Stewardship Services Manager

About the role

The Stewardship Services Manager plays a key role within the Stewardship Services team, ensuring high‑quality delivery of JSTOR Digital Stewardship Services. Reporting to the Senior Manager of Stewardship Services, this position oversees operational workflows, manages participant communication, leads service delivery initiatives, and ensures smooth collaboration across Product, Technology, and Operations.

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 to ensure 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, improve communication, 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, resolving issues promptly, and ensuring adherence to quality standards.
• Monitor the content workflow through JIRA and analyze service metrics to identify patterns, root causes, and opportunities for improvement.
• Conduct regular data analysis and reporting for internal stakeholders, tracking performance against KPIs.
• Gather and evaluate participant feedback to inform service enhancements and product development.
• Provide coaching and mentoring to team members, fostering a culture of accountability, collaboration, and continuous learning.
• Represent Stewardship Services in cross‑departmental initiatives, ensuring the voice of the customer and partner is reflected in decision‑making.
• Follow digital accessibility requirements and implement accessibility best practices into daily work.
• Occasional travel (less than 10% of the time), primarily to ITHAKA offices in Michigan and New York.

Experience and Skills

• 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, with the ability to convey complex information clearly and concisely.
• Proven success in leading process improvements and cross‑functional initiatives.
• Strong analytical and problem‑solving skills; 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, and comfort with XML and FTP.
• Ability to lead cross‑functional process design and implement tactical improvements with measurable outcomes.
• Ability to solve systemic problems that affect multiple teams or workflows.
• Ability to influence stakeholders through data‑driven recommendations with clear, persuasive communication.
• Ability to champion team collaboration and guide others through change to improve customer outcomes.

Compensation and Benefits

The starting salary for this position ranges from $67,000 to $77,000 per year, with variations based on job‑related knowledge, skills, and experience.

• 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.
• Up to 12 sick days.
• Wellness benefits and additional programs.

Work Authorization

ITHAKA is not currently considering candidates who require any type of immigration sponsorship (additional work authorization or permanent work authorization) to work in the United States.

Work for ITHAKA

ITHAKA is committed to its values of belonging, evidence, speed, teamwork, and trust. The organization fosters a vibrant, inclusive culture where people from diverse backgrounds collaborate to advance knowledge and education worldwide. ITHAKA welcomes applications from individuals of all backgrounds and credentials and provides reasonable accommodations throughout the hiring process.