Digital Stewardship Services Lead

ITHAKA; New York (NY); On-site; USD 67,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Employer-paid 10% retirement provision

Paid parental and caregiver leave

22 days paid time off

11 paid holidays

Sick days

Wellness benefits

Job summary

ITHAKA is seeking a Stewardship Services Manager to lead digital stewardship service delivery. You will oversee workflows, coordinate with Product, Technology, and Operations, and guide the team to deliver scalable service excellence. You’ll manage vendor relationships, monitor KPIs, and drive data-informed improvements while mentoring staff.

Travel is expected occasionally (<10%), with visits to Michigan and New York offices. A Bachelor's degree and 5+ years in customer-facing roles are required, with strong communication and process-improvement skills.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in customer service, professional services, or participant-facing roles.
• Experience managing vendor relationships with quality and performance oversight.
• Exceptional verbal and written communication skills.
• Proven success leading process improvements and cross-functional initiatives.
• Strong analytical and problem-solving abilities with data-driven decisions.
• Demonstrated project and time management across multiple priorities.
• Skilled in stakeholder management and collaboration across teams.
• Ability to coach, mentor and develop team members.
• Proficiency with CRM and ticketing systems (Zendesk, JIRA), MS Office, Google Workspace; XML/FTP familiarity.
• Ability to design cross-functional processes and implement improvements with measurable outcomes.
• Ability to solve systemic problems affecting multiple teams.
• Ability to influence stakeholders with data-driven recommendations.
• Champion collaboration and guide teams through organizational change.

Responsibilities

• Lead operational excellence in digital stewardship service delivery and optimize workflows.
• Oversee daily support operations and content workflows for quality and consistency.
• Identify and implement process improvements to boost efficiency and satisfaction.
• Collaborate with Product, Technology, and Operations to resolve complex issues.
• Coordinate with Participant Success teams for onboarding, training, and alignment.
• Build partnerships with vendors and provide training on ITHAKA tools.
• Monitor content workflows via JIRA and analyze service metrics for improvements.
• Perform regular data analysis and reporting for internal stakeholders.
• Gather participant feedback to inform service enhancements and product development.
• Coach and mentor team members, promoting accountability and learning.
• Represent Stewardship Services in cross-department initiatives with customer voice.
• Follow accessibility requirements and integrate best practices daily.
• Support the organization’s values of belonging, evidence, speed, teamwork, and trust.
• Occasional travel (<10%) to Michigan and New York offices.

Skills

Communication skills

Vendor management

Cross-functional collaboration

Data-driven decisions

Project management

CRM/JIRA proficiency

XML/FTP familiarity

Education

Bachelor's degree or equivalent

Tools

Zendesk

JIRA

Microsoft Office

Google Workspace

XML

FTP

Job description

ITHAKA is seeking a Stewardship Services Manager to lead digital stewardship service delivery. You will oversee workflows, coordinate with Product, Technology, and Operations, and guide the team to deliver scalable service excellence. You’ll manage vendor relationships, monitor KPIs, and drive data-informed improvements while mentoring staff.

Travel is expected occasionally (<10%), with visits to Michigan and New York offices. A Bachelor's degree and 5+ years in customer-facing roles are required, with strong communication and process-improvement skills.