- Maintain a high level of technical and product knowledge for JSTOR Digital Stewardship Services and internal publishing and archiving processes.
- Oversee daily support operations and content workflows for ensuring consistency and quality in service delivery.
- Identify and implement process and workflow improvements to increase efficiency and customer satisfaction.
- Partner with Product, Technology, and Operations teams to resolve complex issues and achieve shared organizational objectives.
- Collaborate with Participant Success teams to ensure smooth participant onboarding, communication, training, and operational alignment.
- Build and maintain strong partnerships with vendors, providing training and support on ITHAKA tools.
- Monitor content workflow through JIRA and analyze service metrics to identify patterns and opportunities for improvement.
- Conduct regular data analysis and reporting for internal stakeholders.
- Gather and evaluate participant feedback to inform service enhancements and product development.
- Provide coaching and mentoring to team members.
Project ManagementData AnalysisJira+5 more