ITHAKA

Manager

• Maintain technical and product knowledge for JSTOR Digital Stewardship Services and internal publishing and archiving processes
• Oversee daily support operations and content workflows
• Identify and implement process and workflow improvements
• Partner with Product, Technology, and Operations teams to resolve complex issues and improve communication
• Collaborate with Participant Success teams on participant onboarding, communication, training, and operational alignment
• Build and maintain vendor partnerships, provide training and support, resolve issues, and ensure quality standards
• Monitor content workflows through JIRA and analyze service metrics
• Conduct data analysis and reporting for internal stakeholders and track KPIs
• Gather and evaluate participant feedback to inform service enhancements and product development
• Coach and mentor team members
• Represent Stewardship Services in cross-departmental initiatives
• Follow digital accessibility requirements and implement accessibility best practices
• Travel occasionally, less than 10% of the time, primarily to Michigan and New York offices

Stewardship Services Manager