical improvements with measurable outcomes • Ability to solve systemic problems affecting multiple teams or workflows • Ability to influence stakeholders through data-driven recommendations and persuasive communication • Ability to champion team collaboration and guide others through change • Must be able to work and reside in the continental United States • Must not require immigration sponsorship to work in the United States

🏖️ Benefits

• Medical, dental, and vision plans • Employer-paid 10% retirement contribution • Paid parental and caregiver leave • 22 days of paid time off • 11 paid holidays • Up to 12 sick days • Wellness benefits • Reasonable accommodations during the application or hiring process