Stewardship Services Manager
New
I
ITHAKADigital Content/SaaS
Remote within the Continental United StatesFull-TimeManager
Salary67,000 - 77,000 USD per year
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Job Details
- Experience
- 5 or more years
- Required Skills
- Project ManagementData AnalysisJiraStakeholder managementGoogle WorkspaceZendeskProcess improvementCRM
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 in leading process improvements and cross-functional initiatives.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive data-informed decisions.
- Demonstrated project and time management skills, capable of balancing multiple priorities and deadlines.
- Skilled in stakeholder management and collaboration across teams and levels.
- Ability to coach, mentor, and develop team members effectively.
- Proficiency with CRM and ticketing systems (e.g., Zendesk, JIRA), Microsoft Office, Google Workspace.
- Comfort with XML and FTP.
- Ability to follow digital accessibility requirements and implement accessibility best practices.
Responsibilities
- 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.
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