Stewardship Services Manager

ITHAKA

. Maintain technical and product knowledge for JSTOR Digital Stewardship Services and internal publishing and archiving processes .

Posted 9/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $67,000 - $77,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing digital content workflows and vendor relationships while ensuring quality standards and process improvements. Proficient in data analysis, stakeholder management, and team development within SaaS environments.

Highest-signal resume keywords

Vendor Relationship ManagementProcess Improvement LeadershipData Analysis and ReportingCross-Functional CollaborationCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisProcess ImprovementProject ManagementTime ManagementDigital Accessibility Best Practices

Soft Skills

Exceptional Communication SkillsCoaching and MentoringProblem-Solving SkillsStakeholder ManagementTeam Collaboration

Tools & Technologies

JIRACRM SystemsZendeskMicrosoft OfficeGoogle Workspace

Industry Keywords

SaaSDigital ContentParticipant SuccessQuality StandardsService Metrics

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 leading process improvements and cross-functional initiatives
Strong analytical and problem-solving skills
Demonstrated project and time management skills
Stakeholder management and cross-team collaboration skills
Ability to coach, mentor, and develop team members
Proficiency with CRM and ticketing systems (e.g., Zendesk, JIRA), Microsoft Office, Google Workspace, XML, and FTP
Ability to lead cross-functional process design and implement tactical improvements with measurable outcomes
Ability to solve systemic problems affecting multiple teams or workflows
Ability to influence stakeholders through data-driven recommendations and persuasive communication
Ability to champion team collaboration and guide others through change
Must be able to work and reside in the continental United States
Must not require immigration sponsorship to work in the United States

Benefits

Comp & perks

Medical, dental, and vision 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
Reasonable accommodations during the application or hiring process