Stewardship Services Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Maintain expertise and knowledge regarding JSTOR Digital Stewardship Services as well as internal publishing and archiving processes.

• Supervise daily support operations and manage content workflows.

• Identify opportunities for process enhancements and workflow improvements.

• Collaborate with Product, Technology, and Operations teams to address complex issues and enhance communication.

• Work alongside Participant Success teams on onboarding, communication, training, and operational alignment.

• Establish and sustain vendor partnerships, providing training and support, resolving issues, and ensuring adherence to quality standards.

• Monitor content workflows via JIRA and analyze service performance metrics.

• Perform data analysis and reporting for internal stakeholders while tracking key performance indicators (KPIs).

• Collect and assess participant feedback to guide service enhancements and product development.

• Provide coaching and mentorship to team members.

• Represent Stewardship Services in initiatives that involve multiple departments.

• Adhere to digital accessibility requirements and implement best practices for accessibility.

• Occasionally travel, less than 10% of the time, primarily to offices in Michigan and New York.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in a relevant field.

• A minimum of 5 years of experience in customer service, professional services, or roles that interact directly with participants, preferably in SaaS or digital content settings.

• Experience in managing vendor relationships and ensuring compliance with quality and performance standards.

• Outstanding verbal and written communication abilities.

• Proven track record in leading process improvements and cross-functional projects.

• Strong analytical and problem-solving capabilities.

• Demonstrated skills in project and time management.

• Competence in stakeholder management and collaboration across teams.

• Ability to coach, mentor, and foster the development of team members.

• Proficient in CRM and ticketing systems (e.g., Zendesk, JIRA), Microsoft Office, Google Workspace, XML, and FTP.

• Capability to lead the design of cross-functional processes and implement tactical improvements with measurable results.

• Skilled at resolving systemic issues that impact multiple teams or workflows.

• Ability to influence stakeholders through data-driven insights and persuasive communication.

• Ability to promote team collaboration and guide others through transitions.

• Must be eligible 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 insurance plans.

• Employer-funded 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 available during the application or hiring process.