Stewardship Services Manager

<div class="content-intro"><p>ITHAKA’s mission is to expand access to knowledge and education around the world. Our services — JSTOR, Portico, and Ithaka S+R — enable people everywhere to learn, to grow, and to overcome barriers to education. In carrying out our mission, as employees we feel a deep responsibility to members of our community and to each other, and we are committed to building and sustaining a culture where everyone can thrive.</p></div><h2><strong>The Role</strong></h2> <p>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. The Manager combines technical expertise, process improvement skills, and stakeholder communication to deliver consistent and scalable service excellence.</p> <h2><strong>Responsibilities</strong></h2> <p>The Stewardship Services Manager is responsible for leading operational excellence in digital stewardship service delivery. This includes optimizing workflows, ensuring vendor alignment, and fostering collaboration across teams to meet participant needs. Success in this role means achieving seamless service experiences, timely resolution of issues, and measurable improvements in efficiency and customer satisfaction.</p> <ul> <li>Maintain a high level of technical and product knowledge for JSTOR Digital Stewardship Services and internal publishing and archiving processes.</li> <li>Oversee daily support operations and content workflows for ensuring consistency and quality in service delivery.</li> <li>Identify and implement process and workflow improvements to increase efficiency and customer satisfaction.</li> <li>Partner with Product, Technology, and Operations teams to resolve complex issues, improve communication, and achieve shared organizational objectives.</li> <li>Collaborate with Participant Success teams to ensure smooth participant onboarding, communication, training, and operational alignment.</li> <li>Build and maintain strong partnerships with vendors, providing training and support on ITHAKA tools, resolving issues promptly, and ensuring consistent adherence to quality standards.</li> <li>Monitor the content workflow through JIRA and analyze service metrics to identify patterns, root causes, and opportunities for improvement.</li> <li>Conduct regular data analysis and reporting for internal stakeholders, tracking performance against KPIs.</li> <li>Gather and evaluate participant feedback to inform service enhancements and product develop