Stewardship Services Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Stewardship Services Manager based in United States.

This role leads operational excellence across digital stewardship services, ensuring reliable, high-quality delivery for participants and partners.
You will oversee service workflows, support operations, vendor coordination, and initiatives that improve efficiency and customer satisfaction.
The position combines technical and product knowledge with process improvement, data analysis, and stakeholder management.
You will collaborate closely with Product, Technology, Operations, and Participant Success teams to resolve complex issues and improve service experiences.
The role also provides opportunities to influence product enhancements through participant feedback, service metrics, and root-cause analysis.
As a people-focused leader, you will coach team members, encourage continuous learning, and help guide teams through operational change.
The position is remote within the continental United States, with occasional travel of less than 10% primarily to Michigan and New York offices.

• Maintain strong technical and product knowledge of digital stewardship services and related publishing and archiving processes.
• Oversee daily support operations and content workflows to ensure consistent, accurate, and high-quality service delivery.
• Identify, design, and implement workflow and process improvements that increase operational efficiency and participant satisfaction.
• Partner with Product, Technology, and Operations teams to resolve complex issues and improve cross-functional communication.
• Collaborate with Participant Success teams to support participant onboarding, communication, training, and operational alignment.
• Build and maintain effective vendor relationships, providing training and operational support as needed.
• Monitor vendor performance and ensure adherence to established quality and service standards.
• Track content workflows through JIRA and analyze operational data to identify trends, root causes, and improvement opportunities.
• Conduct regular data analysis and prepare performance reporting for internal stakeholders.
• Monitor service performance against established KPIs and use findings to inform operational decisions.
• Gather, assess, and communicate participant feedback to support service enhancements and product development.
• Lead cross-functional process design initiatives and implement tactical improvements with measurable outcomes.
• Identify systemic problems affecting multiple teams or workflows and coordinate solutions across relevant stakeholders.
• Provide coaching, mentoring, and guidance to team members while fostering accountability, collaboration, and continuous learning.
• Represent the Stewardship Services function in cross-departmental initiatives and ensure participant and partner perspectives are incorporated into decision-making.
• Use data-driven recommendations and clear communication to influence stakeholders and build alignment around improvements.
• Champion accessibility requirements and incorporate digital accessibility best practices into daily service delivery.
• Help teams navigate operational change while maintaining service quality and positive participant outcomes.
• Uphold organizational values centered on belonging, evidence, speed, teamwork, and trust.
• Travel occasionally, generally less than 10%, with a primary focus on visits to offices in Michigan and New York.

• Bachelor’s degree in a related field or equivalent professional experience.
• 5+ years of experience in customer service, professional services, participant-facing operations, or a comparable environment.
• Experience working in SaaS, digital content, publishing, archiving, or other technology-enabled service environments is valuable.
• Demonstrated experience managing vendor relationships and maintaining quality and performance standards.
• Proven ability to lead process improvements and cross-functional operational initiatives.
• Strong analytical and problem-solving skills, including the ability to interpret operational data and make data-informed decisions.
• Exceptional written and verbal communication skills, with the ability to explain complex information clearly and concisely.
• Strong stakeholder management and collaboration skills across teams and organizational levels.
• Demonstrated project and time management capabilities, with the ability to balance competing priorities and deadlines.
• Experience coaching, mentoring, and developing team members.
• Proficiency with CRM and ticketing platforms such as Zendesk and JIRA.
• Working knowledge of Microsoft Office and Google Workspace.
• Comfort working with XML and FTP.
• Ability to lead cross-functional process design and translate improvements into measurable operational outcomes.
• Strong ability to identify and solve systemic issues that affect multiple teams, workflows, or service areas.
• Ability to influence stakeholders through clear, persuasive, data-driven recommendations.
• Strong organizational skills and attention to detail in an operational environment.
• Ability to collaborate effectively, communicate change, and maintain focus on customer and participant outcomes.
• Commitment to accessibility best practices and inclusive service delivery.
• Must be able to work and reside within the continental United States and be legally authorized to work without immigration sponsorship.

• Starting salary range of $67,000–$77,000 per year.
• Compensation may vary based on job-related knowledge, skills, and experience.
• Medical, dental, and vision insurance plans.
• Employer-paid retirement contribution of 10%.
• Paid parental and caregiver leave.
• 22 days of paid time off.
• 11 paid holidays.
• Up to 12 sick days.
• Wellness benefits.
• Remote work within the continental United States.
• Occasional travel, generally less than 10%, primarily to Michigan and New York offices.
• Benefits may be updated at the employer’s discretion over time.