Digital Stewardship Operations Manager

Ithaka S+R; Indiana (PA); On-site; USD 67,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Employer-paid retirement contribution

Parental and caregiver leave

Paid time off and holidays

Job summary

Ithaka S+R seeks a Stewardship Services Manager to lead operational excellence in JSTOR Digital Stewardship Services. You will oversee workflows, vendor partnerships, and cross-team collaboration to deliver scalable service experiences.

You will coach teams, monitor metrics, and drive process improvements while ensuring accessibility and customer-focused outcomes. Travel less than 10% to Michigan and New York offices may be required.

Qualifications

• 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.

Responsibilities

• Lead operational excellence in digital stewardship service delivery.
• Oversee daily support operations and content workflows for consistency and quality.
• Identify and implement process improvements to increase efficiency and customer satisfaction.
• Partner with Product, Technology, and Operations teams to resolve complex issues.
• Collaborate with Participant Success teams to ensure smooth onboarding and alignment.
• Build and maintain partnerships with vendors, providing training on ITHAKA tools.
• Monitor content workflow through JIRA and analyze service metrics.

Skills

Customer service

Stakeholder management

Cross-functional collaboration

Data analysis

Process improvement

Education

Bachelor’s degree

Equivalent experience

Tools

Zendesk

JIRA

Microsoft Office

.Google Workspace

XML

FTP

Job description

Ithaka S+R seeks a Stewardship Services Manager to lead operational excellence in JSTOR Digital Stewardship Services. You will oversee workflows, vendor partnerships, and cross-team collaboration to deliver scalable service experiences.

You will coach teams, monitor metrics, and drive process improvements while ensuring accessibility and customer-focused outcomes. Travel less than 10% to Michigan and New York offices may be required.